topic Re: I switched to pay as you go, bought a pack, now nothing works... in Pay as you go

I switched to pay as you go, bought a pack, now nothing works...

merldriver — Thu, 16 Feb 2023 13:30:17 GMT

Hi,

I switched to pay as you go and bought a £5 pack, but now my My EE account has 'closed' (and I'm unable to sign up to a new one), and I am unable to text, call, or use the internet. What has happened here?!?

The last I heard I had been transferred to PAYG and had bought a pack. I got texts confirming that.

Please let me know how I can get my new PAYG account up and running because I am abroad and have no way of texting 150 or calling etc.

Best wishes,

Merlyn

Re: I switched to pay as you go, bought a pack, now nothing works...

Chris_B — Thu, 16 Feb 2023 14:09:53 GMT

@merldriver you cannot change from a contract to a pay-as-you-go whilst outside the UK, your device has to be connected directly to the UK network for this to work.

Re: I switched to pay as you go, bought a pack, now nothing works...

merldriver — Thu, 16 Feb 2023 14:26:47 GMT

Thanks Chris. If that's the case, it would have been really nice to have been told that when I switched! I don't think that the people who changed me to PAYG knew about this or they would surely have told me. I told them I was in Finland...

Merlyn

Re: I switched to pay as you go, bought a pack, now nothing works...

Leanne_T — Thu, 16 Feb 2023 14:42:03 GMT

Hi @merldriver

I am very sorry you were not made aware of this, to use the SIM abroad after transferring to pay as you go the SIM would need to be used in the UK first. Once you return to the UK and use the SIM this will work for you.

Leanne.

Re: I switched to pay as you go, bought a pack, now nothing works...

merldriver — Thu, 16 Feb 2023 14:50:34 GMT

Okay, thanks for clarifying. This is extremely inconvenient as it's my work phone and I will not be back in the UK for several months.

When I switched, there was a billing realculation done and I was owed more than £100 back. It was confirmed that I would receive this but it has not yet happened. Can someone please clarify where and when this reimbursement will be paid? I am unable to call the UK at the moment due to the PAYG situation.

Thanks,

Merlyn

Re: I switched to pay as you go, bought a pack, now nothing works...

merldriver — Thu, 16 Feb 2023 14:52:45 GMT

Will my number still be able to receive calls at all?

Re: I switched to pay as you go, bought a pack, now nothing works...

Leanne_T — Thu, 16 Feb 2023 15:08:16 GMT

Hi @merldriver

We are unable to guarantee any service would work including receiving calls.

I am sorry we have no account access on the community to access the refund details. This would normally be refunded within 5-10 working days, if you have been waiting longer you would need to get in touch from another phone.

Leanne.