topic Re: When is a customer not a customer? in Contracts & Billing

When is a customer not a customer?

Bobbythedog64 — Fri, 08 Jul 2022 18:26:38 GMT

So having left EE in June I decided to try another network, but unfortunately the coverage in my house is non existant so I decided I'd switch back to EE.

I've found the sim deal I wanted through Uswitch but when it transfers back to the EE site to buy it, the EE site says I'm still a customer (even though the account says closed and the final bill payment was made back in June). It then kicks me out and tells me I can't complete the purchase.

So my question is, how can I get EE to actually close my old account so I can register as a new customer?

Re: When is a customer not a customer?

Profile closed — Fri, 08 Jul 2022 18:46:30 GMT

Hi @Bobbythedog64

Welcome to the EE Community,

If you use a different email address it should allow you to proceed then if that doesn't work call freephone 0800 956 6000 select option 2 then option 1 & a sales advisor will be happy to process your order for you 🙂

Thanks,

David

Re: When is a customer not a customer?

Bobbythedog64 — Fri, 08 Jul 2022 18:52:20 GMT

Thanks @Profile closed

Yes, I tried with a different email address as well but sadly I got the same result. Calling the advisor (or anybody) means I'd have to go out for a bit of a drive (no reception with new provider🙄) so that'll have to wait until tomorrow.

Cheers though 👍

Re: When is a customer not a customer?

Profile closed — Fri, 08 Jul 2022 18:56:29 GMT

@Bobbythedog64 do you have a EE store near you ?

Re: When is a customer not a customer?

Bobbythedog64 — Fri, 08 Jul 2022 19:08:29 GMT

Yes, 5 miles away. But by the time I've driven over AND managed to find somewhere to park and walked over, I might just as well drive up the hill and then call customer service.

Guess I'm so used to being able to sort most things 'online' that I've become lazy(er) 😂

Cheers for the steer though

Re: When is a customer not a customer?

Profile closed — Fri, 08 Jul 2022 19:11:59 GMT

@Bobbythedog64 the sales team will be able to help you then once your back on EE if you call customer services they will be able to associate your new account number with your existing MyEE account.

Re: When is a customer not a customer?

XRaySpeX — Fri, 08 Jul 2022 22:29:47 GMT

When you come to buy the SIM on the EE site, don't login to any MyEE a/c & you will be taken as a new cust. By logging into MyEE it assumed you are an existing cust.

Re: When is a customer not a customer?

Bobbythedog64 — Sat, 09 Jul 2022 05:54:53 GMT

Thanks @XRaySpeX but when I initially tried to buy the SIM I was after I wasn't logged in at all! It was only once I added my personal details that it said I couldn't continue the process and HAD to log in as I was an existing customer.

As @Profile closed suggested, I even tried a different email address but I'm guessing it must have been my name/address/dob combo that it recognised (I even cleared my web browser cache incase it was picking up former visit details from there)

Re: When is a customer not a customer?

XRaySpeX — Sun, 10 Jul 2022 16:06:13 GMT

It recognised your email addy from when you were an EE cust. When you come to buy the SIM on the EE site, don't login to any MyEE a/c & don't give an email addy that you used before with EE as your contact email.

Re: When is a customer not a customer?

Leanne_T — Mon, 11 Jul 2022 06:50:54 GMT

Hi @Bobbythedog64

Thanks for coming here.

If you can try following @XRaySpeX's advice and if the same happens, please give us a call and the team will be happy to help.

Thanks 🙂

Leanne.