topic Registering account after bereavement in EE app and website

Registering account after bereavement

EF1957 — Sun, 28 Aug 2022 20:37:10 GMT

Dear EE

My husband passed away last month. I am trying to create a myee account in my name using the same phone number/account number. It will not let me do this. The computer says no! When I finally reached the life events team they said that they would send a confirmation email to activate the account which hasn’t happened. I just got a text to pay my next bill but I can’t access myee to pay it online.

Re: Registering account after bereavement

XRaySpeX — Sun, 28 Aug 2022 23:58:50 GMT

Closing the account of someone who’s died

Use the online form to notify us of a bereavement.

We’ll need:

the account holder’s name and number

a number to contact you on

You can also let us know by phone. Call 150 from an EE phone or 07973 100 150 from any phone.

If you experience a bereavement, you can either:

disconnect their broadband or number and close their account

transfer the connection or number to someone else

Try using Fast Payment online to pay by UK bank card. You don't need to login or register anything. All you need is his mobile no. & it doesn't remember your card details.

Re: Registering account after bereavement

Leanne_T — Mon, 29 Aug 2022 06:31:43 GMT

Hi @EF1957

I am so sorry to hear of your loss, please accept my deepest condolences.

When did you contact the life events team to move the account into your name?

Speak soon.

Leanne.

Re: Registering account after bereavement

EF1957 — Mon, 29 Aug 2022 08:35:43 GMT

I spoke to someone on the 28 of July and then someone on the 1st of August. I can’t seem to find my account number on any paper bill.

Re: Registering account after bereavement

Leanne_T — Mon, 29 Aug 2022 08:38:11 GMT

Thanks @EF1957

If you give us a call on 150, our mobile care team will help you get set up and provide you with any information you need.

Leanne 🙂

Re: Registering account after bereavement

EF1957 — Mon, 29 Aug 2022 08:49:46 GMT

All of your emails to my late husband has the beginning of the account number missing.

Re: Registering account after bereavement

EF1957 — Mon, 29 Aug 2022 08:53:15 GMT

Hi Leanne

I’ve called that twice now, held in queues, I suppose that I will have to do it a third time now.

Re: Registering account after bereavement

Leanne_T — Mon, 29 Aug 2022 14:44:57 GMT

I am very sorry @EF1957

Let me know how you get on.

Leanne.

Re: Registering account after bereavement

XRaySpeX — Mon, 29 Aug 2022 15:08:33 GMT

Why don't you just fill in the form?

Re: Registering account after bereavement

EF1957 — Sat, 22 Oct 2022 10:40:02 GMT

Hello,
I am still struggling to access the online account that I have taken over from my late husband. It appears to not recognise my details, even though I am able to log in. I am paying broadband bills each month but I am not able to access the online account.

Re: Registering account after bereavement

James_B — Sat, 22 Oct 2022 10:48:17 GMT

Hi @EF1957,

Did Customer Care remove your husbands My EE account so you could register with your own email address?

James

Re: Registering account after bereavement

EF1957 — Sat, 22 Oct 2022 10:48:49 GMT

I have been trying to take over my late husbands account, so I can access it online. I am still being charged every month but I cannot access it. Every time I add my account number & my details in order to link the account, they say the details are wrong. I have spoken to bereavement team to switch names which apparently worked. When I called EE they said they could not help me with this. I am stuck in limbo & feel helpless.

Re: Registering account after bereavement

EF1957 — Sat, 22 Oct 2022 10:49:42 GMT

No i do not believe they did. I tried many times to get them to do this.

Re: Registering account after bereavement

James_B — Sat, 22 Oct 2022 11:10:46 GMT

Hi @EF1957,

I've sent you a private message to take some details so I can help. Please check your inbox and get back to me when you can.

Thanks

James