Hi XRay,
Thank you for the quick response. Let me clarify the situation.
Initially, I had BT broadband contracts for two properties under my name. When BT became EE, the accounts transitioned over. One account is already closed, but I’m having issues with the second one.
This second account is in my name, but it’s linked to my ex-boyfriend’s phone number and his card for Direct Debit. We tried to transfer the account to him previously, but the process was too complex and we never finished it. Since we broke up, his card has been declined (since May 2025). I only realized this recently because the unpaid bills have severely impacted my credit score.
I’ve set up my EE ID, but when I try to link this specific broadband account, the system sends a verification code to my ex's phone number. Since we are not on speaking terms, I cannot get that code.
My question is: since the account is legally in my name, is there a way to update the contact number to mine without involving him? I need to regain access to pay off the debt and close the account for good.
