topic How to track a broadband move to new property in Broadband & Landline

How to track a broadband move to new property

Jamar36 — Tue, 04 Aug 2026 17:59:26 GMT

I called the helpline yesterday to arrange for my broadband service to be moved to my new property in a few weeks time.

All was good as fibre service and contract will all be good at the new place and the date was agreed for the move of the service in 3 weeks.
But I have received no email confirmation of the order. The EE app is not showing any move order which I was expecting.

how do o track the order - to be honest I don’t have full trust in EE AAs they have messed up in the past.

Should I expect something in the EE app confirming the order?

Re: How to track a broadband move to new property

JimM11 — Tue, 04 Aug 2026 18:07:41 GMT

@Jamar36 Would not trust the app in the slightest, so log onto your account with a web browser and all the details should be in your order section. Quick call to EE CS should also be able to tell you if it was done or not.

Re: How to track a broadband move to new property

Jamar36 — Tue, 04 Aug 2026 18:16:18 GMT

Thanks

Nothing in the Order section!

A call to CS I think!!!

Re: How to track a broadband move to new property

JimM11 — Tue, 04 Aug 2026 18:19:38 GMT

@Jamar36 Would sure be what i would do, at least your were aware it's a possibility to fall through the cracks, and always worth checking 24-48hrs after placing the order to see the details account wise.

Re: How to track a broadband move to new property

Jamar36 — Tue, 04 Aug 2026 18:27:40 GMT

I’m new to EE broadband and in 2 months the have cancelled my DD. Then snail-mailed me to tell me. - then charged me a penalty for late payment. Twice!!

only 21 months left on the contract.

PS. If anyone is reading this and is planning to move their broadband to another address - do call them the 3 weeks before that they recommend. Earliest they could offer me was 12 working days time. Which is why worth double checking the order is in

Re: How to track a broadband move to new property

JimM11 — Tue, 04 Aug 2026 18:32:37 GMT

@Jamar36 Complaints is the way to go then, get it in formal and documented it's the only way to do it, especially when it goes all wrong and is not off your doing.

EE Complaints Code of Practice