EE account issues following upgrading to Full Fibre

Jack4791 — Tue, 30 Dec 2025 15:07:48 GMT

Hi, I have recently upgraded to Full Fibre from FTTC. I was told at the time of placing the order that a new account would need to be created, which I was informed would not be an issue.

Since the service has been connected, I am unable to view the product, or any associated bills through the EE app or website. Logging in automatically defaults to my old account, that has no live services due to the old broadband being disconnected. I have attempted many times to link my new broadband to my old account but always get the same message 'We're having trouble linking your products'.

I have tried to call EE and have had numerous chats with them requesting them to either link my new broadband to my old account or deactivate my old account, allowing me to login to the new account but nobody has been able to resolve the issue.

It's now been weeks and I'm still unable to view my new broadband service or bills.

Is anybody able to offer any advice on this matter as it's getting quite frustrating.

Thanks, Jack

Re: EE account issues following upgrading to Full Fibre

JimM11 — Tue, 30 Dec 2025 16:24:50 GMT

@Jack4791 Yes, it will take EE to sort it out for you, raise a complaint on the CS by filling in the form!

Make a Complaint | Contact Us | EE

topic EE account issues following upgrading to Full Fibre in Broadband & Landline

EE account issues following upgrading to Full Fibre

Re: EE account issues following upgrading to Full Fibre