topic Re: Re: Account closed in Archived Posts

Re: Account closed

Aleutia1 — Tue, 29 Dec 2020 19:32:30 GMT

This has also happened to me. I am abroad and I cannot phone EE as my number does not work anymore. I have paid to top up the phone and have an email to confirm this but the phone won't work and my EE account says it is closed.

How can I get someone to help me with this?

Re: Re: Account closed

Adham_attar — Tue, 29 Dec 2020 23:12:37 GMT

For me the issue was my service mitigated from PAYM to PAYGO while i was abroad, so thats what caused me to loose network. I got my network back by basically going back to PAYM. So if you have a similar case that would be your only solution, otherwise your sim has to connect to one of EE towers in the UK. Hope this helps.

@Aleutia1

Re: Re: Account closed

Katie_B — Wed, 30 Dec 2020 08:00:08 GMT

Good Morning @Aleutia1.

Thanks for coming to the coming.

I can see you have been provided some great advice from @Adham_attar.

When was the last time you used your SIM for any chargeable activity?

Katie 🙂

Re: Re: Account closed

Aleutia1 — Wed, 30 Dec 2020 18:11:59 GMT

Many thanks for both of your replies.

My Pay monthly finished on 25th December and was meant to move onto a Pay as you Go, I have topped it up and received an email and text to acknowledge this but the phone won't work and I can't receive calls either. My EE account simply says account closed.

The problem I have is that I am a UK citizen but I'm currently stuck in Portugal which was why someone from EE recommended i move onto a Pay as you Go account. I am unlikely to be able to get back to the UK until February but I can't wait that long for my sim/phone to start working...any advice greatly appreciated! (150 also won't work from my phone)

Re: Re: Account closed

Adham_attar — Wed, 30 Dec 2020 19:11:04 GMT

@Aleutia1

Your situation is similar to mine where your subscription mitigated while you’re abroad. I’ve told you in my previous reply, the only way to get your network back in Portugal is to go back to PAYM, I went with the cheapest plan which costs me £7.5 a month.

if you dont want to go back to PAYM then you’ll have to wait until you’re back in the UK to get your network back.

Re: Re: Account closed

bristolian — Wed, 30 Dec 2020 19:17:35 GMT

Your other option is to report your SIM lost, and therefore get a replacement SIM issued to your UK address.

Assuming that a friend or relative has access to that address, they can collect the SIM on delivery, and use it in a phone to activate it, before then posting it back to you to use.

You can contact EE by using +44 7953 966250 from any working phone, or +44 800 0798586 from a calling app such as Skype.

Re: Re: Account closed

Aleutia1 — Thu, 31 Dec 2020 09:37:34 GMT

Hi Adam,

Many thanks for your reply.

Were you able to change back to Pay Monthly through the EE website? Im trying to find a way as I can't use my phone to call them and don't have access to another phone as I'm in lockdown.

Thank you and happy new year!

Re: Re: Account closed

Aleutia1 — Thu, 31 Dec 2020 11:13:38 GMT

Hi Adam,

So I have managed to find away online to get a pay monthly but they say they need to send a new sim. Were you able to move back onto pay monthly whilst being abroad and keep your current sim?

Thank you again for your help

Re: Re: Account closed

Aleutia1 — Thu, 31 Dec 2020 11:14:14 GMT

Great, thank you I will try calling on Skype

Re: Re: Account closed

Adham_attar — Thu, 31 Dec 2020 12:18:11 GMT

@Aleutia1

i didnt do it online, I called them and they were able to put me back on PAYM on the same sim.

Happy new year to you too !

I hope you get this solved, I know how stressful and frustrating it is to be in that situation.

good luck