topic Re: "Account is cancelled" whenever i am trying to browse sim cards online in EE app and website

"Account is cancelled" whenever i am trying to browse sim cards online

diann2133 — Sun, 09 Mar 2025 15:31:27 GMT

I currently have broadband with EE and was also looking to get a sim card, but whenever i try to look into "EE One" or "Explore Mobile" on the website i get "Your account’s cancelled To get our best prices, you need to be an EE customer." the broadband section and any other section of the website works completely fine.

I have tried phoning up to get this fixed which they put down to some reason such as "you are trying to add a sim card to a phone that doesn't exist" as i previously have a phone contract with ee but i was not trying to add a sim to any phone just trying to browse so i just hung up because after 30 minutes i was getting no where and the person on the phone was extremely unhelpful, i then went in store to speak to someone who was more concerned about selling me a sim card himself than actually fixing it, i want my account fixed not only the sim card so in the end it never got fixed.

i have attached photos of the mobile portion of the site not working and the broadband part working

Edit: would also like to add this can be replicated on any device/browser and even on the EE App

Re: "Account is cancelled" whenever i am trying to browse sim cards online

XRaySpeX — Sun, 09 Mar 2025 17:05:33 GMT

Are you logging in to the a/c that used to have the old phone contract? If so, that a/c would be cancelled. You need to make another a/c or you need to call CS to delete your old MyEE a/c & then you can set up your new MyEE a/c afresh, using the same email addy if desired.

Re: "Account is cancelled" whenever i am trying to browse sim cards online

diann2133 — Mon, 10 Mar 2025 15:38:24 GMT

Thanks for your help. Yes i am logging into the same ac as the old contract but i also use that ac for my broadband and tv so if i opened a new ac i would be right in saying that i would not be able to get any special offers that broadband customers get? and would i also be right in saying it would be impossible to have the ac deleted as it is used for my broadband and tv package?

Re: "Account is cancelled" whenever i am trying to browse sim cards online

XRaySpeX — Mon, 10 Mar 2025 15:56:13 GMT

Yes, you'd be right.

As you are currently not a mobile cust of EE you need to browse the shop & order the SIM while you are not logged into your EE a/c.

Re: "Account is cancelled" whenever i am trying to browse sim cards online

Matt_124 — Mon, 10 Mar 2025 17:09:54 GMT

It is possible EE Customer Services could remove the old closed mobile account number from your current EE ID which houses your BB and TV. If this can be done it should get rid of this message.

Re: "Account is cancelled" whenever i am trying to browse sim cards online

XRaySpeX — Mon, 10 Mar 2025 17:20:40 GMT

I don't think so, @Matt_124 . EE site has never allowed you to order any mobile contract while logged into any MyEE that did not already have a mobile contract linked to it. Thereby declaring that you were "not an EE cust" even when you had a BB contract or a PAYG plan.

Re: "Account is cancelled" whenever i am trying to browse sim cards online

diann2133 — Mon, 10 Mar 2025 17:51:30 GMT

Do you know what would be the best way to go about getting the special offers for simcards for broadband customers that show up when i log in then? as they show up on my homepage when logged in but when i click on the offers i get the same old "your account is cancelled" message. Or is this an issue that is potentially unsolvable and would require reluctantly going in store to get the deal.

Thank you again for your help!

Re: "Account is cancelled" whenever i am trying to browse sim cards online

XRaySpeX — Mon, 10 Mar 2025 17:55:36 GMT

Buy the SIM-Only whilst logged out. Then log in to your BB EE a/c & link the new no. to it.

Re: "Account is cancelled" whenever i am trying to browse sim cards online

diann2133 — Mon, 10 Mar 2025 17:57:10 GMT

Alright, thanks for your help.

Re: "Account is cancelled" whenever i am trying to browse sim cards online

Matt_124 — Mon, 10 Mar 2025 19:00:01 GMT

That's odd, I would imagine there's bound to be some way for them to cross-sell EE One offers to customers through their online account if theyre currently a BB-only customer.

Definitely not working as designed if that is the case for every Broadband only customer.

It's just intriguing this message in particular seems to only be popping up for people who have been with EE for mobile in the past.

The whole premises of the EE ID system was supposrd to make it easier for customers to be offered additional products and is the reason for all the "Save £20 a month with EE One" banners.

Under Legacy EE Broadband and the old MyEE style accounts, I knew it was difficult to purchase additional products, but it should work with New EE EEID accounts.

I do still think it could be worth OP reaching out to double-check there isn't an old Billing Account Number stuck on the EE ID as it doesn't just state they're not an EE customer, it specifically mentions a closed account.

I do know people personally who were able to add EE SIMs to their Broadband Only Accounts under the EE One offers and it was entirely self-serve, but they had never been with EE before for mobile.

Re: "Account is cancelled" whenever i am trying to browse sim cards online

RedOrchestra — Sun, 20 Jul 2025 00:17:36 GMT

I have the same issue. Why would the account be cancelled when it still has broadband?

It was fine for months as I've cancelled my phone contract at Christmas, it's only just said my accounts been cancelled now, but still shows me my broadband bill fine!

Re: "Account is cancelled" whenever i am trying to browse sim cards online

Katie_B — Sun, 20 Jul 2025 06:56:16 GMT

Hello @RedOrchestra.

Our customer care team should be able to unlink your old mobile contract so you do not get this message.

Please be sure to give us a call so they can get this resolved for you.

Katie