Transferring account within family

[MissT2025]

@ In our family home we have had the same landline number for over 50 years. My brother whilst living at my mums house after my dad died took over the phone account and has had with landline, broadband and mobile. My mum now wants to have the account in her name and keep the landline number along with broadband as brother moving out. Brother called EE and was told it’s not possible but would have to be a new account with new number. This can’t be right as the landline is staying at the same address and in the same family.  On EE website it says can transfer to family member. Can any one please advise? Any  direct numbers that can call to try and sort? Many thanks 

[JimM11]

@MissT2025 It's all in the help from above! Look at it carefully, your brother with EE and if mobile has to give it all up!

How Can I Change My Broadband Account Holder? | Profile Help | EE

[MissT2025]

Thank you! Guess if he has a mobile in a package and wants to keep his number then that’s the problem. He‘ll also need to transfer mobile account.

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[XRaySpeX]

The current owner, your brother, of the contract wishing to be moved needs to call CS with both of them available on the line to effect a change of ownership. The other person , your mother, will need to pass a credit check. They will then be paying for that contract. If they can't do it together CS will give the current owner a password for the other to quote when they call.

[MissT2025]

Apparently that’s what they did call customer services together but my brother was told it’s not possible. I think the person they spoke to mustn’t have understood or just couldn’t be bothered. 

[Christopher_G · Accepted solution]

Hi @MissT2025 

Welcome to the community.

If they both speak with our Customer Support team, they should be able to at least put an application in to change the ownership. I'm not sure why this wasn't done the last time, but they may need to shed some light on that too.

Please keep us updated with what happens.

Chris