"Account is cancelled" whenever i am trying to browse sim cards online

[diann2133]

I currently have broadband with EE and was also looking to get a sim card, but whenever i try to look into "EE One" or "Explore Mobile" on the website i get "Your account’s cancelled To get our best prices, you need to be an EE customer." the broadband section and any other section of the website works completely fine.

I have tried phoning up to get this fixed which they put down to some reason such as "you are trying to add a sim card to a phone that doesn't exist" as i previously have a phone contract with ee but i was not trying to add a sim to any phone just trying to browse so i just hung up because after 30 minutes i was getting no where and the person on the phone was extremely unhelpful, i then went in store to speak to someone who was more concerned about selling me a sim card himself than actually fixing it, i want my account fixed not only the sim card so in the end it never got fixed. 

i have attached photos of the mobile portion of the site not working and the broadband part working

Edit: would also like to add this can be replicated on any device/browser and even on the EE App

[RedOrchestra]

I have the same issue. Why would the account be cancelled when it still has broadband? 

It was fine for months as I've cancelled my phone contract at Christmas, it's only just said my accounts been cancelled now, but still shows me my broadband bill fine!

[Katie_J]

Hello @RedOrchestra. 

Our customer care team should be able to unlink your old mobile contract so you do not get this message.

Please be sure to give us a call so they can get this resolved for you. 

Katie

[Crisix]

I got same issue 

No phone ever bought with ee , just broadband

But got same mesage when i try to buy a sim

Your account has been canceled.

What a mess

[XRaySpeX]

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