topic Re: Your account is now closed. in EE app and website

Your account is now closed.

KevinWang — Sat, 22 Nov 2025 16:42:33 GMT

I moved from Pay As You Go to Pay Monthly, and then my account started showing the message: “Your account is now closed.”
I linked my phone number to the old account and it now shows my updated name; however, it still says “Your account is now closed.”
I have contacted 150 twice, and they said there is nothing wrong showing on their side.

Re: Your account is now closed.

XRaySpeX — Sat, 22 Nov 2025 19:15:41 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.

Re: Your account is now closed.

KevinWang — Sun, 23 Nov 2025 18:31:07 GMT

After I called them, they said all I can do is wait for a solution for anywhere from a few weeks to a month. Seriously?

Re: Your account is now closed.

KevinWang — Sun, 23 Nov 2025 18:32:34 GMT

I tried to "link product" to the email address, but it still says "account closed"

Re: Your account is now closed.

XRaySpeX — Sun, 23 Nov 2025 18:41:01 GMT

Yes, you need to wait until CS have deleted your old a/c before you can register a new a/c.

Re: Your account is now closed.

gf4244 — Wed, 26 Nov 2025 10:09:08 GMT

Going through this exact issue but t150 tells me that it is a known system issue -- this has been a month now. Crazy I cannot view my account online! There has to be a better solution; I have called now five times.

Re: Your account is now closed.

Debbie_G — Wed, 26 Nov 2025 13:16:28 GMT

Hi @gf4244.

Welcome to the community.

I’m really sorry to hear you’ve been experiencing issues viewing your account online.

When you spoke with our team previously, did they advise what steps are being taken to resolve this?

If not, I’d recommend getting back in touch so this can be investigated and escalated if needed.

If you prefer, you can also raise a formal complaint using our Complaint form. A dedicated team will look into it and contact you directly to talk about it.

Debbie

Re: Your account is now closed.

gf4244 — Thu, 27 Nov 2025 17:52:26 GMT

Hi @Debbie_G -

Thank you for the response. When speaking with the team, they just said it was a 'known issue' and that there were no notes or updates to check a week later but a month has now past. I check both the web and the EE app daily to see if it has been resolved but receive the same error: "Your account is now closed."

I will submit a formal complaint as recommended, thank you.

Re: Your account is now closed.

Leanne_T — Sat, 29 Nov 2025 08:30:02 GMT

Hi @gf4244

Please let us know how you get on after one of the complaints team get in touch to discuss the account.

I hope this is sorted soon for you 🙂

Leanne.

Re: Your account is now closed.

KevinWang — Tue, 02 Dec 2025 18:28:07 GMT

Hi @gf4244

Please let us know how you get on after one of the complaints team members gets in touch to discuss the account.

I hope this is sorted soon for you 🙂

Best,Kevin

Re: Your account is now closed.

gf4244 — Wed, 03 Dec 2025 12:52:42 GMT

Hi @KevinWang and @Leanne_T -

Thanks very much for the follow-up. Unfortunately, no, after I filed the complaint there is still no resolution. A lovely representative contacted me but said there is no timeline for resolution. This will soon be the second month where I am still unable to view my account online. Any other tips on how to proceed?

Re: Your account is now closed.

XRaySpeX — Wed, 03 Dec 2025 13:25:23 GMT

@gf4244 : If there's no resolution after 8 weeks you may escalate your complaint to EE's ADR provider, Ombudsman Services.

Re: Your account is now closed.

Michael_D — Wed, 03 Dec 2025 13:31:56 GMT

Thanks for coming back with an update @gf4244.

It sounds like there will be a ticket open for this already, but there won't be a timescale just yet.

You can text the codes on this page to 150 to get some account information, or if you need a copy of your bill, speak to our guides on 150, who can discuss a way to get this to you.

Michael