Is this legal?

Hush · ‎29-08-2026

EE have set up a broadband account in my relative's name at their former address. They are no longer a customer of EE. Have they infringed any consumer rights and/ore even aided identity fraud?

also, neither shop assistants nor telephone helpline seem able to offer any assistance in this matter.

Christopher_G · ‎29-08-2026

Hi @Hush

Welcome to the community.

My best advice would be for your relative to contact our customer support team directly, so that they can open an investigation into this. If they're not happy with how things are progressing through that route, they can open a complaint online. A dedicated team will look into it and contact them directly to discuss it.

Keep us updated on what happens please.

Chris

View solution in original post

Northerner · ‎29-08-2026

Hi @Hush

Are you sure your relative has not set this up. Seems odd.

If someone is pretending to be them then this is a crime you need to firstly report to the police.

Also read here: https://ee.co.uk/help/security/staying-safe-online/fighting-fraud

Thanks

To contact EE Customer Services dial 150 From your EE mobile or 07953 966 150 for mobile and 0330 123 1105 for Broadband..

EE standard opening hours are Monday to Friday, 8am to 9pm - Saturday and Sunday, 8am to 8pm.

Christopher_G · ‎29-08-2026

Hi @Hush

Welcome to the community.

My best advice would be for your relative to contact our customer support team directly, so that they can open an investigation into this. If they're not happy with how things are progressing through that route, they can open a complaint online. A dedicated team will look into it and contact them directly to discuss it.

Keep us updated on what happens please.

Chris