Change of address

[giantjoe]

This makes me laugh.

There are posts on this forum going back years asking the same question, and it still can't easily be navigated in 2025. EE sent me a letter to an address I just moved from about my first bill payment for mobile broadband. Aside from not needing or asking for a paper bill, they have my address from delivery of the router, but nowhere on the wesbsite or app can I find this old address to change it. I consider this kind of impenetrability entirely deliberate and also absurd.

Add to that, neither the Account number or Bill reference number are accepted by the wesbite or app as identifiers when attempting to link the mobile broadband account to the app for management, which itself is an unnecessary string of hoops to jump through to change a simple bit of admin.

I guess they will keep sending paper bills to a place I no longer live, and I hope there isn't some future event where EE want to verify me by postal address.

Is there any way through this insane maze of poor UX?

Joe

[Katie_B]

Hello @giantjoe. 

Welcome to the EE Community. 

Your first bill will be sent via paper bill and then each month after it will be available to view online.

Do you currently have an existing EE account for mobile?

If yes, has your mobile broadband contract been added to this billing account?

You can update your address within the EE app OR you EE account online by following these steps:

Manage > Settings > Change billing address. 

If you are new to EE and unable to link your account to be able to manage online, please give us a call so our technical care team can help.

Katie

[giantjoe]

Thank you Katie for offering a light in this darkness.

I am not an EE mobile customer. Just Mobile Broadband and there is no settings option for me after selecting 'Manage' in the app, only the 'Link EE ID' button.

That's the part where it won't accept the Account Number from the paper bill as identification.

I will do as you adivse and call.

best wishes

J

[Matt_124 · Accepted solution]

Mobile Broadband is a Mobile product (so choose Mobile) and the included SIM will have a mobile number that can be used for linking - this will have been on the packaging.

This will then send a text with a passcode to the SIM within the router.

You can access the texts sent to it by logging into your EE MBB router at http://192.168.1.1 with the details found on the keep me card, rear of the router or under the battery cover (whichever is applicable).

Once this is linked, I provided the details on how to change your address before your post was moved but my reply has not moved across. I will repeat it below: 

EE Website > Plans & Subscriptions > Manage Mobile > scroll down to Address > Change Address

OR In the App:

Manage > Mobile & SIMs > scroll down to Settings > scroll down to Change billing address. The App will take you to the website anyway, so you may as well use the Website in the first instance.

Here you can change your Billing and Postal addresses.