Your account is now closed.

[KevinWang]

I moved from Pay As You Go to Pay Monthly, and then my account started showing the message: “Your account is now closed.”
I linked my phone number to the old account and it now shows my updated name; however, it still says “Your account is now closed.”
I have contacted 150 twice, and they said there is nothing wrong showing on their side.

[XRaySpeX · Accepted solution]

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

[KevinWang]

After I called them, they said all I can do is wait for a solution for anywhere from a few weeks to a month. Seriously?

[KevinWang]

I tried to "link product" to the email address, but it still says "account closed"

[XRaySpeX]

Yes, you need to wait until CS have deleted your old a/c before you can register a new a/c.

[gf4244]

Going through this exact issue but t150 tells me that it is a known system issue -- this has been a month now. Crazy I cannot view my account online! There has to be a better solution; I have called now five times. 

[Debbie_G]

Hi @gf4244.

Welcome to the community.

I’m really sorry to hear you’ve been experiencing issues viewing your account online.

When you spoke with our team previously, did they advise what steps are being taken to resolve this?

If not, I’d recommend getting back in touch so this can be investigated and escalated if needed.

If you prefer, you can also raise a formal complaint using our Complaint form. A dedicated team will look into it and contact you directly to talk about it.

Debbie

[gf4244]

Hi @Debbie_G  - 

Thank you for the response. When speaking with the team, they just said it was a 'known issue' and that there were no notes or updates to check a week later but a month has now past. I check both the web and the EE app daily to see if it has been resolved but receive the same error: "Your account is now closed."

I will submit a formal complaint as recommended, thank you.

[Leanne_T]

Hi @gf4244 

Please let us know how you get on after one of the complaints team get in touch to discuss the account with you. 

I hope this is sorted soon for you 🙂

Leanne.