Forgotten broadband username or password for Your Account and email

If you've forgotten your username or password for Logging in to your account, don't worry. This guide offers help with your username format, and shows how to reset your password.

 

Where can I find my username?

You'll find your username on the KEEP MEE card we sent with your router. It's the one next to Your account username that you'll need.



If you can't find your KEEP MEE card, the tips below will help:

  • If you signed up to EE broadband, your account username will look like yourname or surname123 or similar
  • If you originally signed up for Orange, Wanadoo or Freeserve, it will look similar to yourname.orangehome.co.uk, yourname.wanadoo.co.uk or yourname.freeserve.co.uk
  • If you've logged in to your broadband account before and entered a personal or preferred email address, you can also use this to log in
  • If you get the error Please enter a valid username and password, you're entering your username in an incorrect format. Common mistakes include adding @fs on the end of the username, or entering an email address with two @ signs, (eg mail@yourname@orangehome.co.uk)
  • Remember - your username and password for logging into your broadband account are different to the one you may use to sign into a mobile account

 

How to reset your password

If our username tips haven't worked, try resetting your password online. To do this:

  1. Go to the FORGOTTEN PASSWORD page
  2. Enter your preferred email address (or your Home Broadband username if you've not set up an address)
  3. Enter the letters displayed in the ...type here field - you can also click AUDIO to hear the letters
  4. Click NEXT

Preferred email address option

  1. We'll send a Password reset email to your preferred email address - if you've asked for a security question see below
  2. Simply click on the link, and enter a new password
  3. Confirm your password and click FINISH
  4. That's it - your password will be changed. You can log in to Your Account
  5. If you use our email service, the password for this will also change. Simply update your email program settings or log in to webmail with the new password.

Security question option

If you've not yet set up a preferred address, don't worry, we'll ask you a security question instead:

  1. Enter the answer to the security question and click NEXT - you chose this when you first logged into Your Account via My EE (case sensitive)
  2. Enter a new password, confirm your password and click FINISH
  3. That's it - your password will be changed. You can log in to Your Account
  4. If you use our email service, the password for this will also change. Simply update your email program settings or log in to webmail with the new password.

 

Still having problems?

If you get the message Sorry, but we didn't recognise this login..., then you're entering your username incorrectly, or we don't recognise your preferred email address.

  • If you're entering a preferred email address, try using your Home Broadband log in
  • If you're entering a Home Broadband login, try entering your preferred email address (if you've set this up in your account)

After entering your username and password, you may be sent round in a loop, prompting you to enter your username and password. Check that your browser is set to accept cookies.

 

Get in touch

If you're still having problems after working through the tips above, don't worry. Give us a call - we'll be happy to help.

  

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