topic Re: Contacting EE while abroad in Mobile Services

Contacting EE while abroad

craigchamley — Sat, 11 Jun 2022 16:03:45 GMT

My phone was stolen while abroad. As a result I do not have access to my SIM or the myEE app, nor do I have a mobile to call the number. Why does the message us function not work abroad - this honestly seems like the key purpose of this feature.

Either way, is there a way I can recover or gain access to messages from my original phone number? Without this I am having a lot of trouble gaining access to any of my personal accounts (two-factor authentification good for keeping hackers out, but now also me...).

Re: Contacting EE while abroad

Northerner — Sat, 11 Jun 2022 16:35:51 GMT

Hi @craigchamley

As per EE contact us page you can call from abroad.

https://ee.co.uk/contact-ee/lost-stolen

As for your messages until you have set up another SIM then you cannot access any messages. You can sometimes choose a different 2 stage authentication such as an email with a code for example. This just depends on your service.

Thanks

Re: Contacting EE while abroad

bristolian — Sat, 11 Jun 2022 16:41:09 GMT

Do you have access to another device which you can use with a web-calling app such as Skype? EE C/S can be contacted on +44 800 0798586 if so.

@craigchamley wrote:

Either way, is there a way I can recover or gain access to messages from my original phone number?

Do you have a backup of the data from your phone on a cloud-based storage method or other device? Use that backup if so - EE doesn't store your message content for backup purposes.

Re: Contacting EE while abroad

craigchamley — Sun, 12 Jun 2022 22:45:36 GMT

okay that is very helpful, i will try to call using Skype. with regards to retrieving old messages i am not worried, its more receiving messages. for example when i log into icloud or banking apps i have arranged for two-facter authentication and require to enter a code sent to my number.

Re: Contacting EE while abroad

Katie_B — Mon, 13 Jun 2022 06:17:23 GMT

Hello @craigchamley.

I can see you have been provided some great advice on getting in touch with our customer care team.

Please be sure to keep us updated with how you get on.

Katie 🙂

Re: Contacting EE while abroad

craigchamley — Wed, 15 Jun 2022 18:57:35 GMT

hello, thank you all. this has been resolved and my old SIM is blocked. a new sim with the original number has been sent home, exactly what was needed. thanks

Re: Contacting EE while abroad

James_B — Thu, 16 Jun 2022 06:37:23 GMT

That's great @craigchamley

Thanks for letting us know. 🙂

James