topic Re: EE website shows Account cancelled when trying to take out a new SIM only in EE app and website

EE website shows Account cancelled when trying to take out a new SIM only

Imaxgt — Fri, 03 Jul 2026 09:27:04 GMT

Hi all, until recently I had EE broadband and a 30 day SIM only, following the end of my offer I moved broadband to Sky, and SIM away to Vodafone.

I won't bore people with the issues on Sky, but have now taken out a new broadband agreement with EE, which has gone through fine and due to come online a week today (Equipment arrived today), I've gone to re-take out a new SIM only agreement but when it goes to the basket it says 'your account's cancelled' to get our best prices you need to be on EE customer, with a link back to the shop.

Any ideas how to fix this? I can't message EE in the app as it isn't an option (assuming this will be once the broadband goes live again)?

Re: EE website shows Account cancelled when trying to take out a new SIM only

Imaxgt — Fri, 03 Jul 2026 10:06:28 GMT

I've also noted from the forum that people have found success in 'linking products' but you can't get the rolling 30 day EE one SIM this way as you need to sign in to get it

Re: EE website shows Account cancelled when trying to take out a new SIM only

JimM11 — Fri, 03 Jul 2026 12:15:12 GMT

@Imaxgt Think you have to be live on the Broadband account before the Mobile side is allowed with the terms.

Re: EE website shows Account cancelled when trying to take out a new SIM only

Peter_W — Fri, 03 Jul 2026 12:25:43 GMT

Welcome back to the Community, @Imaxgt

As @JimM11 has mentioned here, it's definitely worth waiting until your broadband service is active before looking into these mobile options.

Also there's a chance your previous mobile account is still active with the EE ID you're trying to set up here, which would be causing this clash.

If you speak with our team, they should be able to check any existing associations and ensure any deactivated accounts are no longer linked.

Peter