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Moved from BT to EE but no documents sent for new contract and not showing on ne

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tjwatson300
Investigator
Investigator

‎23-05-2025 12:01 PM

Hi there

I was persuaded to upgrade my braodband from BT wire to full fibre and was told over the phone that would involve transferring to EE. I was sent documents over the phone to agree to and signed up for a TV package - was not given the full details but was told that this would be provided by email and post.

The TV box was delivered and new fibre connection installed 2 days ago - all good. However I still have no documents and my BT account has been assigned as inactive, while my EE account only shows my mobile phone - and I can't link the braodband/TV account to it as I don't have an order number  for this - only an order number for transferring my existing EE mobile to the new package.

Can someone advise please? Thanks.

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10 REPLIES 10
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Schockwave
EE Community Star
EE Community Star
In response to paulpablo27

‎21-07-2025 09:39 PM

@paulpablo27 , have you checked your junk/spam folder? You should have received confirmation of your order and you can then also check the terms and conditions of the contract.

To contact EE customer service dial 150 from your mobile phone or ring customer service for free using web based app or another phone: +44 800 079 8586 or +44 800 956 6000.
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