Updating your EE broadband service

This article explains how we’re updating the broadband service for some of our customers. If this affects you, you’ll receive an email and letter. We’re upgrading our systems in the background so that everyone can get the most out of our services. Your connection will not be affected.

About changes to your EE Broadband

What’s staying the same?

  • the price you pay and your contract
  • your broadband speed
  • your broadband hub, or router

 

What’s changing? 

  • your Direct Debit reference
  • your account number
  • EE app access
  • the name of your package
  • your terms and conditions

 

What about my EE mobile?

This update is just for your broadband; we're not changing your mobile account. Any loyalty benefits you may have for having broadband and mobile with us will stay. 

What's changing about your broadband

Your bill

Your first bill after the update will look a little different, it’ll have your new account number and package name. Everything else will be the same.

We’ll also send you a bill in the post with your old account number and package name.

You can find help in understanding your bill in our guide to your EE bill.

All the details of your plan, including pricing, are available on this Pricing Guide page.

 

Broadband package name

We’ll tell you the name of your new package in the letter and emails we send you. Your speeds and price will stay the same.

 

Your account number

Your new account number will appear on your first bill after the update. We’ll also confirm it via email. You’ll need this to set up your EE ID and use the EE app.

 

Direct Debit

We’ll automatically set up a new Direct Debit for your new service using the details we already have. Only your reference number will change; your payment date and price will remain unchanged. 

We’ll let you know when we’ve set everything up.

More info about your Direct Debit

 

Terms and conditions

Your new service's terms and conditions are listed on our broadband terms page. In the letter we’ve sent you, we’ll tell you if yours are version A or B. These will take effect when your update happens.

Your privacy is important to us, our privacy policy page has information about how we use cookies and complete details of our privacy policy.

Setting up your EE ID

Your EE ID is your username and password to manage your services online. You can view your bills, track orders and access EE Rewards in the EE app. We’ll be able to see if you’re eligible for EE One benefits too.

To set one up, you'll need your email address and new account number.  Once we’ve completed your update, we'll send you an email inviting you to get started.

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