Skip to main content
Forum FAQ's
cancel
Turn on suggestions
Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type.
Showing results for 
Show  only  | Search instead for 
Did you mean: 

My account has been closed and I cannot reactivate it

ricardo1603
Investigator
Investigator

‎02-09-2025 11:00 AM

I have had an EE account (login to the website and app) since 2023. However, as I stopped to use the product I had, my account has been closed. Although I can still log in, I get a message saying "Your account is now closed". I have recently started using EE mobile broadband and I have been unable to manage it because when I try to link up the product to my previous account,  I always get an error message. I am about to switch from this mobile broadband to a Full Fibre Broadband package and I tried to associate this with my previous EE ID, again it was possible to do it, but I cannot find it when I login and I am afraid I will be unable to manage it as well. I have also tried to create a new EE ID with my email address but I get the message that there is an account for that email address (which is the only one that I can use!). I have spent hours on the phone to EE and I can never get anything resolved. Any help please?

0 Helpful
3 REPLIES 3
XRaySpeX
EE Community Star
EE Community Star

‎02-09-2025 11:04 AM

You need to call CS to delete your old closed MyEE a/c & then you can set up your new MyEE a/c afresh, using the same email addy if desired.

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 Home Broadband & Home Phone or Option 2 for Mobile Phone & Mobile Broadband

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 SoGEA > 2025 EE 150 Meg FTTP
0 Helpful
ricardo1603
Investigator
Investigator

‎02-09-2025 12:14 PM

I have been on the phone for an hour now and no resolution yet. So thumbs down!

0 Helpful
Peter_W
EE Community Support Team
In response to ricardo1603

‎02-09-2025 02:41 PM

Good afternoon @ricardo1603.

Welcome to the Community!

I'm disappointed to hear that you've not been able to sort this when speaking with our team, but you've definitely gone to the right place for getting this sorted. 

Sometimes we will need to get this raised to an offline support team for further investigation, but they'll aim to keep you in the loop with all that's happening. 

One other thing to make sure of is check that all your account details match perfectly too - if the old account hasn't been removed and the spelling of your name is different, or the address isn't matching, then any linking will fail.

Peter