topic Re: PAYG Mobile Cancelled without Warning in Archived Posts

PAYG Mobile Cancelled without Warning

AP95 — Sun, 11 Nov 2018 20:44:17 GMT

I received a text message today saying: "Hi, just a reminder that you need to make a chargeble call/text or use data otherwise you may lose your number and any available credit". This was the first time that I received any such message and it appears to have immediately closed my EE/Orange account.

I tried to send a text as soon as I saw the text (30 minutes after it arrived), but received an "Unidentified subscriber" message. I receive the same message with every number I try to call or text.

How can I have my account reopened when I cannot call customer services and can find no live chat or email to contact EE/Orange? I am overseas and do not have access to another phone to call them. It is very important that I have a phone and in particular that my UK number remains active as I am expecting several important phone calls.

Re: PAYG Mobile Cancelled without Warning

XRaySpeX — Sun, 11 Nov 2018 20:52:27 GMT

@AP95: You should be using your phone if it is so important to receive calls on it.

When did you last use it for a chargeable action? EE PAYG SIMs are deactivated after 6 months of non-use. You then have a further 3 months to call EE to reactivate it before it is lost completely. You should have already received a warning text after 2 months of inactivity.

Re: PAYG Mobile Cancelled without Warning

AP95 — Sun, 11 Nov 2018 21:11:48 GMT

Thanks. I do use my phone. I last used it 5 days ago. I have received no other warnings. I checked to see if I had missed a warning. This was definately the first. I have been unable to top up overseas because I no longer have an credit/debit card with a UK address and vouchers top ups do not go through where I am.

Re: PAYG Mobile Cancelled without Warning

AP95 — Sun, 11 Nov 2018 21:48:20 GMT

Please note that my question is not about why my phone was cancelled, but:

How do I contact customer services to resolve the problem without a phone?

Even if I had previous warnings (which I did not) and this was a final warning, it should not have cancelled my phone immediately, so it is a problem that customer services needs to correct.

Re: PAYG Mobile Cancelled without Warning

XRaySpeX — Sun, 11 Nov 2018 22:40:30 GMT

Try calling the Freephone no. in my sig. over Skype.

Re: PAYG Mobile Cancelled without Warning

AP95 — Sun, 11 Nov 2018 23:02:22 GMT

Thank you, but I am unable to make Skype calls with my current internet setup.

Re: PAYG Mobile Cancelled without Warning

XRaySpeX — Sun, 11 Nov 2018 23:11:25 GMT

Then you'll need to find another phone to make a call from. EE provide no email contact & Live Chat is not for PAYG.

Re: PAYG Mobile Cancelled without Warning

Christopher_G — Mon, 12 Nov 2018 08:24:40 GMT

Hi @AP95

Welcome to the community. 🙂

Did you manage to get in touch with customer services?

Chris

Re: PAYG Mobile Cancelled without Warning

AP95 — Mon, 12 Nov 2018 15:26:50 GMT

Hi Chris,

Thanks for your reply. Unforetunately, I have been unable to reach customer services.

When I call the free overseas number +447973100453, it disconnects and I receive a text saying my balance is zero and to call 450 to top up. Dialling 450 gives a "User not reachable" message". I also dialed +447973100450 and received the same message.

Re: PAYG Mobile Cancelled without Warning

Christopher_G — Mon, 12 Nov 2018 15:30:39 GMT

Sorry to hear that, @AP95.

I've sent you a private message to get some more information from you.

Please have a look and get back to me.

Chris

Re: PAYG Mobile Cancelled without Warning

XRaySpeX — Mon, 12 Nov 2018 19:32:32 GMT

There are no free overseas numbers. You need credit. Hence the discons.

Re: PAYG Mobile Cancelled without Warning

AP95 — Sat, 17 Nov 2018 09:52:35 GMT

Thanks, but I think the problem is more than lack of credit as no one can call me either. The call disconnects on them. Unless the tarriff changed in the last week, it is free for me to receive calls overseas. Shouldn't other people be able to call me even when I have no credit?

Re: PAYG Mobile Cancelled without Warning

Christopher_G — Sat, 17 Nov 2018 13:05:57 GMT

Are you within the EU and do you have an active pay as you go pack, @AP95?

Chris

Re: PAYG Mobile Cancelled without Warning

AP95 — Sat, 17 Nov 2018 18:12:06 GMT

Thanks Chris,

I am in the EU, but I do not have a PAYG pack now that I used up the last of my credit 5 days ago. I tried calling customer services to top up before using the last of my credit, but it did not go through. I used my credit making a chargable call as the Orange text requested, thinking that would reset my account, but it clearly did not work.

Re: PAYG Mobile Cancelled without Warning

AP95 — Mon, 19 Nov 2018 15:58:31 GMT

The problem was solved with the help of the Community Team and Customer Services.

Re: PAYG Mobile Cancelled without Warning

Jon_K — Mon, 19 Nov 2018 16:24:14 GMT

That's great @AP95 🙂

Thanks for coming back and letting us know!

Jon

Re: PAYG Mobile Cancelled without Warning

xkimx007 — Wed, 18 Aug 2021 22:05:34 GMT

@AP95 I'd really appreciate if you could share how this was resolved. My account has also just been cancelled for no reason. I top up every month. I use the phone regularly. I didn't receive any text messaging saying it was going to be cancelled. They've just cancelled it and said they can' get my number back.