Broadband account has disappeared

[Cindy6]

My broadband account has suddenly disappeared on the app and on the website. Recently added another phone to my plan and the broadband has since disappeared. All three were showing after I had done this. Even on the laptop it doesn't show. I've tried to add it again but it keeps saying my details don't match EE's records. 

[XRaySpeX]

In your online MyEE go to My Products. In the block headed "My EE Broadband" does it say at the bottom "Manage" or "Add"?

[Cindy6]

Add

[XRaySpeX]

Yes, it's well & truly gone.

When trying to add it again, it wants your personal details as already registered with EE & is doing a security check. There's 1 thing in particular to be careful of when supplying your BB personal details.

The "Contact Email Address" requested when filling in the Home BB details is not necessarily the same as the email addy used as the username of the MyEE a/c being created or added to. It is the email addy EE already has on record for you for BB.

[Cindy6]

Unfortunately, I don't know why its not picking up my details as I cannot think of what else these can be. I'm certain what i've typed in is correct but no luck.

I will give EE  a call.

Thanks for your help anyway.

[Stefski]

My broadband account has suddenly disappeared from my ee. My phone account is still there, showing payments that I’ve made, but nothing for my broadband, almost as if I have no broadband with ee. Yet the fee for my broadband is still being taken each month. 
I upgraded my broadband in February to a super fibre for improved service at home yet the last few months the service has got worse & worse & now I’m barely getting 5mps speed when I should be getting around 67mps. It was because of this that I checked my account to find my broadband billing info had completely vanished. Almost as if they have taken the service away from me, left me with the bare minimum download speed but still taking my £32 a month!!! Fuming at the moment. 
Any ideas out there or anyone had a similar problem?

[James_B]

Hi @Stefski,

Welcome to the EE Community. 🙂

Have you tried re-adding your Broadband account to My EE?

James