Your account’s cancelled

[Rky]

Trying to buy new EE SIMO as EE One as I already have EE broadband but upon login getting this error instead of SIM Plan buy page 

Typo -

Your account is cancelled 

[Chris_B]

@Rky  Are you a EE customer for your mobile?   If not can not purchase as a EE one customer as you need to have a contract already to be an EE one customer. 

PLEASE READ THIS 

Once you have a contract you become a EE one customer because you have EE broadband 

[Matt_124 · Accepted solution]

@Chris_B Customers with EE Broadband and who are looking at EE Mobile certainly can take up the EE One offers.

They do not need to already have a mobile contract to do this, they simply purchase their chosen EE One discounted mobile subscription through the online account the broadband is linked to.

@Rky In this case it looks like an issue with the EE ID, possibly an old closed account is linked to this EE ID and needs to be removed by calling CS on 150. They should be able to remove whatever closed account is linked to it and this should then enable you to make your purchase.

[Rky]

Thanks, EE is logged in with same email which broadband has, will call customer support this weekend.

[Leanne_T]

Hi there @Rky 

Thanks for coming back to the community 🙂

If you can give us a call at the weekend, the team will be happy to help you get this sorted and get the SIM ordered. 

Let us know how you get on. 

Leanne. 

[Rky]

Yes I’m EE BB customer and earlier I was EE SIMO customer too, I’ll call CS and get the previous SIMO removed and ask them to order new over the call if they will think ordering via web has issues 

[Rky]

I called CS and Tech team said we can’t remove this existing closed account until you buy now a new sim with us 🤐

[Rky]

I wanted to buy online as I have discount code; I felt this is wrong if they are not willing to remove; can someone help from community I can DM my details please 

[Leanne_T]

Hi there @Rky 

Thanks for coming back to us. 

I am sorry we have no account access on the community. The best people to get this looked into for you and see what can be done is our sales team. If you can try calling again on 0800 956 6000, they will get this looked into for you. 

Leanne. 

[Rky]

I purchased new sim using new email online, can I ask them to merge this account number to my old sim because EE app only takes login from one email so if broadband and sim will be under one email it would be great