topic Re: Returning EE customer - can't unlock account in Orders

Returning EE customer - can't unlock account

wattseliott — Mon, 22 May 2023 09:42:47 GMT

I haven't been an EE customer for sometime and tried to sign up to a new SIM only deal but my account is locked. Tried using the chat system to get someone to unlock but couldn't get through to anyone as I'm not an existing customer.

Re: Returning EE customer - can't unlock account

XRaySpeX — Mon, 22 May 2023 09:49:47 GMT

@wattseliott : If you're no longer an existing cust your a/c will have been closed but you don't need it anyway.

As you don't currently have a mobile phone or SIM contract with EE, logout of (or don't login to) your MyEE before going to the EE Shop to buy an EE mobile phone or SIM contract. It expects you to already have an EE mobile phone or SIM contract.

Re: Returning EE customer - can't unlock account

wattseliott — Mon, 22 May 2023 09:54:34 GMT

When I try to complete a purchase it asks me to login or register. It won't let me do either so I'm stuck.

Re: Returning EE customer - can't unlock account

XRaySpeX — Mon, 22 May 2023 09:58:27 GMT

What are you trying to buy?

Re: Returning EE customer - can't unlock account

wattseliott — Mon, 22 May 2023 10:08:52 GMT

It was just a sim only deal. I get to this screen and can't go any further.

To be honest if unlocking the account is this difficult it doesn't fill me with confidence should I have trouble as a customer. Having said that I'm impressed how quickly I got a response via this method.

Re: Returning EE customer - can't unlock account

Katie_B — Mon, 22 May 2023 11:56:29 GMT

Hi @wattseliott.

Do you get the account locked message when you enter your email address?

If yes, please could you screen shot only the error.

Katie

Re: Returning EE customer - can't unlock account

wattseliott — Mon, 22 May 2023 15:44:30 GMT

It take me to the login screen then appears to work before giving me the message; 'Unfortunately, we could n't log you in...'

Thanks,

Re: Returning EE customer - can't unlock account

Christopher_G — Mon, 22 May 2023 16:08:49 GMT

Hi @wattseliott

If you have a chat with our Mobile Care team, they'll be able to remove any associations from your email address so that you can register again from scratch.

Chris

Re: Returning EE customer - can't unlock account

wattseliott — Mon, 22 May 2023 16:57:58 GMT

I couldn't get through to anyone on the message system as it requires me to have an EE number. The free phone number doesn't appear to have any relevant options without providing an EE number. I'm just going to leave it and stick with O2.

Thanks for trying,

Eliott

Re: Returning EE customer - can't unlock account

Christopher_G — Mon, 22 May 2023 17:03:58 GMT

I'm sorry to hear that, @wattseliott

You should be able to get through, even without a number if you wait for a little while after it asks.

Chris

Re: Returning EE customer - can't unlock account

XRaySpeX — Mon, 22 May 2023 17:33:08 GMT

Try calling CS on +44 800 956 6000 (option 2 > option 4) . That won't ask for an EE mobile no.