topic New phone in Orders

New phone

Emmxxb — Thu, 11 Sep 2025 19:41:31 GMT

I ordered a phone last Friday as I was due to for an upgrade. The phone is yet to come and whenever I have contacted EE via phone or chat they ask for ETA of delivery they ask for a password for the account. I don’t know what the password is to gain access - the account was made over 15 years ago as at the time I was 17 (mother made account). I cannot cancel the phone as they also ask for a password for this. Has anyone had this problem and what should I do? I’m currently only on a sim only. Should I make an account under my name and start again? Someone please help me

Re: New phone

Chris_S — Fri, 12 Sep 2025 11:57:24 GMT

Hi @Emmxxb

It's great news to hear that you've upgraded, I can imagine you're excited to get your hands on your new phone.

if you don't know your password, we can still use other options to verify you.

As you currently have an active sim only, we can send a one time pin to your phone.

A one time pin is a code that is texted to your phone, that you'd just need to repeat to the guide that you're speaking to.

Chris S