topic Re: Account Closed Error in EE app and website

Account Closed Error

garetc — Tue, 26 Sep 2023 10:30:11 GMT

Morning all,

I have a bit of a weird error on the MyEE app:

When I log in it says 'Account Closed - Remember to pay your final bill. If you make a late payment, then it can affect your credit score. If any charges weren't included in your bill (or if we owe you any credit), then we'll pop an update in the post.

When I click on the Bill Info button it redirects me to the EE Broadband help site, I don't have broadband with EE, I'm with BT. Spoke to CS who advised that there's an old BT broadband account linked to my EE account. Do those systems link together? I know BT is EE's parent company but should that affect my EE mobile account and the app?

Re: Account Closed Error

Christopher_G — Tue, 26 Sep 2023 12:49:58 GMT

Hi @garetc

You should be able to see your mobile account regardless of who your broadband provider is. If you speak to our Mobile Care team again, they should be able to help you get access to it.

Chris

Re: Account Closed Error

XRaySpeX — Tue, 26 Sep 2023 13:06:08 GMT

A BT account should not be linked in any way with your MyEE account.

Re: Account Closed Error

garetc — Tue, 26 Sep 2023 19:54:30 GMT

Thanks @Christopher_G, bit of an essay…

I did call CS, the first person I spoke with took about 30 minutes, called the broadband team who allegedly told them they needed to speak to a BT trained agent. BT agent had no idea what the previous ‘guide’ was talking about so after 20 minutes of checking my accounts transferred me to a mobile guide.

They spent a lot of time checking my account and have confirmed that nothing is wrong with the account. They then transferred me to tech support who (again) couldn’t find anything wrong with the account. They advised me to delete and reinstall the app which I’ve done at least 3 times.

She spoke to her TL who said they have had some reports of this issue.They speculated that it could be to do with my iPhone back-order. Coincidentally I’ve had a notice that it’ll be delivered tomorrow.

Your colleague has opened a call-back to check up on the issue this Saturday. By then hopefully anftwr everything updates it’ll clear the issue.

To add to the strangeness the app works fine on Android, it’s just iOS.

Re: Account Closed Error

Christopher_G — Wed, 27 Sep 2023 06:41:55 GMT

OK, thanks @garetc. Yes, you're right, it is all a bit strange. Hopefully it fixes itself after your phone arrives.

Please keep us updated on what happens.
Chris

Re: Account Closed Error

Tanin1 — Wed, 20 Mar 2024 08:59:14 GMT

I had the same thing this morning, I updated my iphone to ios 17.4 last night and when I logged in to ee app it told me the same ( account closed ) 🤔 then it asked me to update my app which I did,

I logged out of the app and logged back in again and all was back to normal! 👍🏻

Re: Account Closed Error

garetc — Wed, 20 Mar 2024 09:33:28 GMT

Lucky you! 😁

My issue is still on-going, apparently it’s a known error and there’s no fix for it.

All I can do is log in via the website.