topic Switching from monthly to PAYG, but phone got disconnected instead! in Archived Posts

Switching from monthly to PAYG, but phone got disconnected instead!

foscagf — Wed, 02 Sep 2020 06:10:51 GMT

HELP! I moved to Italy but wanted to keep my UK number, so I asked EE to move my contract from monthly to PAYG, but my phone was disconnected instead and I dont know how to get in touch with them, since the chat doesnt work and I cant call.

What do I do?

Thanks a mil!

Re: Switching from monthly to PAYG, but phone got disconnected instead!

Chris_B — Wed, 02 Sep 2020 06:25:02 GMT

@foscagf You can not change from a contract to a PAYG while out of the UK as the SIM card has to be connected to the EE network directly for this to happen. You’ll have to request a replacement Sim card (you’ll have to call customer services todo this) and it’ll be sent to your UK billing address it will then need to be activated by someone and also they’ll need to make a chargeable call once that’s done it can post it to you.

Re: Switching from monthly to PAYG, but phone got disconnected instead!

foscagf — Wed, 02 Sep 2020 08:12:12 GMT

Hi Chris, thanks for your answer.

I had switched over whilst still in the UK, and I was told it would automatically be applied to my account once my contract was over. But it wasn't, evidently.

What should I do?

Thanks again!

Re: Switching from monthly to PAYG, but phone got disconnected instead!

bristolian — Wed, 02 Sep 2020 10:24:32 GMT

@foscagf You need to do as @Chris_B has already advised - your PAYG SIM needs to be used on the UK network first before it will work abroad.

So you either need to arrange for your existing SIM to be sent to someone in the UK to make a chargeable call or text, and then post it back to you - or request a replacement SIM is sent to your registered UK address and do it that way instead.

There is no way around this I'm afraid.