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Broadband not showing on EE app or account

Starr1k
Investigator
Investigator

‎20-03-2025 12:23 AM

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

0 Helpful
5 REPLIES 5
XRaySpeX
EE Community Star
EE Community Star

‎20-03-2025 12:31 AM - edited ‎20-03-2025 12:33 AM

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

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP
0 Helpful
Starr1k
Investigator
Investigator
In response to XRaySpeX

‎20-03-2025 01:58 AM

Hi,

yes, it is GB followed by 8 digits.

0 Helpful
Matt_124
Star Contributor
Star Contributor
In response to Starr1k

‎20-03-2025 02:27 AM

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.

0 Helpful
Starr1k
Investigator
Investigator
In response to Matt_124

‎21-03-2025 02:29 AM

 

hi,

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

IMG_7115.jpeg

0 Helpful
Michael_D
EE Community Support Team
In response to Starr1k

‎21-03-2025 09:23 AM

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