topic Re: Broadband update in Broadband & Landline

Broadband update

Ambermile — Tue, 14 Jul 2026 21:29:46 GMT

Can someone explain to me how I can update my broadband package when the given phone number is no longer in use?

Re: Broadband update

XRaySpeX — Tue, 14 Jul 2026 21:38:31 GMT

@Ambermile : You'll need to call CS to get your BB a/c no. if you don't already have it (starting 'GB' followed by 8 digits).

Since the advent of digital landlines BB a/c's are no longer id'ed by phone no.

Re: Broadband update

Ambermile — Tue, 14 Jul 2026 22:01:23 GMT

I know my account number. The phone number is the security number they send - or would send - confirmation of changes to. It's not in use anymore, so I cannot get through the security steps

Re: Broadband update

XRaySpeX — Tue, 14 Jul 2026 22:08:57 GMT

Then you would need to change the contact mobile no. in your Profile.

Re: Broadband update

Ambermile — Tue, 14 Jul 2026 22:52:54 GMT

And there you have it. I cannot, because I need access to the old number to change it.

Round and round. Never thought I'd say this but... Virgin looking good about now.

Re: Broadband update

garybs29 — Wed, 15 Jul 2026 07:10:00 GMT

@Ambermile wrote:
And there you have it. I cannot, because I need access to the old number to change it.
Round and round. Never thought I'd say this but... Virgin looking good about now.

YOU changed your number & never updated it first it's therefore a you problem not an EE one but it's all EE's fault of course

Re: Broadband update

Ambermile — Wed, 15 Jul 2026 07:54:31 GMT

Clearky not a solution. thanks for the other help peoples but this sort of attitude turns people away.

[Mod edit: comment edited for language. Kindly keep discussions respectful.]

Re: Broadband update

JimM11 — Wed, 15 Jul 2026 08:45:04 GMT

@Ambermile See if the HELP link does anything for you.

Update your name, email, phone number and address for your EE account | Profile Help | EE

Re: Broadband update

Schockwave — Wed, 15 Jul 2026 11:53:58 GMT

@Ambermile , you may need to go to an EE store with photo ID to do this, or you should be able to speak to EE with answering some questions they have of you to prove who you are, should have updated your details before all this, something customers should always check their details are always up to date, a good reminder for anyone else.