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How do I view my account details on the website?

FoxRadio
Investigator
Investigator

‎21-07-2026 12:24 PM - edited ‎21-07-2026 12:26 PM

I was transferred to EE from Plusnet yesterday. I'm trying to view my account details/plan details etc. on the website.

When I select "broadband > manage my plan", I'm presented with:-

We can't load this right now

There's a problem getting the information to you. Please try again later.

I've also read that there should be a link on the "Manage" page to my account/billing info, but there is no link. There is a link to "Link a product" though, so I tried this for my broadband. I entered my account number, replied with the passcode, entered my name & date of birth, but then got the reply :-

Your details don’t fully match those on the billing account

I have no idea what doesn't match? Perhaps if I could view my billing details, I could find out.

I don't understand why I have to go through all this. Why isn't it set up for me automatically? EE know what products I have by my account number surely? Once I have verified my ID by the passcode, why can't I just have access to my account?

0 Helpful
3 REPLIES 3
FoxRadio
Investigator
Investigator

‎21-07-2026 02:04 PM - edited ‎21-07-2026 02:12 PM

ALSO...I have just received an email to let me know that my first EE broadband & home phone bill is ready to be viewed. When I click on the "view your bill" link it just takes me to the EE home page. I notice that the account number has changed slightly on this email. The original account number started "02" followed by  8 digits. The account number on this email starts "GB" followed by the same 8 digits.

It also encourages me to view the bill in the phone app, but I prefer to do things on the website. 

0 Helpful
kyakaze
Investigator
Investigator

‎21-07-2026 04:34 PM

This is a bug from EE's end. I also experience this issue, it's been over a year.

I'm quite sure you cannot do that on the phone app, it will say the same thing and put you in the endless login loop.

Their Customer Support doesn't seem to know about this ssue or they just simply ignore us. I'm paying 60 pounds a month for this crap.

Ali_A
EE Community Support Team
In response to FoxRadio

‎21-07-2026 04:39 PM

Hi @FoxRadio 

Please give our Customer Service team a call, where our guides will be able to check the name spelling and details on your online account match exactly with your broadband account, and can update/correct if needed. 

They'll also be able to link your accounts, too. 

Ali