Not sure if my Full Fibre broadband order was completed

[carr2002]

Hi, I’m hoping someone from EE can help me check what has happened with my broadband order.

On 24 September I went through an order for EE Full Fibre 900 Core via Compare the Market. I received an email from EE containing my Contract Details and Contract Summary, showing an order date of 24 September and an activation date of 22 October 2026.

However, I never received a “Thanks for choosing EE” order confirmation email or an order reference number.

The broadband is not showing in my EE account, and when I use “Find your broadband” with the mobile number I provided, it says “We couldn’t find any products with that mobile number.”

I’m therefore not sure whether the order was actually completed or is still active.

I would prefer not to call if possible. Is there a way for an EE adviser to check this for me via private message?

Thanks.

[XRaySpeX · Accepted solution]

This public user discussion forum can have no access to your specific account. You need to raise this with CS.

[JimM11]

@carr2002 Use the order ref number to track what is going on from your e-mail.

[carr2002]

Thanks, but unfortunately I don't have an order reference number.
That's the main problem. I received the Contract Details and Contract Summary showing an order date of 24 September and an activation date of 22 October, but I never received an order confirmation email or an order reference number.
I've also checked my inbox and junk/spam folders. Nothing is showing in my EE account either, and “Find your broadband” cannot find a product using my mobile number.
I'm trying to find out whether the order was actually completed and exists on EE's system.

[JimM11]

@carr2002 I see you were one off those from the compare the market, you need to call EE CS then good luck you will need it.

[XRaySpeX]

What is “Find your broadband”?

[Matt_124]

I imagine it is simply the headline on this page when linking a product:

[XRaySpeX]

@Matt_124 : In which case:

@carr2002  wrote:

“Find your broadband” cannot find a product using my mobile number.

It wont! Not using a mobile no. You need to link your BB with its a/c no. of the form 'GB' followed by 8 digits.