topic Email address needs to be deleted in Contracts & Billing

Email address needs to be deleted

LCGL — Wed, 20 Nov 2024 14:05:05 GMT

My husband has recently passed away, so I phoned EE to cancel his phone number. I have been using the old email address which I wish to retain for the new account however I can’t make a new account although I have got an account number from EE to be able to, login and see what my bill is. It keeps referring to a now closed account! Do I need to go down the complaints route? I have all the paperwork

Re: Email address needs to be deleted

Chris_B — Wed, 20 Nov 2024 14:11:30 GMT

@LCGL you need to call customer support because the email address is still registered on the EEs systems so you can not setup an account with it, they can remove it so then you can use it for your new account.

the old account might be closed but the email address is still registered and until it’s removed you cannot set an account up with it.

Re: Email address needs to be deleted

Profile closed — Wed, 20 Nov 2024 14:36:16 GMT

Hi LCGL

I'm so sorry for your loss. The last thing you need right now is "computer says so" impersonal rubbish, and I hope you get sorted out. This is a community (customer) forum, and no-one here can access your account, so you'll need to ring them..

Take care,

Mike

Re: Email address needs to be deleted

Christopher_G — Wed, 20 Nov 2024 15:42:22 GMT

Hi @LCGL

Welcome to the community, I'm sorry for your loss.

I think @Chris_B is right. It sounds like the email address may be linked to the account which has been closed. If you speak to our Customer Care team, they'll be able to unlink it from that one, so that you can link it to the new account.

Let us know how you get on.

Chris