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Can't use app, says account suspended but bills are paid.

beckywood
Explorer

‎06-11-2021 05:02 PM

Hi. My account was suspended in June due to an issue with payment. All sorted in July, but ever since then the app says my account is suspended and I can't do anything on the app. I've left it as I thought over time it would sort itself out, but it never has. I've uninstalled the app and reinstalled. I've reset my email and passwords. I've even called EE to see why this was happening today and even they are baffled! I don't use the app too much but it's really annoying as I can't do anything, even check my usage and I am due an upgrade this month, so could do with everything working ideally. If anyone has had anything similar or knows of anything I could try to resolve this, please let me know. Thanks. 

0 Helpful
4 REPLIES 4
XRaySpeX
Grand Master
Grand Master

‎06-11-2021 06:56 PM

NM the app, can you use your online MyEE OK?

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC => 2020: EE 40 Meg FTTC => 2022: EE 80 Meg FTTC (no landline number)
0 Helpful
Christopher_G
EE Community Support Team

‎07-11-2021 08:39 AM

Welcome to the community, @beckywood.

 

That's a great suggestion from @XRaySpeX. Could you try logging into your My EE account through another device, or through your phone browser?

 

Chris

0 Helpful
beckywood
Explorer
In response to XRaySpeX

‎26-11-2021 03:39 PM

It says I'm suspended even through the browser and the same if I use any other device to log in. I've called EE and they are baffled as to why this is happening, its very frustrating. I'm due my upgrade too and I'm going to have to call and do it over the phone. Thanks for your suggestion though 🙂 

0 Helpful
James_B
EE Community Support Team
In response to beckywood

‎26-11-2021 03:43 PM

Hi @beckywood,

 

Have Customer Care tried deleting your account so you can re-register?

 

James

0 Helpful