Need help from an EE Guide to update pending broadband order

60ROVI62 · ‎08-09-2026

Hello. I have a Fibre 67 Core package starting on 17th September. I mistakenly selected 'No' to having a current supplier when ordering online.

I actually currently have Sky Broadband on my active Openreach line. Sky has already sent me a letter confirming they are releasing the line on 17th September.

I need an EE Guide to help me ensure my pending order is processed as a 'Working Line Takeover' of the existing socket so there are no conflicts.

I cannot use the telephone, so I need to handle this entirely via text/private message here on the forum. Thank you.

XRaySpeX · ‎08-09-2026

I'm sure that OR will be able to work it out. In fact Sky's letter indicates that they already know. Best to call CS to confirm.

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 Home Broadband & Home Phone or Option 2 for Mobile Phone & Mobile Broadband

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

JimM11 · ‎08-09-2026

@60ROVI62 You just have to be sure that Sky release the landline and that EE take it over, if not EE will drop the phone and only supply you a Broadband Internet connection that will still be a core Fibre 67 product as you currently do not have FF Full Fibre to the home. There is an additional landline charge with EE of £5 per month then additional for specific call packages.

Sky supplies the phone free off charge, and only additional charges if you have a calling package with them, which there should be 3 to choose from.

Have a look on your sales order e-mail from EE that you will have received it might say if the landline and what the phone number will be on it. Sales may not be contactable as you wish to do with chat/online etc as i see you would prefer that method.

Below is what i had on my e-mail from EE

""Hi James,

Thanks for ordering broadband.

You've ordered a broadband only package, which means you won't have a phone line. You won't be able to make or receive any calls.""

Schockwave · ‎09-09-2026

@60ROVI62 , if you cannot use the phone, because you are hard of hearing or deaf, you can find the text relay number here:

https://ee.co.uk/help/contact-ee/technical-support/broadband-landline

Just scroll down to where it gives you the number to call them for text relay.

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 7953 966 or +44 330 123 1105.