MyEE account closed

[ismael2]

Hello,

I have just bought a eSim Plan today i went to MyEE account and it says it has been closed? can i have some help please 

 

[Chris_B · Accepted solution]

@ismael2    A closed account means you are was an EE customer and left EE so you no longer have an account and need to open a new one.   If you are going to use the same email address as this closed account you need to call customer services to request that they remove your email address from the old account or alternatively you can use a different email address to open a new account. 

[ismael2]

How can i do that now, i won’t have the time to call customer service, i used that email when I was with EE that’s correct, but since i ordered my sim plan with that email what should i do 

[XRaySpeX]

@ismael2 : As @Chris_B suggests either call CS or get another email addy to register that SIM to a new EE a/c.

[Petefromchar12]

Just tried that. Got through after a 20 minute wait and they were clueless. 

[Rach_H]

Hi @Petefromchar12 

Welcome to the Community!

Are you seeing the same error as @ismael2 when you log into your online account?

What did the team advise when you spoke with them about this?

Rach

[Petefromchar12]

Hi Rach,

Thanks for the reply.

When I log in to the EE app, I just get a message saying my account is closed. There’s a link to the final bill, but that’s broken, so I can’t even see my previous account number etc from a couple of years ago. There’s no facility for adding my new Payg number.

The customer support rep had no idea what the problem was, so referred to a colleague. The message was they’d had a few of these cases and it was an issue. They could give no idea when it would be fixed. I’m unwilling to run a phone without a functioning app. 

Subsequently I’ve logged in to my account via the website. This gives you the option to link a new mobile number to the account, but towards the end of the process I had a screen that said I’d need to visit a store or dial 150 to confirm ID.

The irony is I’m a 3 customer, but because I’m moving to a house with no 3 signal I’m trying out EE and also O2 to see which performs best. I’ll be taking out a 24 month unlimited contract with the winner. How do you reckon EE is doing so far?!

I’ll persevere and visit a store maybe, if I’m near the big city at some point. Are you an EE employee? If so, can I suggest you tell management they have a gaping hole in their process for welcoming returning customers? 

All the best and if you can intervene on my behalf in any way to get me out of this doom loop, I’d be extremely grateful! 

Pete

[XRaySpeX]

@Petefromchar12 : You need to call CS to delete your old contract MyEE a/c & then you can set up your new PAYG MyEE a/c afresh, using the same mobile no. & email addy if desired. You can't mix them under MyEE.

[Petefromchar12]

Thanks for the reply! That didn’t work when I phoned yesterday unfortunately. 

And sorry, are you saying I can’t run two numbers in my EE at the same time? I just wanted to confirm, as I might take out a contract subsequently and I really don’t want to go through this shambles again! 

[XRaySpeX]

@Petefromchar12 : You can as long as they are all contract or all PAYG.