topic Re: Mobile account says closed? in EE app and website

Mobile account says closed?

Amy2120000 — Fri, 09 Aug 2024 10:48:37 GMT

Have just logged into My EE as I have a mobile phone contract with them which I believe is due to end in October 2024. I wanted to see what I needed to do to give notice as want to go sim only to save some money.

After logging in I got a message along the lines of 'account closed, not paying your bills may effect your credit score'. My monthly payments still come out and successfully came out last month. I am still expecting to pay until the end of contract (Oct 2024) and my phone still works, I've received no communications from EE reg. anything. I've tried logging in with different email addresses in case I have two accounts but none are working.

Please can someone advise why I am seeing this and how I can successfully log in to see my actual live mobile contract?

Re: Mobile account says closed?

Rach_H — Fri, 09 Aug 2024 13:20:13 GMT

Hi @Amy2120000,

Welcome to the Community!

It does seem odd that your account is saying this, if your plan is still in contract. Is this the first plan you've had with us, or have you had a different plan with us before?

Rach

Re: Mobile account says closed?

Amy2120000 — Sun, 11 Aug 2024 08:39:21 GMT

Hi!

I have had an account previously. I then took out a contract with yourselves but via Reward Mobile so my number etc was changed in order to still get the deal. The number is still associated with the account I am logging into though, so unsure what has gone wrong.

thanks,

Amy

Re: Mobile account says closed?

Christopher_G — Sun, 11 Aug 2024 11:13:50 GMT

Hi @Amy2120000

If you speak with our Mobile Care team, they'll be able to remove any previous associations and make sure your mobile number and email address match up.

Chris

Re: Mobile account says closed?

ER85 — Thu, 22 Aug 2024 16:21:23 GMT

Hi! I'm experiencing the same problem with closed account, recently moved from PAYG to pay monthly SIM deal with same number!!!

Re: Mobile account says closed?

Katie_B — Thu, 22 Aug 2024 18:14:23 GMT

Hi @ER85.

Thanks for coming here.

Our customer care team on 150 will need to remove your old pay as you go account that is linked to your My EE account.

The team should also be able to link your new account and get everything set up for you.

Katie 🙂

Re: Mobile account says closed?

ER85 — Thu, 22 Aug 2024 18:37:33 GMT

Thank you!