Returning EE customer - can't unlock account

wattseliott · ‎22-05-2023

I haven't been an EE customer for sometime and tried to sign up to a new SIM only deal but my account is locked. Tried using the chat system to get someone to unlock but couldn't get through to anyone as I'm not an existing customer.

XRaySpeX · ‎22-05-2023

@wattseliott : If you're no longer an existing cust your a/c will have been closed but you don't need it anyway.

As you don't currently have a mobile phone or SIM contract with EE, logout of (or don't login to) your MyEE before going to the EE Shop to buy an EE mobile phone or SIM contract. It expects you to already have an EE mobile phone or SIM contract.

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

wattseliott · ‎22-05-2023

When I try to complete a purchase it asks me to login or register. It won't let me do either so I'm stuck.

XRaySpeX · ‎22-05-2023

What are you trying to buy?

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

wattseliott · ‎22-05-2023

It was just a sim only deal. I get to this screen and can't go any further.

To be honest if unlocking the account is this difficult it doesn't fill me with confidence should I have trouble as a customer. Having said that I'm impressed how quickly I got a response via this method.

Katie_B · ‎22-05-2023

Hi @wattseliott.

Do you get the account locked message when you enter your email address?

If yes, please could you screen shot only the error.

Katie

wattseliott · ‎22-05-2023

It take me to the login screen then appears to work before giving me the message; 'Unfortunately, we could n't log you in...'

Thanks,

Christopher_G · ‎22-05-2023

Hi @wattseliott

If you have a chat with our Mobile Care team, they'll be able to remove any associations from your email address so that you can register again from scratch.

Chris

wattseliott · ‎22-05-2023

I couldn't get through to anyone on the message system as it requires me to have an EE number. The free phone number doesn't appear to have any relevant options without providing an EE number. I'm just going to leave it and stick with O2.

Thanks for trying,

Eliott

Christopher_G · ‎22-05-2023

I'm sorry to hear that, @wattseliott

You should be able to get through, even without a number if you wait for a little while after it asks.

Chris