Broadband not showing on EE app or account

[Starr1k]

Hi,

recently moved from BT to EE with mobile and broadband (and tv from sky). We have our package as one whole payment each month. Our phone package is on our account and app, but our broadband or tv isn't showing on there. I asked the team on the phone for the billing account number so that I can try and attach it on there but I’ve put in what they gave me and it says invalid billing account number.

any suggestions?

thanks

[XRaySpeX]

Does it begin with "GB" followed by 8 digits?

[Starr1k]

Hi,

yes, it is GB followed by 8 digits.

[Matt_124]

Can you send a screenshot of the error message and the page it is on?

Are you going to the bottom of the home page of your profile and clicking "Link a device" then selecting "Link EE Broadband"?

It sounds like you may be on the old MyEE Legacy EE Broadband linking tool if it doesn't recognise the format. Legacy EE Broadband account numbers used to be purely digits. 

Please obscure your account number and any personal info before posting.

[Starr1k]

 

hi,

im going to the app, going to broadband and then link a device. Also tried online and it’s not doing it.

[Michael_D · Accepted solution]

Hi @Starr1k 

If it isn't accepting the account number on both the app and the website, I'd recommend speaking to our customer service guides.

They'll be able to bring up your account and help to get it linked for you.

Michael