EE have cancelled my account in error

[xkimx007]

I have a PayG account which EE have erroneously cancelled for no reason. I did not request it. They did not warn me beforehand that they were going to cancel it. I use it regularly to make and receive calls. I top up every month. I have contacted them on chat (because I obviously can't call them now) and they've said they can't reactivate it and I need to order a new number. **bleep**! All my work calls are going to that number. I have been with EE/Orange for over a decade. How is it my responsibility to fix their mistake? Not to mention I have just paid for credit and data that has disappeared now.

[Chris_B]

@mikeliuk  PAYG not contract so nothing was signed.  It’s only terms of the service that a user agrees to when it’s PAYG.   Did you even read the post ? 

And you can say EE instead of service provider. 

[bristolian]

It is highly unlikely there's anything sinister here, that a simple call to EE from a friend or relative's phone can't resolve with minimal effort.

Whilst you're quite welcome to make a complaint, that won't serve to get your issue resolved quickly, also Ofcom don't handle individual customer complaints and will refer you to your "service provider".

The other, over-complicated, response in this thread alludes to breaches of contract, but PAYG is by its nature, non-contractual.

The simplest solution by far will be to either use a web-calling app or a borrowed phone, to call EE C/S on either of the numbers I mentioned. You will likely have this problem resolved within an hour of doing so.

[XRaySpeX]

In law PAYG is still a contract. EE provides a service, the use of its mobile phone network, for a consideration, the top-ups with money that you make.

[bristolian]

True in technical terms....

But by means of help to @xkimx007 , the best advice is just to find a friend or relative with a working phone or try a web-calling app, call EE and probably have this resolved quite quickly.

The other suggestions in this thread are likely to drag on for many weeks and quite likely end up in the same place they are now.

[XRaySpeX]

@bristolian : The Law is technical 😉 !

[rockit99]

I got off the phone (landline) earlier as my account was cancelled too. After an hour I was put through to a manager who said 'someone in the fraud department accidentally deleted a large number of accounts' and that they were trying hard to restore them. You need to call 0800 079 0126 get through to accounts/billing and tell them you didn't cancel. I thought this would happen automatically when they found out but apparently not.

[rockit99]

My phone stopped working yesterday  but I thought it was down to a bad area. But apparently someone in EE Fraud Department accidentally cancelled a large number of PAYG accounts yesterday (Wed 18th Aug). 

I got off the phone to their accounts/billing dept after about an hour. Finally spoke to a manager who told me what happened. BUT, it would seem you still need to call them to tell them as they're not sure which ones should or should not have been cancelled.

The number to call is 0800 079 0126