topic Re: Cannot link EE ID in Broadband & Landline

Cannot link EE ID

Abbyngtse — Tue, 13 Jan 2026 09:40:47 GMT

Hello, I try to link my EE ID with my EE account, after I input the account number, it need to send a code to a phone number, but the phone number is not mine, how can I change the phone number or link my EE ID? I’ve already linked my phone with my EE app, just cannot link the broadband because of the wrong phone number, please help, thanks.

Re: Cannot link EE ID

XRaySpeX — Tue, 13 Jan 2026 11:16:21 GMT

Why isn't the phone no. yours when its your a/c? Whose phone no. is it?

Have you put your phone no. as your Contact No. in your Profile?

Re: Cannot link EE ID

Abbyngtse — Tue, 13 Jan 2026 15:06:22 GMT

Yes, this is my account, I don’t know why the phone number’s not mine, maybe i transfer from BT to EE? But i didn’t change the phone number when I changed my account from BT, so I need to call the phone CS or go to shop to solve the problem?

Re: Cannot link EE ID

XRaySpeX — Tue, 13 Jan 2026 15:10:54 GMT

Can't you just change it as your Contact No. in your Profile?

Re: Cannot link EE ID

Storm500 — Tue, 13 Jan 2026 23:01:28 GMT

@Abbyngtse I had a similar problem when I transferred from BT to EE 10 months ago. The email address and mobile number that transferred over were old ones that hadn’t been used in over 10 years. Customer Services couldn’t help until after the transfer was completed and then they changed them and I was able to setup my account.

Re: Cannot link EE ID

Debbie_G — Wed, 14 Jan 2026 09:09:57 GMT

Hi @Abbyngtse.

Thanks for coming to the community.

I’d recommend getting in touch with our team. They’ll be able to access your account, check the information stored against your broadband, and update it if needed to get this sorted for you.

Debbie