Follow our step-by-step guides to help you get up and running with EE.
Your broadband online account (including your username and password) is different to your mobile phone, 4GEE WiFi and tablet. If you're looking for help with your mobile device see My EE help for mobile.
A couple of days after you sign up for broadband we'll create a username and password which you can use to sign up to My EE. We'll send these to the email address you gave us and you can use them to sign up for and log in to My EE for Home Broadband, Home Phone and EE TV.
Tip: if you're a new customer and haven't received an email from us after three days, please check your junk folder.
Your username could look like one of our examples below:
It won't look like:
We sent your password by email when you first registered.
If you've signed up to My EE for Home Broadband, Home Phone and EE TV you can find out how to reset your password below. If not, contact us for more help.
From the sign up page:
1. Enter your broadband username and password and select NEXT.
2. We'll ask you to enter a few details - these include:
3. Enter your details and select FINISH.
4. You'll be taken to My EE - Home Broadband where you can manage your account online.
For more help, see our guide manage your home broadband, home phone and EE TV account online.
Next, check your email inbox.
If you don't receive the message:
If you continue to have problems you can select the option skip this step when prompted to enter an email address when logging in.
If you're getting an error while trying to log in to your account, we'll show you how to fix the most common problems.
Pick the error you're getting:
You'll get this error if you've entered your username in an incorrect format.
You won't get this error if you're entering an incorrect password for the account.
You'll get this error if you're:
First, check the section My log in details for hints and tips that may help you to remember or find your username and password.
If this doesn't help our forgotten password page will help you to understand if you're entering your username correctly or let you reset your password. See below for our guide to resetting your broadband password.
Are your broadband username and password details simply removed from the log in here page after you select Log in? The issue is usually caused when you've disabled cookies in your browser or you've installed security software on your device that blocks cookies.
To log in to your account, you'll need cookies enabled in your browser. You'll find more information about this in our cookies guide.
If this doesn't help, check if any security software on your computer is blocking cookies. The support team of your security will be able to offer more advice if this is the case.
Your email username looks like one of these examples:
If your EE username looks like yourname, simply add .orangehome.co.uk on the end for email.
You choose your account password when you first signed up to broadband.
If you've never logged in to your account, please contact us for more help.
The broadband username you'll need to connect to the internet looks like one of the examples below:
Tip: your Bright Box router is set up just for you, so you don't need to know your router's username. We'll automatically set it up after you've selected your parental control options.
If your username looks like yourname.nodename.co.uk@fs, you chose or were given your password when first signing up for the service. Remember, passwords are case sensitive.
If you've changed your password to access your account online, please continue to use your original password to connect to the Internet.
If your username looks like PRODUCTIONHQNUN123456@fs, your password will be HQNPASS123456.
Simply replace the numbers in the password, with the ones found in your username.
Don't worry - broadband passwords in this format can't be used to access your account online or email. They're simply used to connect your router to the internet.
If you've forgotten or need to reset your password, go to the broadband login page and select the forgotten password link at the bottom of the page.
If you've set up a preferred email address for your account, we'll send you an email. This contains a link which lets you reset your password.
If the mail doesn't arrive, check your junk mail folder.
If you haven't set up a preferred email address:
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.
You'll get the error sorry, but we didn't recognise this login if you've entered your username incorrectly. You'll also get this error if you're entering an email address that hasn't been validated to use with My EE Home Broadband.
Try using your broadband username. Remember, it will look like one of our examples below:
If you're unable to find your username, contact us for more help.
You'll get the error Sorry, this answer is wrong. Please try again if you've entered an incorrect letter in the security check.
Enter the letters without spaces and in lower case. If you're struggling to read one of the letters, select reload for a new set. Or, select audio if you'd prefer the letters were read out.
You've got ten attempts to get the answer right. After this you'll need to wait 10 minutes before trying again. Sorry.
If you continue to have problems, contact us for more help.
You'll be asked to answer the security question you chose for your account, for example your mother's maiden name, or your favourite place.
Enter the answer, and select continue.
Answer the question correctly and you'll be able to enter a new password.
If you answer the question incorrectly you'll see the error:
Sorry, this answer is incorrect. Please note that you only have three chances to answer this question.
After three attempts, if you're still unsure contact us for more help.
We'll send you an email to your preferred email address.
Check your email inbox and look for a message from EE with the subject Password Reset.
Open the message and follow the link.
You'll be able to enter a new password.
It's only possible to reset your password after you've signed up to use your account for the first time.
We sent your password by email when you first registered and if you use our Orange email service it's the same password you use to check email.
If you can't find your password contact us for more help.