Cant manage my broadband in app

[Risaxo]

Had broaband installed on 2nd June and not been able to manage it in the app. My EE sim showed up straight away but the broadband wont load! It just says bill is pending and cant check hub speed and to call 150. Only place ive been able to manage it somewhat is the admin login online.  

[Risaxo]

Had broadband installed on 2nd June 26 also cant manage it in the app it just says order is pending. Been able to manage it somewhat in the online admin login page. But most features are in the app but cant access. 

[Michael_D · Accepted solution]

Hi @Risaxo 

Welcome to the community.

It is worth checking to see if you can view your broadband account when logging in through the website. 

If you can, please try to uninstall and reinstall the app and try the app again.

If you aren't able to view it on the website either, try to link the account by scrolling to the bottom of the home page in the app and select 'Link a product'.

If it is still the same after trying these steps, I'd recommend giving our tech guides a call so they can look into this further for you.

Michael 

[Risaxo]

Hello 

I followed your guidence it still does not show anything in the website version either in fact it says i dont have anything to pay yet for the broadband and says my first bill for broadband will be collected by direct debit in NOVEMBER this year which is ages away and im worried they mighf take a huge chunk out cos for billing.i only requested monthly via direct debit so not sure. If there is something wrong with the system. 

[Lesley_W]

Thanks for trying those things @Risaxo 

Did you speak with the team as @Michael_D suggested?

We don't have access to your account here on the forum, so getting in touch would be the best way for someone to check your account and make sure the billing is set up correctly. 

Lesley

[JimM11]

@Risaxo First three months free Broadband applied?

[1970BLF]

I’ve had EE broadband for a while now. Manage broadband via the app or browser hasn’t been working for the last 2-3 weeks (possibly longer).  

[Rach_H]

Hi @1970BLF,

Welcome to the Community!

We know how important it is for you to be able to manage your account, so if you reach out to our team they can look into the trouble you're having, and work to get this resolved. 

Rach

[SmudgeSeghill]

I migrated over from BT to EE on the 31st July 2026 and can not manage my broadband on the app. I have phoned up 5 times regarding this and had fantastic service from the people I have spoken to about it. Every one of them confirmed that there was an issue regarding my old BT Broadband account still showing as open and causing the issue. The people I spoke to all said they could not resolve the issue themselves and apparently forwarded the issue onto another team which I can not speak with.. I have sent screen shots of the message on the App and this has been forwarded onto this invisible and uncontactable team. I have even registered a complaint on line and again sent the screen shot  with the message saying my broadband can not be downloaded onto the app. I still have no way of managing my broadband on the App and have had no feedback or calls to try and resolve this issue. This is obviously a common fault for people migrating over from BT to EE and has been for a couple of years. So why is this issue not been resolved so it does not keep happening. To say I am disappointed is an understatement as I did not have a single issue with BT for the 20 years I had been with them.   

[Ali_A]

Hi @SmudgeSeghill 

You've taken the right steps contacting our technical team about the issue your facing. Once they have resolved this they will be in touch to let you know. 

We do take complaints seriously and follow a strict process to ensure your issue is handled properly from start to finish. If you've raised a complaint, the team will work hard to find a resolution.

Ali