How do I reactivate my account? EE cancelled my account without any warning!

[Numklop83]

EE Cancelled my mobile phone account without warning today.

I have tried searching the website for a couple of hours and it keeps sending me around in circles.

Most of the help suggestions instruct me to call a number which I'm unable to do because EE cancelled my account.

I can't even use the 150 number which I would have thought I would still be able to use.

I'm guessing I wasn't keeping up with my bills but what infuriates me beyond measure is that I cannot find any text messages or emails warning me that there was something in need of addressing.

I cannot even find anywhere on the website where I might be able to enter into a text conversation with someone.

All I can find is an address where I can write to using snail mail from the dark ages.

Utterly appalling.

I am somewhat disabled with Multiple Sclerosis and my mobile phone is a vital lifeline for me and I have found myself feeling increasingly distraught at the way I have been cut off without warning and that the EE website is so utterly useless for someone in my position.

I am dumbfounded by the fact all the supposed 'help' information assumes you can use a phone to make contact.  Utterly ridiculous given that the geniuses at EE have cut me off.

I would be so incredibly grateful if somebody here could help me find some way of contacting the nincompoops at EE to rectify this situation.

I will gladly pay any outstanding fees, but I feel so let down by the lack of communication before this occurred.

[Northerner]

Hi @Numklop83 

Are you on EE PAYG or pay monthly contract. 

If PAYG is your account in hibernation: https://ee.co.uk/help/mobile/manage-use/pay-as-you-go/pay-as-you-go-credit-run-out-when-i-havent-mad...

Thanks 

[Numklop83]

Hey hey @Northerner thank you so much for taking a few moments to reply.

My account is not in hibernation and when I log in to my online account the only thing I'm able to see is that my account has been cancelled / disabled.

I think I was on PAYG but I can't view any of my online account details anymore to be sure.

[XRaySpeX]

@Numklop83 : Try calling CS on the Freephone no. in my sig.

[Numklop83]

I can't do this because EE cut my phone service.  To make phone calls I need a phone that functions.

So yes I can ask someone to lend me their phone but given that EE didn't warn me what was coming I think the Company should be offering to contact me in some way.

I'm so angry about the lack of communication and how difficult I have found it to get anywhere fast, I think I will just go elsewhere.

[bristolian]

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@Numklop83 wrote:

EE Cancelled my mobile phone account without warning today.

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An active SIM will only be cancelled in the following scenarios..

Use of a PAC or STAC to port out. A pay-monthly line having given 30days cancellation notice. A PAYG line put into hibernation due to lack of chargable usage.

Edited to add a pay-monthly line that has already been suspended for non-payment, and further months have passed by - as correctly pointed out by Xray.

[XRaySpeX]

+ contract bills in default for some months.

[Numklop83]

P.S. EE has obviously spent a fortune on getting Kevin Beef Lamb and Bacon to tell us all about the awesomeness of EE.  From where I'm looking I'm astounded at such claims because all I see from EE is an absolute pile of stinky old poo.

[XRaySpeX]

Use another phone or try calling CS on the Freephone no. in my sig. on Skype over WiFi. It should be free.

How would EE know you wanted to contact them?

[Numklop83]

Hey hey @bristolian 

Thank you so much for sparing the time to share your input.

My account isn't showing as suspended, it's cancelled.

My biggest complaint is that I cannot find any emails or texts warning me of a potential account cancellation.

And now that I cannot view my account - the only thing I can see is that my account has been cancelled - I still have no idea about the reason behind my account cancellation.  I cannot view my billing details or anything other than the fact my account is cancelled.

I am dumbfounded at the lack of information, the lack of communication and more than this, how difficult it has proven to be for me to reach anyone who can help me.

My mobile phone is an important lifeline for me because of my disability, so I have been crushed by the way this has been done without warning.

I didn't completely understand your explanation but I'm pretty sure none of the scenarios you described apply to me.

I just feel so desperately sad about the way I have been treated.  It would have been nice if a human - if anyone can remember such a creature - could have warned me politely what was coming.  As I have said before, no texts, no emails.  Why not?

I have already said that I would have rectified any missed payments if only somebody could have emailed or texted me.

Last of all, even if I missed something there was no final warning.

Disgusting!  What a serious lack of respect or human touch.

I have wasted too much time on this today, so I'm going to go and find another provider.

What a waste of money getting Kevin Chicken and Beef Bacon to tell me how awesome EE is when this was just an exercise in billowing enough hot air to launch a million hot air balloons.