topic No service after switching to PAYG in Archived Posts

No service after switching to PAYG

Leighnc — Sat, 24 Apr 2021 21:38:31 GMT

Wondering if anyone can help...

I switched my phone to PAYG as my contract had ended.

I bought a credit pack but service has just stopped working.

I was sent a new sim and I've chatted to EE multiple times and tried all the apparent fixes. Nothing seems to work.

It was working right up until the monthly contract service ended and then all of a sudden, nothing.

Has anyone experienced this?

Re: No service after switching to PAYG

Chris_B — Sat, 24 Apr 2021 21:42:25 GMT

@Leighnc When you gave 30 days notice to terminate the contract and now 30 days has passed did you at that point also request that your number be changed to a PAYG ?

Re: No service after switching to PAYG

Leighnc — Sat, 24 Apr 2021 22:02:36 GMT

Yes I requested this.

EE say it has been done but it seems like they've deactivated my phone number, perhaps.

Re: No service after switching to PAYG

XRaySpeX — Sat, 24 Apr 2021 22:41:57 GMT

@Leighnc : Where were you when it was switched to PAYG?

Re: No service after switching to PAYG

Leighnc — Sat, 24 Apr 2021 22:56:51 GMT

Just in the UK as usual

Re: No service after switching to PAYG

XRaySpeX — Sat, 24 Apr 2021 23:53:49 GMT

Sounds like contract has been cancelled w/out being moved to PAYG.

Are you able to text AL to 150 from it & what does fully report verbatim (it is free)?

Re: No service after switching to PAYG

Leighnc — Sat, 24 Apr 2021 23:36:04 GMT

Yeah it seems that way but EE keep saying this isn't the case.

The sim doesn't work in other phones either so it's not the phone that's the issue.

I'm not even able to call or text 150

Re: No service after switching to PAYG

mihaicos — Sun, 25 Apr 2021 05:39:32 GMT

I am in the same situation. I even top up.my account and can't use it. What can we do now?

Re: No service after switching to PAYG

Jon_K — Sun, 25 Apr 2021 07:20:49 GMT

Hi @Leighnc.

Did our Customer Care team mention if they were sending you another SIM card?

This usually isn't the case, but it's best to check.

Jon

Re: No service after switching to PAYG

mihaicos — Sun, 25 Apr 2021 07:33:10 GMT

They told me that I can use the same SIM card.

Re: No service after switching to PAYG

Jon_K — Sun, 25 Apr 2021 07:41:17 GMT

Thanks @mihaicos.

Are you able to get back in touch with our Customer Care team so they can take a look at your account?

Jon

Re: No service after switching to PAYG

Leighnc — Sun, 25 Apr 2021 09:40:59 GMT

After raising the issue I was sent another sim card to try, but this hasn't resolved the issue.

Re: No service after switching to PAYG

Jon_K — Sun, 25 Apr 2021 10:46:37 GMT

Thanks @Leighnc.

Is the new SIM card registered?

Jon

Re: No service after switching to PAYG

Leighnc — Sun, 25 Apr 2021 10:56:24 GMT

They say it is but it's not working.

Re: No service after switching to PAYG

Jon_K — Sun, 25 Apr 2021 11:25:51 GMT

Thanks @Leighnc.

Are you able to get back in touch with our Customer Care team so they can check your account?

Jon

Re: No service after switching to PAYG

Leighnc — Sun, 25 Apr 2021 11:37:58 GMT

I have spoken to them 4 times via the chat function. Apparently a tech person should be making contact with me.

I don't seem to be getting anywhere! 😞

Re: No service after switching to PAYG

Jon_K — Sun, 25 Apr 2021 12:33:26 GMT

Thanks @Leighnc.

It sounds like our tech team may have raised an investigation ticket to find the cause of the problem. They would get back in touch with you when they have more information.

Let us know what happens when they get in touch.

Jon