topic Re: MyEE account closed in EE app and website

MyEE account closed

ismael2 — Sun, 23 Jun 2024 21:01:41 GMT

Hello,

I have just bought a eSim Plan today i went to MyEE account and it says it has been closed? can i have some help please

Re: MyEE account closed

Chris_B — Sun, 23 Jun 2024 21:18:16 GMT

@ismael2 A closed account means you are was an EE customer and left EE so you no longer have an account and need to open a new one. If you are going to use the same email address as this closed account you need to call customer services to request that they remove your email address from the old account or alternatively you can use a different email address to open a new account.

Re: MyEE account closed

ismael2 — Sun, 23 Jun 2024 21:20:55 GMT

How can i do that now, i won’t have the time to call customer service, i used that email when I was with EE that’s correct, but since i ordered my sim plan with that email what should i do

Re: MyEE account closed

XRaySpeX — Sun, 23 Jun 2024 21:34:51 GMT

@ismael2 : As @Chris_B suggests either call CS or get another email addy to register that SIM to a new EE a/c.

Re: MyEE account closed

Petefromchar12 — Thu, 24 Oct 2024 16:40:08 GMT

Just tried that. Got through after a 20 minute wait and they were clueless.

Re: MyEE account closed

Rach_H — Fri, 25 Oct 2024 09:41:50 GMT

Hi @Petefromchar12

Welcome to the Community!

Are you seeing the same error as @ismael2 when you log into your online account?

What did the team advise when you spoke with them about this?

Rach

Re: MyEE account closed

Petefromchar12 — Fri, 25 Oct 2024 10:01:47 GMT

Hi Rach,

Thanks for the reply.

When I log in to the EE app, I just get a message saying my account is closed. There’s a link to the final bill, but that’s broken, so I can’t even see my previous account number etc from a couple of years ago. There’s no facility for adding my new Payg number.

The customer support rep had no idea what the problem was, so referred to a colleague. The message was they’d had a few of these cases and it was an issue. They could give no idea when it would be fixed. I’m unwilling to run a phone without a functioning app.

Subsequently I’ve logged in to my account via the website. This gives you the option to link a new mobile number to the account, but towards the end of the process I had a screen that said I’d need to visit a store or dial 150 to confirm ID.

The irony is I’m a 3 customer, but because I’m moving to a house with no 3 signal I’m trying out EE and also O2 to see which performs best. I’ll be taking out a 24 month unlimited contract with the winner. How do you reckon EE is doing so far?!

I’ll persevere and visit a store maybe, if I’m near the big city at some point. Are you an EE employee? If so, can I suggest you tell management they have a gaping hole in their process for welcoming returning customers?

All the best and if you can intervene on my behalf in any way to get me out of this doom loop, I’d be extremely grateful!

Pete

Re: MyEE account closed

XRaySpeX — Fri, 25 Oct 2024 10:08:21 GMT

@Petefromchar12 : You need to call CS to delete your old contract MyEE a/c & then you can set up your new PAYG MyEE a/c afresh, using the same mobile no. & email addy if desired. You can't mix them under MyEE.

Re: MyEE account closed

Petefromchar12 — Fri, 25 Oct 2024 10:16:37 GMT

Thanks for the reply! That didn’t work when I phoned yesterday unfortunately.

And sorry, are you saying I can’t run two numbers in my EE at the same time? I just wanted to confirm, as I might take out a contract subsequently and I really don’t want to go through this shambles again!

Re: MyEE account closed

XRaySpeX — Fri, 25 Oct 2024 10:20:00 GMT

@Petefromchar12 : You can as long as they are all contract or all PAYG.

Re: MyEE account closed

Petefromchar12 — Fri, 25 Oct 2024 10:22:39 GMT

Thanks for your help!

Re: MyEE account closed

QueenLucy94 — Sat, 28 Jun 2025 11:34:39 GMT

Hi, I’ve got the same thing but I have not closed my account I’ve had this number over 10 years and from yesterday afternoon it’s stopped working

Re: MyEE account closed

XRaySpeX — Sat, 28 Jun 2025 13:26:30 GMT

@QueenLucy94 : Are you on contract or PAYG?

Re: MyEE account closed

QueenLucy94 — Sat, 28 Jun 2025 14:27:19 GMT

I’m pay as you go I have a pack it’s a £15 sim but because I pay direct debit it goes down to £13 if that helps. Thankyou

Re: MyEE account closed

Alex_H — Sat, 28 Jun 2025 15:00:12 GMT

@QueenLucy94 Just to clarify do you mean your actual number has stopped working or just the online account? Your online account showing an account closed message is most commonly caused by having a separate old account still linked to your online account.

If it is just the online account and your number itself is working as normal, your active account may not be linked to the e-mail address you have logged in with. You can try linking it via the profile button in the top right then selecting link a product.

If your actual number has stopped working entirely I would recommend getting in touch so one of our guides can have a check and make sure everything is ok on your account.

Alex

Re: MyEE account closed

QueenLucy94 — Sat, 28 Jun 2025 15:14:23 GMT

Yes my whole number my whole signal has gone off and I have no network this was randomly yesterday afternoon and it hasn’t came back on since I don’t have an old account as I’ve had this number for approx 10 years

Re: MyEE account closed

XRaySpeX — Sat, 28 Jun 2025 18:20:44 GMT

@QueenLucy94 : Maybe your PAYG SIM has gone into hibernation due to non-use. If it has, topping-up now would be too late.

When did you previously make a chargeable action? EE PAYG SIMs are deactivated after 6 months of non-chargeable use. You then have a further 3 months period of grace to call EE to reactivate it before it is lost completely.

You needed to make a chargeable action like making a chargeable call or text, topping up or buying a Pack or Add-on, not just using your mins, texts or data from your pack.