topic Re: Account closed after my plan change in EE app and website

Account closed after my plan change

liu02 — Mon, 03 Mar 2025 12:54:38 GMT

I recently changed my pay as you go plan to a monthly-pay plan. However, after my call with the ee customer service, my ee account was closed. I want to figure out the reason and get access to my new plan as soon as possible. Moreover, I tried to pay my final bill but failed. The app told me my information cannot be loaded.

Re: Account closed after my plan change

XRaySpeX — Mon, 03 Mar 2025 13:06:02 GMT

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

There isn't any bills, final or otherwise, with PAYG.

Re: Account closed after my plan change

liu02 — Mon, 03 Mar 2025 16:49:29 GMT

I was shown on the app that my account does not exist any more. Do I need to delete it again by myself? Thanks a lot.

Re: Account closed after my plan change

XRaySpeX — Mon, 03 Mar 2025 16:56:52 GMT

You can't delete an a/c but you could Remove your PAYG no. from it so that you can use it in another EE a/c with a diff EE ID email addy.

Re: Account closed after my plan change

liu02 — Mon, 03 Mar 2025 17:08:34 GMT

Where can I remove my PAYG no.? I cannot see any options from the profile.

Re: Account closed after my plan change

XRaySpeX — Mon, 03 Mar 2025 17:24:24 GMT

Not under Profile but in your online MyEE: Home > Plans & Subs > Manage numbers > Remove & Confirm.

Re: Account closed after my plan change

liu02 — Mon, 03 Mar 2025 17:38:23 GMT

I cannot see "Remove & Confirm" on my website. There is only one button clicked to subscription where no information is shown.

Re: Account closed after my plan change

XRaySpeX — Mon, 03 Mar 2025 18:43:31 GMT

It's not 1 phrase. It's Remove & then Confirm.