topic Re: How do I reactivate my account? EE cancelled my account without any warning! in EE app and website

How do I reactivate my account? EE cancelled my account without any warning!

Numklop83 — Sat, 28 Dec 2024 14:48:10 GMT

EE Cancelled my mobile phone account without warning today.

I have tried searching the website for a couple of hours and it keeps sending me around in circles.

Most of the help suggestions instruct me to call a number which I'm unable to do because EE cancelled my account.

I can't even use the 150 number which I would have thought I would still be able to use.

I'm guessing I wasn't keeping up with my bills but what infuriates me beyond measure is that I cannot find any text messages or emails warning me that there was something in need of addressing.

I cannot even find anywhere on the website where I might be able to enter into a text conversation with someone.

All I can find is an address where I can write to using snail mail from the dark ages.

Utterly appalling.

I am somewhat disabled with Multiple Sclerosis and my mobile phone is a vital lifeline for me and I have found myself feeling increasingly distraught at the way I have been cut off without warning and that the EE website is so utterly useless for someone in my position.

I am dumbfounded by the fact all the supposed 'help' information assumes you can use a phone to make contact. Utterly ridiculous given that the geniuses at EE have cut me off.

I would be so incredibly grateful if somebody here could help me find some way of contacting the nincompoops at EE to rectify this situation.

I will gladly pay any outstanding fees, but I feel so let down by the lack of communication before this occurred.

Re: How do I reactivate my account? EE cancelled my account without any warning!

Northerner — Sat, 28 Dec 2024 15:21:00 GMT

Hi @Numklop83

Are you on EE PAYG or pay monthly contract.

If PAYG is your account in hibernation: https://ee.co.uk/help/mobile/manage-use/pay-as-you-go/pay-as-you-go-credit-run-out-when-i-havent-made-calls

Thanks

Re: How do I reactivate my account? EE cancelled my account without any warning!

Numklop83 — Sat, 28 Dec 2024 16:00:02 GMT

Hey hey @Northerner thank you so much for taking a few moments to reply.

My account is not in hibernation and when I log in to my online account the only thing I'm able to see is that my account has been cancelled / disabled.

I think I was on PAYG but I can't view any of my online account details anymore to be sure.

Re: How do I reactivate my account? EE cancelled my account without any warning!

XRaySpeX — Sat, 28 Dec 2024 16:08:22 GMT

@Numklop83 : Try calling CS on the Freephone no. in my sig.

Re: How do I reactivate my account? EE cancelled my account without any warning!

Numklop83 — Sat, 28 Dec 2024 16:21:01 GMT

I can't do this because EE cut my phone service. To make phone calls I need a phone that functions.

So yes I can ask someone to lend me their phone but given that EE didn't warn me what was coming I think the Company should be offering to contact me in some way.

I'm so angry about the lack of communication and how difficult I have found it to get anywhere fast, I think I will just go elsewhere.

Re: How do I reactivate my account? EE cancelled my account without any warning!

bristolian — Sat, 28 Dec 2024 16:29:54 GMT

@Numklop83 wrote:

EE Cancelled my mobile phone account without warning today.

An active SIM will only be cancelled in the following scenarios..

Use of a PAC or STAC to port out. A pay-monthly line having given 30days cancellation notice. A PAYG line put into hibernation due to lack of chargable usage.

Edited to add a pay-monthly line that has already been suspended for non-payment, and further months have passed by - as correctly pointed out by Xray.

Re: How do I reactivate my account? EE cancelled my account without any warning!

XRaySpeX — Sat, 28 Dec 2024 16:25:23 GMT

+ contract bills in default for some months.

Re: How do I reactivate my account? EE cancelled my account without any warning!

Numklop83 — Sat, 28 Dec 2024 16:26:02 GMT

P.S. EE has obviously spent a fortune on getting Kevin Beef Lamb and Bacon to tell us all about the awesomeness of EE. From where I'm looking I'm astounded at such claims because all I see from EE is an absolute pile of stinky old poo.

Re: How do I reactivate my account? EE cancelled my account without any warning!

XRaySpeX — Sat, 28 Dec 2024 16:27:16 GMT

Use another phone or try calling CS on the Freephone no. in my sig. on Skype over WiFi. It should be free.

How would EE know you wanted to contact them?

Re: How do I reactivate my account? EE cancelled my account without any warning!

Numklop83 — Sat, 28 Dec 2024 17:00:38 GMT

Hey hey @bristolian

Thank you so much for sparing the time to share your input.

My account isn't showing as suspended, it's cancelled.

My biggest complaint is that I cannot find any emails or texts warning me of a potential account cancellation.

And now that I cannot view my account - the only thing I can see is that my account has been cancelled - I still have no idea about the reason behind my account cancellation. I cannot view my billing details or anything other than the fact my account is cancelled.

I am dumbfounded at the lack of information, the lack of communication and more than this, how difficult it has proven to be for me to reach anyone who can help me.

My mobile phone is an important lifeline for me because of my disability, so I have been crushed by the way this has been done without warning.

I didn't completely understand your explanation but I'm pretty sure none of the scenarios you described apply to me.

I just feel so desperately sad about the way I have been treated. It would have been nice if a human - if anyone can remember such a creature - could have warned me politely what was coming. As I have said before, no texts, no emails. Why not?

I have already said that I would have rectified any missed payments if only somebody could have emailed or texted me.

Last of all, even if I missed something there was no final warning.

Disgusting! What a serious lack of respect or human touch.

I have wasted too much time on this today, so I'm going to go and find another provider.

What a waste of money getting Kevin Chicken and Beef Bacon to tell me how awesome EE is when this was just an exercise in billowing enough hot air to launch a million hot air balloons.

Re: How do I reactivate my account? EE cancelled my account without any warning!

bristolian — Sat, 28 Dec 2024 17:07:17 GMT

You need to have a conversation with EE-CS, who can be contacted on 07953 966150 from any working phone, or +44 800 9566000 from a web-calling app such as Skype.

There may be a valid underlying reason, that won't be identified by an emotive approach.

Re: How do I reactivate my account? EE cancelled my account without any warning!

Numklop83 — Sat, 28 Dec 2024 17:17:59 GMT

Thanks for the tip about using an online phone service, this hadn't crossed my mind, But honestly I've wasted enough time already, so I will just go and sign up with another provider on Monday.

I was fascinated by this sentence of yours here:

"There may be a valid underlying reason, that won't be identified by an emotive approach."

The second half of that sentence makes me feel like I'm talking to an AI that sees itself as superior to all those pesky humans who are constantly hamstrung by unhelpful emotions and stuff.

Human beings are terrible but one thing I love about them, including the worst of them, is that they do at least have feelings and stuff.

Re: How do I reactivate my account? EE cancelled my account without any warning!

XRaySpeX — Sat, 28 Dec 2024 17:26:35 GMT

Regardless of what your closed a/c says now, when you were using this SIM in the past did you either get a monthly bill on demand by EE which you had to pay within a few days or did you top it up with money credit from time to time whenever you wanted. You must remember! That would show whether you were on contract or PAYG which in turn will help to ID which of @bristolian 's scenarios has taken effect.

Re: How do I reactivate my account? EE cancelled my account without any warning!

Lesley_W — Sun, 29 Dec 2024 13:09:10 GMT

Hi @Numklop83

Thanks for coming to our community.

I understand how important your phone is to you and I'm sorry that this has happened. It's certainly not usual for you to be cancelled without any warning, did you manage to call in on Skype to see what's happened as @XRaySpeX and @bristolian have suggested?

Lesley

Re: How do I reactivate my account? EE cancelled my account without any warning!

Numklop83 — Thu, 02 Jan 2025 06:01:14 GMT

XRaySpeX

Thank you for somehow appearing to assume I'm a nincompoop of epic scale.

When I said EE had cut me off without warning, no texts or email, I wasn't weaving tales for my own entertainment.

The main thing at which EE has excelled thus far has been taking my money every month.

The last time they did so was December 13th.

I'm guessing somebody that works for them has been reading my comments here because my service was miraculously restored approximately two hours before the New Year arrived. Along with all the text messages they never sent me about my billing.

They took my money like absolute experts every month.

They restored my service a couple of hours before the New Year began.

They still haven't explained to me why they cut me off in the first place.

I don't know why you have such a high community ranking here, other than by guessing you're on the payroll to cast doubt upon anyone who raises any valid complaints against EE.

Re: How do I reactivate my account? EE cancelled my account without any warning!

Numklop83 — Thu, 02 Jan 2025 06:07:14 GMT

P.S.XRaySpeX

I'm even more angry now than I was previously, because EE restored my service without explaining to me why they took it away in the first place.

Thank you for mistaking me for some kind of numbskull.

Re: How do I reactivate my account? EE cancelled my account without any warning!

Numklop83 — Thu, 02 Jan 2025 06:26:00 GMT

I don't know why you think I should have needed to spend my valuable time asking for EE to restore a service I have been paying for every month, despite never texting or emailing me about the money being collected from me much like clockwork.

My service was restored a couple of hours before the New Year arrived, yet I'm still awaiting any explanation for why I was cut off in the first place, or why I suddenly received a flood of texts I never received when I should have done about my billing.

If I do not receive any explanation and a few months free service as compensation I will take my custom elsewhere.

I know this is a meaningless gesture when set against a giant corporation, so for that, I already recognise what a spectacularly useless thing that is for me to say.

Re: How do I reactivate my account? EE cancelled my account without any warning!

Katie_B — Thu, 02 Jan 2025 08:07:37 GMT

Hi @Numklop83.

Thanks for coming back here and letting us know your service has been restored.

Have you been able to contact our customer care team for an explanation?

We have no account access here on the community to be able to look into any notes on your account.

Katie