topic Re: MY EE says Account Closed when it is fine in EE app and website

MY EE says Account Closed when it is fine

adz1968 — Tue, 10 Oct 2023 10:50:32 GMT

I tried to log on last Thursday and I got this message I spoke to Customer services who said it was a glitch I have deleted the app and reinstalled but still the same I can go online no problem?

Re: MY EE says Account Closed when it is fine

Christopher_G — Tue, 10 Oct 2023 14:47:36 GMT

Hi @adz1968

Welcome to the community.

When you say that you can go online no problem, do you mean that you can log into the My EE desktop version?

Chris

Re: MY EE says Account Closed when it is fine

Webster74 — Wed, 11 Oct 2023 18:26:12 GMT

I’m getting the exact same issue. Phoned 150 last week who transferred me to the Tech department and they couldn’t explain or rectify it. Just told me that faults with the app being worked on (apparently it had been causing issues for a week before I called). One week later and no change.

Re: MY EE says Account Closed when it is fine

Katie_B — Thu, 12 Oct 2023 06:44:36 GMT

Hi @Webster74.

Do you see this message if you log in online rather than the app?

Katie

Re: MY EE says Account Closed when it is fine

Webster74 — Thu, 12 Oct 2023 07:38:55 GMT

No just the app. Logging in online is fine albeit very slow and not particularly easy to navigate around. The app was so much better (when it worked)

Re: MY EE says Account Closed when it is fine

adz1968 — Thu, 12 Oct 2023 08:08:28 GMT

Yes My EE Desktop is Fine its just the app

Re: MY EE says Account Closed when it is fine

adz1968 — Thu, 12 Oct 2023 08:08:48 GMT

Yes My EE Desktop is Fine its just the app

Re: MY EE says Account Closed when it is fine

Leanne_T — Thu, 12 Oct 2023 09:24:28 GMT

Hi @adz1968 @Webster74

Have you both tried deleting the app and reinstalling the app from the play/app store in the last few days? Once downloaded log in with your details, does the same message show?

Leanne.

Re: MY EE says Account Closed when it is fine

adz1968 — Thu, 12 Oct 2023 11:02:34 GMT

Yes I have tried that

Re: MY EE says Account Closed when it is fine

Leanne_T — Thu, 12 Oct 2023 11:07:50 GMT

Thanks @adz1968

Please report this to our customer care team on 150, they can raise a support ticket if needed to get this looked into.

Leanne.

Re: MY EE says Account Closed when it is fine

adz1968 — Thu, 12 Oct 2023 11:27:46 GMT

I DID THEY SAID IT WAS A GLITCH THAT WAS LAST THURSDAY

Re: MY EE says Account Closed when it is fine

Leanne_T — Thu, 12 Oct 2023 11:30:49 GMT

The team can supply an update and get this looked into further for you @adz1968

Leanne.

Re: MY EE says Account Closed when it is fine

adz1968 — Thu, 12 Oct 2023 11:35:21 GMT

That would be great thank you

Re: MY EE says Account Closed when it is fine

Leanne_T — Thu, 12 Oct 2023 11:42:09 GMT

Please call us for an update @adz1968

Leanne 🙂

Re: MY EE says Account Closed when it is fine

Webster74 — Wed, 18 Oct 2023 18:57:58 GMT

Is this now sorted for you @adz1968? I’m still having exactly the same problem with it stating my account is closed. I mean if it’s closed, stop charging me then 🤣

Re: MY EE says Account Closed when it is fine

Leanne_T — Thu, 19 Oct 2023 07:00:06 GMT

Hi @Webster74

Have you reported the EE account to our customer care team on 150?

If so, have you had a support ticket raised to get this looked into?

Leanne 🙂

Re: MY EE says Account Closed when it is fine

Webster74 — Thu, 19 Oct 2023 07:39:53 GMT

I have reported it and spent a considerable amount of time on hold and in discussion with your customer care and then Tech teams and neither were able to offer any support other than to tell me they were aware of it, it was being addressed and would be sorted soon. Nearly a month later and the “glitch” is still there.

I wasn’t provided with any support ticket.

Re: MY EE says Account Closed when it is fine

Leanne_T — Thu, 19 Oct 2023 07:55:32 GMT

Thanks for reporting the issue @Webster74

If this is under investigation and the team are aware of the error showing, our support team will be working to get this resolved as soon as possible for you.

Leanne.

Re: MY EE says Account Closed when it is fine

Webster74 — Thu, 19 Oct 2023 07:57:37 GMT

After a month you’d think they’d be some sort of update on the issue by now. Maybe it’s something you could chase up and then report on this chat.

Re: MY EE says Account Closed when it is fine

Leanne_T — Thu, 19 Oct 2023 08:40:18 GMT

Hi @Webster74

If you would like an update please contact our customer care team on 150, they have access to the account and the open support ticket 🙂

Leanne.