Deleting an old EE Mobile App Account

[smudgersmiffy]

I used to have an EE PAYG mobile SIM that I used for business related calls - I very rarely ever topped it up as they were generally all incoming calls.

Ridiculously, I forgot to top it up when I went out of the country for six months, and now I'm home, the mobile account/number has been closed down and I'm told I can't get it back.

That's no great problem, so I applied for a new PAYG SIM which arrived today.

I've got it working on my mobile, but when I tried to use the EE app, I'm told that my email address is already registered (to the old number) and customer services can't delete it.

So, I'm stuck. What can I do. Even when I try to use the EE form to request my data is deleted, it asks for an account number which I don't have. All I have is the old phone number that's now been shut off.

Does anyone have any suggestions what I can do, as I spent over an hour on the phone earlier on (whilst sitting in an EE shop) and walked out of there no better off, as they said they can't do anything.

Help!

[XRaySpeX]

@smudgersmiffy : Under Manage Nos. of your old EE a/c Remove the old no. & Add the new.

[smudgersmiffy]

I can't delete the old number, as it says it needs to send a text message to the number in order to verify it.

Not much use if you don't have access to the number any more!

Any other suggestions?

[Peter_W]

Hey there @smudgersmiffy, our team should absolutely be able to change the number associated with your login.

Sometimes it does require a ticket to be raised with a back-office team to investigate further. 

I would definitely recommend getting back in touch with our technical team, and they should be able to help you get this raised. 

They should also be able to give you the account number for the old account if needs be too, but we should absolutely be able to get this removed at our end.

Peter

[smudgersmiffy]

Yesterday I went to the EE shop who couldn't help me.

They in turn phoned your helpline who said that all I could do was create a new email address as they couldn't delete the old email.

I pretty much gave up at that point - it was a closed door at every avenue.

Seems crazy to me.

[Peter_W]

I've run a check in our system @smudgersmiffy and there's definitely a process for removing inactive accounts from an online EE ID, so I'm sorry if you weren't able to get this sorted on the phone yesterday. 

I would definitely recommend giving us a call on the number listed in the link I shared above, and they'll be able to check over this for you.
Peter

[smudgersmiffy]

What's an EE ID?

[Peter_W]

@smudgersmiffy An EE ID is your login for our online account system and shop 😊

This is a unique login that links with your mobile account to allow you to manage this online, and in this case what our team need to do is just swap the old account out for the new one.

Peter

[smudgersmiffy]

As I say, I tried this yesterday, and was told that it couldn't be done.

The EE employee in the shop was as infuriated about the whole thing as I was.

If you could please give me some instructions on what I should ask them to do, I'd appreciate it. Otherwise, I'm going to waste an hour of my life trying to get this done on the phone, and end up empty handed again.

[Peter_W]

@smudgersmiffy When calling you need to follow the options for technical support, and then you would simply need to request a change of the account linked with your online login. 

There are a few checks we may need to do on how it's set up, but it should definitely be changeable.

Peter