topic Re: Can't top up on my Pay as you go phone in Pay as you go

Can't top up on my Pay as you go phone

porschahl — Mon, 06 Mar 2023 20:24:03 GMT

Hello . My phone is pay as you go at the moment and I'm trying to top up. I am receiving an error message. I have also tried to start a chat for the mobile care team and the start button will not come up. Pls can you help to advise asap as I am not able to use my phone

Re: Can't top up on my Pay as you go phone

porschahl — Mon, 06 Mar 2023 20:22:27 GMT

Hello Christopher. My line is pay as you go at the moment and I'm trying to top up and I am receiving an error message. I have also tried to start a chat for the mobile care team and the start button will not come up. Pls can you help to advise asap as I am not able to use my phone

Re: Can't top up on my Pay as you go phone

Chris_B — Mon, 06 Mar 2023 20:26:05 GMT

@porschahl Live chat isn’t available to PAYG customers.
There are a few ways you can top up. Please see THIS

Re: Can't top up on my Pay as you go phone

porschahl — Mon, 06 Mar 2023 20:30:08 GMT

Pls note I am receiving this message.

Re: Can't top up on my Pay as you go phone

porschahl — Mon, 06 Mar 2023 20:31:15 GMT

Pls can you help to advise. It has been like this for a while and I don't know why. I just need to top up

Re: Can't top up on my Pay as you go phone

XRaySpeX — Mon, 06 Mar 2023 20:41:57 GMT

@porschahl : Try using Fast Top Up online with a UK bank card. You don't need to login or register anything. All you need is their mobile no. & it doesn't remember your card details.

There is no Live Chat for PAYG.

Re: Can't top up on my Pay as you go phone

Katie_B — Tue, 07 Mar 2023 07:35:46 GMT

Hello @porschahl.

Since your post last night have you been able to successfully top up?

Katie

Re: Can't top up on my Pay as you go phone

porschahl — Wed, 08 Mar 2023 13:31:14 GMT

Hello, pls note this is issue is not resolved. I top off 10 pounds and I can’t make a call still. I have even tried to call 150 and it will not work. Pls can you help to advise. I am in the United States at the moment and I need to make this call

Re: Can't top up on my Pay as you go phone

porschahl — Wed, 08 Mar 2023 13:31:38 GMT

Re: Can't top up on my Pay as you go phone

James_B — Wed, 08 Mar 2023 13:47:07 GMT

Hi @porschahl,

What response do you get if you text BALANCE to 150?

James

Re: Can't top up on my Pay as you go phone

porschahl — Wed, 08 Mar 2023 13:48:35 GMT

The message will not go through. I just did a top up yesterday

Re: Can't top up on my Pay as you go phone

porschahl — Wed, 08 Mar 2023 13:51:01 GMT

Re: Can't top up on my Pay as you go phone

James_B — Wed, 08 Mar 2023 13:52:14 GMT

Hi @porschahl,

Did you use your SIM to make a call or send a text in the UK before you travelled to the US?

James

Re: Can't top up on my Pay as you go phone

porschahl — Wed, 08 Mar 2023 14:04:14 GMT

I had a plan with EE. I ended my plan and transitioned to pay as you go a few days ago and now my phone is not working anymore

Re: Can't top up on my Pay as you go phone

James_B — Wed, 08 Mar 2023 14:06:57 GMT

Hi @porschahl,

New pay as you go accounts need to be used on the EE network in the UK before they can connect to a roaming network.

Were you in the UK when you transferred to pay as you go? If you were, did you make a call or send a text whilst in the UK?

James

Re: Can't top up on my Pay as you go phone

porschahl — Wed, 08 Mar 2023 14:11:02 GMT

No that was never advised to me. The only reason I transitioned to pay as you go is because I have been in the US for months now and my plan was going to stop because I’m not going to be in the UK till later this year. They advised I could transition to pay as you go. Never once did they mention this to me as they have know I’ve been in the US. I am extremely upset right now because I need to use my phone

Re: Can't top up on my Pay as you go phone

porschahl — Wed, 08 Mar 2023 14:17:46 GMT

I paid for 3 months to have the travel pass whilst I’ve been here so they knew my location and never advised this. Pls can you advise what I need to do. I can’t even use my phone to call EE. This is ridiculous

Re: Can't top up on my Pay as you go phone

James_B — Wed, 08 Mar 2023 14:18:54 GMT

Hi @porschahl,

I'm sorry if that wasn't discussed when you cancelled your pay monthly plan.

Your SIM will need to be connected to the EE network in the UK to activate your new pay as you go account.

Have you looked at making the call over a web based application? (WhatsApp, Skype etc.)

James

Re: Can't top up on my Pay as you go phone

porschahl — Wed, 08 Mar 2023 14:21:14 GMT

No I need to call HMRC. I’m not able to do that. This is ridiculous. I will not be able to use my phone until end of this year. So are you telling me I need to keep topping up a phone I am not able to use because I will not be in the uk. There must be an exception. Pls advise

Re: Can't top up on my Pay as you go phone

James_B — Wed, 08 Mar 2023 14:33:24 GMT

Hi @porschahl,

You should be able to call most UK numbers via Skype.

I'd recommend contacting our Technical Support Team to see if there is anything else that can be done to get your account activated.

They'll be happy to take a look at it for you.

James