Trouble with trying to get a sim

[GothicGeisha]

Hi. 

Im logging in via the app. 

Selecting sim i want, it then goes to website. 

Makes me log in again, then pops up with a msg saying "account closed", if my account was closed then why am I paying for expensive full fibre? 🤔

Thats a lot of money to be putting into the ether! 

[GothicGeisha]

Similar issue.

Keeps saying "account closed" if so then who is my broadband with? 

I was trying to get a PAYG sim only deal 🤔

[Michael_D]

Hi @GothicGeisha 

Welcome to the community.

If it is saying that the account is closed, it sounds like it is trying to link to an old closed account, rather than your current broadband one.

Please try to delete the app and install again, and if the same thing happens, check to see if you can login through the website. 

If you continue to see the same error, give our tech guides a call, and they can check your account details and help to make sure everything is linked as it should be.

Michael

[GothicGeisha]

Hi Michael.

Thanks for you reply.

I cant verify my account, with my old number as its no longer active. Ive tried everything.

Can't even ring anyone due to this.

Been trying to use the chat feature it just keeps ending it saying unavailable. 

Also using a 5g checker, takes you to EE website, I imput my postcode & it says theres no 5g in my area or the whole of England, I thought EE was one of the first to sort it out? 

So many issues.

Kind Regards 

GG

[Michael_D]

Thanks for explaining @GothicGeisha 

You'd only be able to use chat for a pay monthly mobile account in the EE app. If your account is saying it is closed, that option won't work.

If you do have a current broadband account, you will be able to call our teams using the numbers on our Contact Us page, as you should be able to view your broadband details through the app.

With regards to 5G, we do have 5G available in more locations than any other UK network, but is not 100% coverage, and there will be locations where it is not available.

Michael

[XRaySpeX]

@GothicGeisha : Logout of (or don't login to) your MyEE before going to the EE Shop to buy an EE PAYG SIM. Otherwise, it expects you to already have an EE mobile phone or SIM contract.