topic Re: My account has been closed and I cannot reactivate it in EE app and website

My account has been closed and I cannot reactivate it

ricardo1603 — Tue, 02 Sep 2025 10:00:38 GMT

I have had an EE account (login to the website and app) since 2023. However, as I stopped to use the product I had, my account has been closed. Although I can still log in, I get a message saying "Your account is now closed". I have recently started using EE mobile broadband and I have been unable to manage it because when I try to link up the product to my previous account, I always get an error message. I am about to switch from this mobile broadband to a Full Fibre Broadband package and I tried to associate this with my previous EE ID, again it was possible to do it, but I cannot find it when I login and I am afraid I will be unable to manage it as well. I have also tried to create a new EE ID with my email address but I get the message that there is an account for that email address (which is the only one that I can use!). I have spent hours on the phone to EE and I can never get anything resolved. Any help please?

Re: My account has been closed and I cannot reactivate it

XRaySpeX — Tue, 02 Sep 2025 10:04:01 GMT

You need to call CS to delete your old closed MyEE a/c & then you can set up your new MyEE a/c afresh, using the same email addy if desired.

Re: My account has been closed and I cannot reactivate it

ricardo1603 — Tue, 02 Sep 2025 11:14:55 GMT

I have been on the phone for an hour now and no resolution yet. So thumbs down!

Re: My account has been closed and I cannot reactivate it

Peter_W — Tue, 02 Sep 2025 13:41:02 GMT

Good afternoon @ricardo1603.

Welcome to the Community!

I'm disappointed to hear that you've not been able to sort this when speaking with our team, but you've definitely gone to the right place for getting this sorted.

Sometimes we will need to get this raised to an offline support team for further investigation, but they'll aim to keep you in the loop with all that's happening.

One other thing to make sure of is check that all your account details match perfectly too - if the old account hasn't been removed and the spelling of your name is different, or the address isn't matching, then any linking will fail.

Peter