topic Re: 'Multiple Account' error when switching away from EE in Broadband & Landline

'Multiple Account' error when switching away from EE

NewUser54321 — Sun, 04 Oct 2026 17:13:56 GMT

Hi everyone,
I have had the same broadband line since the days of Freeserve, and we have just had fibre broadband delivered to the street, so I am looking to move away from EE to another provider.
When I complete the details for the new provider using their 'One Touch Switch' method (inputting EE as current provider, My EE account number, and our landline), I keep getting an error code (6000) which states there are 'multiple broadband accounts at this address'.
I contacted EE on Monday last week after being advised there may be 'ghost accounts' or 'legacy accounts' which needed to be cleared from the account. It took several long calls with EE before one of the agents finally said they had identified a legacy/ghost account and removed it. I have just tried the switching service again, and still the error persists. My address is selected from a drop down (and it is the only version of my address on the list), my account number is taken from the most recent bill, and EE don't seem to be particularly good at looking into this kind of detail. Clearly, the switching process is registering something with EE because I immediately get a text and email from them regarding my intention to leave every time I try.
Has anyone resolved an issue like this, or have any suggestions as to how I might get this cleared through EE? I would like to be able to complete the switch process online because of cashback offers through a comparison site.
Thank you!

Re: 'Multiple Account' error when switching away from EE

JimM11 — Sun, 04 Oct 2026 17:27:35 GMT

@NewUser54321 Why is the OTS asking for the EE account number? Landline number yes to keep that as an option and ensure the correct one is ported across correctly to your new ISP. Is your EE Acc number like GB12345678 format?

BTW and check the BB with the address and number only. Building number and postcode only....

BT Broadband

Re: 'Multiple Account' error when switching away from EE

NewUser54321 — Sun, 04 Oct 2026 17:26:19 GMT

Thanks for the response.
I am only asked to input the account number when the OTS service initially fails to find a broadband service at the address. When I then input the account number and try again, that is when I get the texts/emails from EE about leaving them.

Re: 'Multiple Account' error when switching away from EE

JimM11 — Sun, 04 Oct 2026 17:30:47 GMT

@NewUser54321 Was finishing off the find when you responded see above. Yes you should get the response from EE that they have seen the OTS switch away, that is to be expected.

Re: 'Multiple Account' error when switching away from EE

NewUser54321 — Sun, 04 Oct 2026 18:19:40 GMT

The EE Account number doesn't have GB, it is merely 9 numbers, beginning 00.

Re: 'Multiple Account' error when switching away from EE

JimM11 — Sun, 04 Oct 2026 18:30:23 GMT

@NewUser54321 Just looked at my old, BB is GB and 8 digit's, mobile is 9 digits only all numbers, and you may be legacy that far back who knows, did EE not move you from a Legacy account recently to the mainstream?

You may just have to call EE CS again, give them what you have ACC Number wise and ask them what/if that is current per what you see on your billing.

Re: 'Multiple Account' error when switching away from EE

XRaySpeX — Sun, 04 Oct 2026 18:43:44 GMT

That is a legacy BB a/c. I had such an a/c & a/c no. before I moved to New EE BB FF150 about 2 years ago & was given a new a/c no. starting 'GB' but this move was done within EE w/out OTS. For about 1 month I had both a/c's, a/c nos & live BBs running alongside 1 another.

I also had BB from this ISP since Freeserve.

What does BT Wholesale Broadband Availability Checker > Address Checker estimate for your address? Post the whole table, the text below it and the line above it, blanking out your address.

Re: 'Multiple Account' error when switching away from EE

NewUser54321 — Sun, 04 Oct 2026 18:47:17 GMT

That's helpful to know. EE cut off my broadband a few weeks ago, which forced me to call them. They said they had been trying to contact me (email, letter, etc) about what to do with the broadband account in light of the copper service being retired next year. There was no correspondence received in any format about this. They offered a package which was more expensive than I could find elsewhere for the same speeds they were offering, so I declined and said I would navigate away from EE in the coming weeks.
Perhaps, had I taken a new offer from them, I would have been moved to 'new EE', but as it stands. EE agents are particularly poor in understanding all this.

Re: 'Multiple Account' error when switching away from EE

NewUser54321 — Sun, 04 Oct 2026 18:48:01 GMT

That helps. Thank you. I should get in touch with EE again and see if I can explain things with this information here!

Re: 'Multiple Account' error when switching away from EE

JimM11 — Sun, 04 Oct 2026 18:56:19 GMT

@NewUser54321 Your answer above from @XRaySpeX does explain it all plus what you have written, who knows what you have now but your 9 digit's as you say throws up the address but then you say errors out and no further from that point onwards, one for EE to look at, take it they turned you back on BB wise, do you still have the old then landline connected to a OR Openreach master phone socket and an old EE Hub? Do the BT Broadband check and post up what you have currently.

Re: 'Multiple Account' error when switching away from EE

NewUser54321 — Sun, 04 Oct 2026 21:49:36 GMT

Yes, they turned the BB back on straight away. I'll try to post a screenshot of the BT checker results here:

Re: 'Multiple Account' error when switching away from EE

XRaySpeX — Mon, 05 Oct 2026 00:17:30 GMT

You are on the lowly ADSL BB, albeit at about the fastest it can go. If you switch ISP you will be offered Full Fibre (FTTP), & only FTTP, at practically any speed you want or even if you upgrade within EE. Even if it's a bit more expensive it will be far more reliable & faster than your current ADSL BB.

Re: 'Multiple Account' error when switching away from EE

XRaySpeX — Mon, 05 Oct 2026 03:32:37 GMT

As your issue involves your address rather than your phone number would you run the BTw Checker again but this time using the Address Checker to see if that has any trouble with it.

Re: 'Multiple Account' error when switching away from EE

JimM11 — Mon, 05 Oct 2026 07:51:41 GMT

@NewUser54321 At least you would seem to have a quick Installation for the FF connection and all done on the one day, link below as @XRaySpeX and use your building Number plus the Postcode to see if it throws up the same table for you. You can just reply yes/no as you have already posted what your connection is like. Best to get it all done now before they cut your Broadband off 31st Jan 2027 and put you on Emergency Landline Phone only. Quick U switch has EE FF150 at £24 as a new user for me but as you say no cash back offer on it BT has same price £90 reward but not sure if they will allow you to move between as already a BT Group Cust,

BT Broadband

Re: 'Multiple Account' error when switching away from EE

NewUser54321 — Mon, 05 Oct 2026 08:37:36 GMT

Morning,

I have run the BT checker again using the house number and postcode alone, and I can confirm the same results do come back.

Re the cashback offers, Quidco currently have £61 cashback, plus a £120 'reward card' to join Vodafone FF150, at £21 p/m, or £24 p/m inc. landline. That's the reason why I want to try to complete the process online!

These responses have helped enormously though; they have given me plenty of information to got back to the call centres with.

Re: 'Multiple Account' error when switching away from EE

JimM11 — Mon, 05 Oct 2026 09:03:37 GMT

@NewUser54321 No problems, wonder why there is a difference, the Landline on DV with VF is free, do watch with that though as VF did not transfer my landline across in the move they promised for 3.5 months they had done it correct then fessed up oops our mistake, down side was i lost my landline number that i had for 45years, gone forever so i was well p'd off with them for that. They did give me another number and had to do a drop/recontract 24 months again to do so and that took another month off faffing about though. EE retentions may match your price they did with my sister when she OTS'd away but she decided EE was not the one for her anymore, goes live 7th Oct on VF, just got to make the trip to her and swapover the Equipment, she also did the Reward card and think rules were 120days from active on the VF side before getting so that's way down the road.

Good luck with it all, hopefully you get it all squared away, VF fibre is fine been on it since Mar26 no issues at all.👍👍

Re: 'Multiple Account' error when switching away from EE

NewUser54321 — Mon, 05 Oct 2026 09:15:00 GMT

Thanks again for this helpful advice. I will watch that landline move (my parents want to retain the landline and the number, so I will do what I can to keep checking on this).