topic Re: Account in Broadband & Landline

Account

cmj79 — Thu, 26 Mar 2026 13:57:59 GMT

I am still struggling to access the online account that I have taken over from my late husband. It appears to not recognise my details even though I am able to log in. I am paying broadband bills each month but I am not able to access the online account. Have contacted ee customer services 6 times all promising it will be sorted to no avail.

Re: Account

Linzi_H — Thu, 26 Mar 2026 16:59:21 GMT

Hi @cmj79

Welcome to the Community.

I'm so sorry to hear about the passing of your husband.

I understand the frustration this must be causing not being able to access your online information as expected, especially after speaking to several of our team.

I would suggest you Make a Complaint using our online webform, and a dedicated member of the team will get back in touch within the next 7 days. I'm really confident our team can get this sorted out for you.

Linzi

Re: Account

bristolian — Thu, 26 Mar 2026 17:29:48 GMT

Out of interest, did you take over your late husband's account by virtue of the bereavement process?

Or is it that you're trying to access his account using his details?

Re: Account

cmj79 — Thu, 26 Mar 2026 17:50:31 GMT

Virtue of bereavement process. Filled a form online and the bereavement team phoned back.

Re: Account

cmj79 — Fri, 27 Mar 2026 05:34:55 GMT

That didn't solve it.

Re: Account

cmj79 — Fri, 27 Mar 2026 06:02:37 GMT

Will give it a go thanks

Re: Account

Chris_S — Fri, 27 Mar 2026 10:52:31 GMT

Thank you @cmj79

If you have any questions about the complaints form, just let us know.

Chris S

Re: Account

cmj79 — Fri, 27 Mar 2026 11:06:23 GMT

Just filled it in. Now I wait again

Re: Account

cmj79 — Tue, 31 Mar 2026 11:28:30 GMT

Hi LinziEverything sorted now.Thank you for your helpCmj79

Re: Account

Michael_D — Tue, 31 Mar 2026 13:19:59 GMT

Thanks for keeping us updated @cmj79.

I'm glad to hear the team have been able to sort it all for you.

Michael