Cannot link Broadband account to EE acount

[Julian204]

I renewed my EE Broadband 2 year contract March 2024 when they were merging with BT. Since that day I have never been able to access my broadband account to view bills or anything!

I called repeatedly, but like the other comments here they knew about the issue but said it would be resolved in a month because of the BT/EE system merge. But even though I was issued a new account number in 2024 when all this was happening, which you would assume was generated by the new system, it still doesn’t link to my EE mobile account which I opened the same time.

Over 2 years have lapsed now and I can view my EE mobile account, but still unable to link or even access separately my EE broadband account.  

I recently renewed my 2 year contract in March 2026, and guess what, I still can’t link or access my EE Broadband account!

Over the ‘years’, not days or months, years!, I have been unable to access EE Broadband account. It has been since BT merged! I have been with EE broadband years and previous to that Orange before they got took over by EE. Never an issue until now!?

Is there anyone in EE who can help or at least knows how to help, because I have raised tickets, changed email addresses. I have done every ring-around EE customer services/guides have suggested!

[Michael_D]

Hi @Julian204 

I can understand your frustration at this point, especially when you have made so many calls to chase this.

At this point, I would recommend raising a complaint with our dedicated team, and they can look into this further for you, and work to a resolution.

Michael

[Macspurs]

Raise a complaint, waste more of your time. I went through the same process, I too have renewed but have never received any EE router or support, still have to use an old email account because of similar problem.

[Michael_D]

There is a webform that you can complete on the above link @Macspurs, so that you don't have to waste time calling. The team will then look into your complaint and contact you.

If you did move from BT, there may not be equipment sent out depending on what you had with your BT contract.

Michael

[XRaySpeX]

@Julian204 : What is the name of the EE BB plan you are on including its speed?

Does the a/c no. you were given in 2024 start with 'OR' followed by 8 digits?

[Julian204]

EE Fibre 67. Account starts with: GB

[XRaySpeX]

@Julian204 : Sorry, I meant 'GB'. That is correct!