topic Re: cannot use my EE mobile abroad in Thailand in Mobile Services

cannot use my EE mobile abroad in Thailand

brian1041 — Thu, 26 Oct 2023 12:38:29 GMT

Hi, can anybody help me, please? I have been using my EE UK mobile number abroad in Thailand for many years. All of a sudden in the last week I cannot use my EE mobile, especially for Internet banking. Is there anybody else out there having the same problems? I did see EE has upgraded or changed its website, I'm not sure if it has anything to do with this. Should I check the roaming? Thanks...

Re: cannot use my EE mobile abroad in Thailand

Leanne_T — Thu, 26 Oct 2023 14:53:57 GMT

Hi @brian1041

Thanks for coming here.

Are you using a pay as you go or pay monthly SIM?

When was the last time you were in the UK?

Leanne.

Re: cannot use my EE mobile abroad in Thailand

bristolian — Thu, 26 Oct 2023 16:35:17 GMT

Roaming is not disabled unless you have specifically requested it. The only exception would be a PAYG account that has gone into hibernation.

Confirmation of whether you are a PAYG user, when your phone was last used in the UK, and - if on PAYG - when you last made a chargeable action, would all help confirm this theory.

Re: cannot use my EE mobile abroad in Thailand

brian1041 — Fri, 27 Oct 2023 02:39:16 GMT

Hi Leanne,

Yes, I'm using pay as you go. I was also in UK Agust 2023 this and no problem. I also had no problem when I returned to Thailand on September 2023 up until 20th October 2023 then there was no service.

Re: cannot use my EE mobile abroad in Thailand

Christopher_G — Fri, 27 Oct 2023 06:54:10 GMT

It sounds like your phone is activated for roaming abroad, @XRaySpeX. Have you tried manually connecting to a network?

Chris

Re: cannot use my EE mobile abroad in Thailand

bristolian — Fri, 27 Oct 2023 07:35:24 GMT

Also asked but not responded to, when was the last time you made a chargeable call or text from your phone, or topped up your credit? That would cover off the possibility of hibernation.

https://community.ee.co.uk/t5/Pay-as-you-go/What-is-pay-as-you-go-and-flex-hibernation-and-how-do-I-stop-it/td-p/1198642

Re: cannot use my EE mobile abroad in Thailand

brian1041 — Fri, 27 Oct 2023 12:55:08 GMT

I have been using my EE sim regularly. I have also done everything you mention. I will call them directly I have their number now. Thanks for the help, appreciated.

Re: cannot use my EE mobile abroad in Thailand

bristolian — Fri, 27 Oct 2023 14:44:59 GMT

Using your SIM is not the same as making a chargeable action, as explained by the link I posted.