topic Re: Account not working in Pay as you go

Account not working

Alin119 — Sun, 04 Dec 2022 11:14:48 GMT

I have ended a contract about 3 days ago and they said I’m going to get my old pack back but it’s been 4 days almost now and still nothing. I tried to top up, it worked, but I can’t buy any packs and I can’t send texts to 150 either. Any help?

Re: Account not working

Northerner — Sun, 04 Dec 2022 12:08:51 GMT

Hi @Alin119

You'll need to speak to EE CS on 150 about this issue.

Thanks

Re: Account not working

XRaySpeX — Sun, 04 Dec 2022 14:24:29 GMT

@Alin119 : What does texting AL to 150 from it fully report verbatim (it is free)?

Re: Account not working

Alin119 — Sun, 04 Dec 2022 14:47:45 GMT

It doesn’t work at all, it says ‘Undelivered’. Still doesn’t work to buy a pack from the website and other people can’t call me.

Re: Account not working

Leanne_T — Mon, 05 Dec 2022 08:09:48 GMT

Hi @Alin119

Thanks for coming back to us.

Can you make and receive calls?

When was the last time you purchased a pack?

Leanne 🙂

Re: Account not working

Alin119 — Mon, 05 Dec 2022 10:16:19 GMT

Can’t make or receive calls, last month I think.

Re: Account not working

Leanne_T — Mon, 05 Dec 2022 10:30:01 GMT

Thanks @Alin119

Do you have signal showing?

Does the SIM card work in any other phone?

Leanne 🙂

Re: Account not working

Alin119 — Mon, 05 Dec 2022 10:48:02 GMT

Yes full signal, SIM works, I can receive texts. I tried restarting the phone, still no luck

Re: Account not working

Leanne_T — Mon, 05 Dec 2022 11:24:06 GMT

Thanks @Alin119

Are you in the UK?

What happens if you call 150, does the call connect?

Leanne.

Re: Account not working

Alin119 — Mon, 05 Dec 2022 12:09:17 GMT

I am currently abroad, when I call 150 it rings once then disconnects.

Re: Account not working

Leanne_T — Mon, 05 Dec 2022 12:13:51 GMT

Thanks @Alin119

Did your number transfer to pay as you go when you were abroad?

Leanne.

Re: Account not working

Alin119 — Mon, 05 Dec 2022 12:15:08 GMT

Yes

Re: Account not working

Leanne_T — Mon, 05 Dec 2022 12:18:36 GMT

Thanks @Alin119

When an account transfers to pay as you go from contract to activate the SIM it would need to be used on the EE network in the UK to then use abroad.

I am sorry this would not work until this is activated in the UK.

Leanne.

Re: Account not working

Alin119 — Mon, 05 Dec 2022 12:26:32 GMT

Thanks for your help, I spoke with CS they said the same thing, unfortunately I can’t return to UK right now and I really need to use the service, so there’s nothing that can be done?

Re: Account not working

Leanne_T — Mon, 05 Dec 2022 12:30:03 GMT

Sorry we would not be able to activate the SIM until this was used in the UK @Alin119

Leanne.