topic Re: account access in Mobile Broadband

account access

alanh7 — Thu, 06 Aug 2026 20:02:22 GMT

recently changed from plusnet to EE. My account with EE is broadband sim only. i cannot access my account on line. due apparently to fact i was an EE customer some years ago and EE have not shut that account down. been on tel to EE twice this week. Advised, on both occasions, a soft ware problem which would take up to 24 hours to sort. but would be sorted. Those I spoke to, I believe, have tried their best. but still waiting for issue to be sorted. told on Wednesday i would recieve call back. unfortunately still waiting. surely it cannot be that difficult to set up a new customer account. i note the monthly payment has been taken from my bank account.

Re: account access

Chris_B — Thu, 06 Aug 2026 20:39:13 GMT

@alanh7 You need to ask customer support to remove your email address from your old account or if you can use a different email address to setup a new account. Your email address is logged against your old account so this is causing this issue when trying to create a new account.

Re: account access

alanh7 — Fri, 07 Aug 2026 12:48:59 GMT

thanks I got through straight away with number. but no further forward with accessing my account. i have spent 3 hours on phone with EE this week but they are unable to provide me with access to my account. promised call backs which never happened. I am very disappointed with EE.

Re: account access

Katie_J — Fri, 07 Aug 2026 15:13:13 GMT

Hi @alanh7.

Thanks for keeping us updated.

I am sorry to hear this is still not resolved.

What was advised by our customer care team?

Has a ticket been raised on your account for our technical care team?

Speak soon,

Katie

Re: account access

alanh7 — Sun, 09 Aug 2026 14:54:11 GMT

during tel call on Friday i was advised it may take up to 5 days to close old account. i was under impression it would be closed within 24 hours following tel conversation on Wednesday. i also received a text message 5/8/26 stating my complaint, C1******, was closed! i should add I never raised my query as a complaint. still puzzled why it is taking a company with EE's resources over a week to close an account that has not been used for some years.

Re: account access

Alex_H — Mon, 10 Aug 2026 07:23:56 GMT

Thanks for the update @alanh7, a case will be opened on your account for an issue like this whilst the correct actions are taken to get it sorted, so that there is a record on your account of the issue.

Based on what you are saying and the timescale given the issue has been raised to our EEID team to get the old account removed and hopefully should be sorted soon.

Alex