topic Broadband customer unable to add EEone sim in Orders

Broadband customer unable to add EEone sim

Backtoeeagain — Mon, 20 Apr 2026 10:26:12 GMT

I am a relatively new EE broadband customer .i used to have my rolling monthly sim but then ported out the number due to bill price increase. I am now wanting to add another sim to avail the EEone unlimited data benefit but every time I add , I get the error “Your account’s cancelled

To get our best prices, you need to be an EE customer.”

I am still an EE customer and feel quite excluded and slightly frustrated being able to add anything to my current EE account, hit with the same error message. I still have about 20 month or so left in my broadband contract or would’ve left EE altogether or moved to a provider who would be willing to pay me the termination fee. As my initial mobile was ported , I’ve also lost the chat feature which I liked as a disabled person. Can anyone explain why I’m unable to add any products. Have I been blocked out ?

thanks

Re: Broadband customer unable to add EEone sim

XRaySpeX — Mon, 20 Apr 2026 14:05:13 GMT

@Backtoeeagain : As you don't still 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. Otherwise, it expects you to already have an EE mobile phone or SIM contract.

Re: Broadband customer unable to add EEone sim

Matt_124 — Mon, 20 Apr 2026 14:11:25 GMT

Your Mobile Account has been closed but is still linked via your EE ID. Broadband and Mobile accounts operate independently, but are however linked together via an EE ID Account.

You would need to speak to EE Customer Services about this and ask them to remove the closed account from your EE ID so that you can then rejoin as a new Mobile customer on the same EE ID as your broadband, utilising your EE One benefits (discount).

Live Chat is a feature exclusive to EE Mobile customers and the cancellation of your previous Mobile product(s) caused this to disappear. This will not return to your App until an active Mobile product is linked to your EE ID.