topic Re: Contract cancelled without notification in Pay as you go

Contract cancelled without notification

MsJHH — Sat, 18 Mar 2023 09:06:16 GMT

Hello - yesterday I had a clear out of files my laptop deleting cookies in the process. When I tried to log-in to my Amazon and currency exchange accounts I discovered that my number was no longer active (I last used it two weeks ago but mainly use it to receive codes and messages from my son - I live in France but my French phone number is a recycled one and I don't want to use it as in the past it's been linked to a stranger's email address). After a day of trying to access my accounts I thought the easiest option would be to buy some credit which I've just done - but to no avail. I am effectively without a means of contact which could be an emergency (I am 72 and live alone in the countryside). How do i reactivate my number, please?

Re: Contract cancelled without notification

bristolian — Sat, 18 Mar 2023 09:24:45 GMT

Pay-monthly contracts have monthly bills, no concept of topping up and are only cancelled if you explicitly give disconnection notice.

What you've described is a PAYG SIM that has gone into hibernation through lack of use - not a contract.

https://community.ee.co.uk/t5/Pay-as-you-go/What-is-pay-as-you-go-and-flex-hibernation-and-how-do-I-stop-it/td-p/833279 - you will need to contact EE C/S to reactivate your number, assuming you are within the 273 day limit. If not, your number is lost.

Re: Contract cancelled without notification

MsJHH — Sat, 18 Mar 2023 09:40:13 GMT

No, it wasn't a PAYG SIM but a monthly contract I've had since 2019. It was used just two weeks ago and although not used regularly it is used at least once a month. I checked my bank account and they've not taken the Direct Debit for two months.

Re: Contract cancelled without notification

bristolian — Sat, 18 Mar 2023 09:44:28 GMT

Pay-monthly contracts do not get cancelled unless the account holder has explicitly given cancellation notice or used a PAC/STAC.

How much were you paying each month on your direct debit? I suspect this was a recurring PAYG pack, not a monthly contract.

Re: Contract cancelled without notification

MsJHH — Sat, 18 Mar 2023 09:48:54 GMT

£5.00 and it was definitely a monthly contract as I was unable to get a PAYG pack which, ironically, I would have preferred. I suspect they thought it didn't generate enough income.

Re: Contract cancelled without notification

Chris_B — Sat, 18 Mar 2023 09:54:30 GMT

@MsJHH Still sounds like a PAYG as contracts do not get terminated unless the account holder actually calls to terminate. By any chance could it be a Flex tariff ? as these are like a contract that you pay each month via a bank account but it’s a fancy PAYG but paid each month via a bank account.

Re: Contract cancelled without notification

MsJHH — Sat, 18 Mar 2023 10:03:28 GMT

Up until May 2019 I had a PAYG as I used to use varying amounts each month, sometimes nothing, sometimes £15.00. I recall going into the EE shop in Felixstowe and asking for a pay monthly contract (they were mesmerised by my old flip phone but my preferred contract with friends and family is via my iPad so, for me, a phone is only necessary for emergencies, receiving a regular check in from my sons in the UK and codes from the bank, etc. as specified above). It was definitely a contract and I'm appalled that they can disconnect without notice. I've messaged them so we'll see what happens.

Re: Contract cancelled without notification

bristolian — Sat, 18 Mar 2023 10:15:23 GMT

@MsJHH wrote:

It was definitely a contract and I'm appalled that they can disconnect without notice.

Pay-monthly contracts are only cancelled if one of two things happen.

1: The account holder explicitly gives disconnection notice

2: The account holder uses a PAC or a STAC and gives it to a new network provider.

Contacting EE CS is the correct thing to do here.

Re: Contract cancelled without notification

MsJHH — Sat, 18 Mar 2023 10:24:29 GMT

I've contacted EE CS so here's hoping for a successful resolution. EE remains my preferred provider and I was with them when they were Orange having left the devil's network and their appalling customer service (TT).

Re: Contract cancelled without notification

Leanne_T — Sat, 18 Mar 2023 11:30:15 GMT

Hi @MsJHH

Please let us know how you get on after this has been looked into by our mobile care team.

Leanne.

Re: Contract cancelled without notification

MsJHH — Sat, 18 Mar 2023 11:35:24 GMT

Will do Leanne. My neighbour also has a similar contract albeit not with EE (several Brits here maintain inexpensive contracts for when they visit or in order to stay in touch with family members). So far, they've not had a problem like this.

Re: Contract cancelled without notification

Leanne_T — Sat, 18 Mar 2023 11:43:56 GMT

Hope this is all sorted soon for you @MsJHH

Leanne.

Re: Contract cancelled without notification

XRaySpeX — Sat, 18 Mar 2023 12:16:12 GMT

@MsJHH wrote:

the easiest option would be to buy some credit which I've just done - but to no avail.

If this was really a contract, you don't buy some credit for it. It is covered in your monthly bills. How did you go about buying some credit?

Re: Contract cancelled without notification

XRaySpeX — Sat, 18 Mar 2023 12:19:22 GMT

Where are you & how long have you been there?

Re: Contract cancelled without notification

MsJHH — Sat, 18 Mar 2023 12:57:59 GMT

I saw that I had .18p remaining from when I had an actual PAYG (pre-2019) so thought it might 'top-up'. EE clearly, for whatever reason, cancelled the DD for the ongoing contract that I'd had since 2019, as I mentioned, without informing me.

Re: Contract cancelled without notification

MsJHH — Sat, 18 Mar 2023 12:58:36 GMT

Since November 2020 but returning as and when

Re: Contract cancelled without notification

Leanne_T — Sat, 18 Mar 2023 14:34:02 GMT

What has the mobile care team advised when you spoke to them? @MsJHH

Leanne.

Re: Contract cancelled without notification

MsJHH — Sat, 18 Mar 2023 14:45:13 GMT

I've not heard from them yet and I can't speak to them without a phone (number). 😒

Re: Contract cancelled without notification

Leanne_T — Sat, 18 Mar 2023 14:53:33 GMT

How did you contact us? @MsJHH

Leanne.

Re: Contract cancelled without notification

MsJHH — Sat, 18 Mar 2023 15:23:58 GMT

Via the web form under contact. But it's the weekend so I don't expect a response until next week.