Existing customer cannot log in

[JustRTW]

My SIM-only contract is ending tomorrow and I want to change to another SIM-only deal... however, I CAN'T LOG INTO THE WEBSITE OR THE APP TO UPGRADE! Please let me know why you're forcing existing customers to call you when they want to change their contracts?

[Chris_B]

@JustRTW  Not being  able to login to your account has nothing to do with a pending minimum term of your current contract.     But as you can not login you’ll need to call customer support  ( 150 ) to request an account reset and once that’s done you’ll be able to access your account and do the upgrade.

    Just to point out your minimum is reached and you don’t get cut off at the minimum term date your tariff just changes to 30 day rolling contract.  You don’t have to do anything if your happy with the current tariff. 

[JustRTW]

I can log into my account. I can view my contract. I can make payments. I can do whatever I want in the app.

What I can't do is renew my contract online or on the app. As soon as I select the SIM-only deal, I am asked to sign in again and THEN I'm told that it cannot sign me in.

I'm not unhappy with my current contract but I know I can reduce the cost as I don't need as much data on my plan as I did when I bought the current contract.

[bristolian]

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@JustRTW wrote:

What I can't do is renew my contract online or on the app

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Mobile contracts are not fixed-term ones that expire & thus need renewing. It's a popular misconception.

Later in your post you describe wanting to change your plan - that's fine, but it's a different transaction.

[Matt_124]

Hi @JustRTW 

You've been given a path to solving this on your other thread. Creating multiple threads about the same issue will do nothing to solve it.

Not everyone is experiencing this problem, which almost definitely indicates it is account related.

No one on here can assist with an account issue as this is simply a forum where fellow customers can give each other advice and there is no account access on here. The advice has largely been that if you want to get it sorted, you would need to call EE. 

No one here is forcing you to do it, but if you don't your issue will likely never be solved.

[JustRTW]

Thanks for your condescending tone, Matt. Big help.