topic Re: Changing mobile number while adding broadband account in Broadband & Landline

Changing mobile number while adding broadband account

anya1988 — Sun, 12 Apr 2026 18:48:33 GMT

Guys, hi everyone

I just wanted to see what my options are please. I was trying to add broadband account into my EE account to pay an outstanding balance and it requires a code sent to my ex-boyfriend mobile number (I had multiple broadbands within the properties and one of them was registered under his details). There is no way I could get it from him. Is there a chance to change the mobile number myself please without involving him?

Thanks a million!

Re: Changing mobile number while adding broadband account

XRaySpeX — Sun, 12 Apr 2026 18:56:12 GMT

Edit the Contact email in the Profile of your EE a/c.

Is it multiple mobile or fixed BB you had within your properties?

You can pay a BB bill by bank transfer w/out setting up the a/c.

Re: Changing mobile number while adding broadband account

JimM11 — Sun, 12 Apr 2026 18:52:05 GMT

@anya1988 Is the Broadband Account registered to the other person, if so then he will have to deal with it all.

Re: Changing mobile number while adding broadband account

anya1988 — Mon, 13 Apr 2026 09:14:56 GMT

Hi XRay,

Thank you for the quick response. Let me clarify the situation.

Initially, I had BT broadband contracts for two properties under my name. When BT became EE, the accounts transitioned over. One account is already closed, but I’m having issues with the second one.

This second account is in my name, but it’s linked to my ex-boyfriend’s phone number and his card for Direct Debit. We tried to transfer the account to him previously, but the process was too complex and we never finished it. Since we broke up, his card has been declined (since May 2025). I only realized this recently because the unpaid bills have severely impacted my credit score.

I’ve set up my EE ID, but when I try to link this specific broadband account, the system sends a verification code to my ex's phone number. Since we are not on speaking terms, I cannot get that code.

My question is: since the account is legally in my name, is there a way to update the contact number to mine without involving him? I need to regain access to pay off the debt and close the account for good.

Re: Changing mobile number while adding broadband account

JimM11 — Mon, 13 Apr 2026 10:07:17 GMT

@anya1988 You could try the very last option on the link, but if it still request's a code then will not work. Have you tried calling EE CS and accounts direct, or will they not speak to you unless the debt is all cleared up front?

How Do I Edit My Personal Details in EE? | Profile Help | EE

Re: Changing mobile number while adding broadband account

XRaySpeX — Mon, 13 Apr 2026 11:30:13 GMT

The payer of the DD has no relevance to the ownership of the a/c. It must be the Contact mobile no. in your a/c's Profile that is holding you up.

You need to click on your Profile at top R of your EE a/c page (not here) & then Personal Details > Edit mobile number > edit