topic Re: Your account’s cancelled in SIM cards & Porting

Your account’s cancelled

Rky — Sun, 02 Mar 2025 18:44:58 GMT

Trying to buy new EE SIMO as EE One as I already have EE broadband but upon login getting this error instead of SIM Plan buy page

Typo -

Your account is cancelled

Re: Your account’s cancelled

Chris_B — Sun, 02 Mar 2025 20:51:36 GMT

@Rky Are you a EE customer for your mobile? If not can not purchase as a EE one customer as you need to have a contract already to be an EE one customer.

PLEASE READ THIS

Once you have a contract you become a EE one customer because you have EE broadband

Re: Your account’s cancelled

Matt_124 — Sun, 02 Mar 2025 23:32:09 GMT

@Chris_B Customers with EE Broadband and who are looking at EE Mobile certainly can take up the EE One offers.

They do not need to already have a mobile contract to do this, they simply purchase their chosen EE One discounted mobile subscription through the online account the broadband is linked to.

@Rky In this case it looks like an issue with the EE ID, possibly an old closed account is linked to this EE ID and needs to be removed by calling CS on 150. They should be able to remove whatever closed account is linked to it and this should then enable you to make your purchase.

Re: Your account’s cancelled

Rky — Mon, 03 Mar 2025 18:16:36 GMT

Thanks, EE is logged in with same email which broadband has, will call customer support this weekend.

Re: Your account’s cancelled

Leanne_T — Tue, 04 Mar 2025 08:40:34 GMT

Hi there @Rky

Thanks for coming back to the community 🙂

If you can give us a call at the weekend, the team will be happy to help you get this sorted and get the SIM ordered.

Let us know how you get on.

Leanne.

Re: Your account’s cancelled

Rky — Wed, 12 Mar 2025 18:46:47 GMT

Yes I’m EE BB customer and earlier I was EE SIMO customer too, I’ll call CS and get the previous SIMO removed and ask them to order new over the call if they will think ordering via web has issues

Re: Your account’s cancelled

Rky — Fri, 14 Mar 2025 11:56:30 GMT

I called CS and Tech team said we can’t remove this existing closed account until you buy now a new sim with us 🤐

Re: Your account’s cancelled

Rky — Fri, 14 Mar 2025 11:57:51 GMT

I wanted to buy online as I have discount code; I felt this is wrong if they are not willing to remove; can someone help from community I can DM my details please

Re: Your account’s cancelled

Leanne_T — Fri, 14 Mar 2025 15:42:43 GMT

Hi there @Rky

Thanks for coming back to us.

I am sorry we have no account access on the community. The best people to get this looked into for you and see what can be done is our sales team. If you can try calling again on 0800 956 6000, they will get this looked into for you.

Leanne.

Re: Your account’s cancelled

Rky — Fri, 14 Mar 2025 21:30:45 GMT

I purchased new sim using new email online, can I ask them to merge this account number to my old sim because EE app only takes login from one email so if broadband and sim will be under one email it would be great

Re: Your account’s cancelled

Matt_124 — Fri, 14 Mar 2025 22:00:08 GMT

Did you get the EE One offers on this SIM? Or what plan did you go for?

Re: Your account’s cancelled

Rky — Sat, 15 Mar 2025 08:08:02 GMT

I took normal plan because with EE One with that email it says your account is closed and then purchase journey is lost so I used new email and with new email ee one won’t work coz it doesn’t detect you already have broadband so I had no choice

Re: Your account’s cancelled

Rky — Sat, 15 Mar 2025 15:23:48 GMT

Email issue is resolved, simply

click on link product

enter number and get sms OTP

enter it and boom it will delete your new account and move data to old account so everything will be at one place

Re: Your account’s cancelled

Tony319 — Fri, 19 Sep 2025 14:49:35 GMT

I have been having precisely this problem for months. I phoned and was told it was because I had an old SIM account which I had cancelled. However, the person I spoke to claimed it was impossible to delink the accounts and said all she could do was put me through to sales. I explained that all I wished to do was browse the deals on offer not get into a chat with a sales person.

No dice. So I gave up and remained with my current SIM provider.

The most irritating thing is I continue to receive marketing emails but then cannot access rhe ‘offer’.

Re: Your account’s cancelled

Peter_W — Fri, 19 Sep 2025 17:42:29 GMT

Good afternoon @Tony319.

I'm disappointed to hear you've opted to switch back to a different provider here, but I appreciate the frustration of feeling like things aren't progressing with a resolution.

Now that things are cancelled at our end, if you don't want to receive any further marketing from us, you're definitely able to opt-out of this.

Just head over to our privacy centre, and here it will give you the option to manage how we hold and use your data.

Peter