topic Re: Reopen account in Contracts & Billing

Reopen account

Yitingkuo — Fri, 30 Aug 2024 12:21:39 GMT

I'm not in the UK right now so I didn’t use my EE number, but when I checked the bill I found that my account was closed. I will go back to the UK on 25/9 How do I reopen it? (If I don’t want to make international calls

Re: Reopen account

Yitingkuo — Fri, 30 Aug 2024 12:47:45 GMT

I'm not in the UK right now so I didn’t use my EE number, but when I checked the bill I found that my account was closed. I will go back to the UK on Sep 25 How do I reopen it? (If I don’t want to make international calls, I try to call it from Taiwan by my +886number but it seems not available

Re: Reopen account

Chris_B — Fri, 30 Aug 2024 12:49:37 GMT

@Yitingkuo unless you terminate your account it shouldn’t be closed as your contract customer (you have a bill ) and you must still be paying for it. to get this resolved, you’re going to have to call customer services to enquire why your account is closed.

Re: Reopen account

Yitingkuo — Fri, 30 Aug 2024 12:56:32 GMT

I used to be charged automatically, but I didn't receive the notification after I returned to Taiwan. Until my family received a reminder mail, that said it was the final bill if I didn't pay. but I complete the payment within the time. btw +44 07953 966 150 is it the right number for customer services?

Re: Reopen account

Chris_B — Fri, 30 Aug 2024 13:00:52 GMT

@Yitingkuo that’s correct

Re: Reopen account

Yitingkuo — Fri, 30 Aug 2024 13:04:14 GMT

For somehow I can’t make calls at the moment. How many days will it take back the number after the account is closed?

I hope I can start with the original number.

Re: Reopen account

XRaySpeX — Fri, 30 Aug 2024 13:24:51 GMT

If your a/c has been closed, you can't get back that particular no. but will need to open a new a/c with a new no.

Re: Reopen account

Peter_W — Fri, 30 Aug 2024 15:30:12 GMT

Good afternoon @Yitingkuo

Welcome to the EE Community 👋

If a pay monthly account is closed, you can normally request reconnection within 90 days, but it will depend on the circumstances of the disconnection.

What's happening when you try to call our team?
As we don't have account access via this forum, it would definitely be best to speak with someone direct so we can bring these details up and confirm for sure what's happening.

Peter