topic Call charges in Pay as you go

Call charges

Lynne23456 — Tue, 29 Aug 2023 09:15:18 GMT

UPDATE - sorting this out via customer service messaging. Think my account has got a bit messed up - hence the issues.

Hi. I have an EE PAYG card in a spare phone for back up. To keep the card active I phone my other phone and hang up before the call is answered and vice versa. I did this last month without issue. However, this month I don't have enough credit to do it. There is no activity on my account for the past 30 days, any clues where my credit might have gone please? Regards Lynne23456

Re: Call charges

Leanne_T — Tue, 29 Aug 2023 09:37:54 GMT

Hi @Lynne23456

Thanks for the update on your post.

Hope this is now sorted for you with our customer care team 🙂

Leanne.

Re: Call charges

Lynne23456 — Tue, 29 Aug 2023 09:40:34 GMT

Thanks Leanne. Semi sorted. A complaint has been raised, but happy to close this issue today.

Regards

Lynne

Re: Call charges

Leanne_T — Tue, 29 Aug 2023 09:41:16 GMT

Thanks for letting me know @Lynne23456

Hope this is sorted soon for you.

Leanne.

Re: Call charges

XRaySpeX — Tue, 29 Aug 2023 15:42:29 GMT

Hanging up before call is answered doesn't count as a call & is not charged. So it will not keep your SIM out of hibernation. Doing this for 6 months on the trot will result in hibernation as it turned out.

Re: Call charges

Lynne23456 — Tue, 29 Aug 2023 16:35:01 GMT

@XRaySpeX Hi, thanks for your input. I was only following instruction from a call with an EE customer advisor many months ago to make a call and hang up before it was answered. However, I have now discovered that to prevent my account going into hibernation, not only do I have to make a call and connect every 90 days, but I also have to top up my account. This PAYG sim is purely for back up in the event my current provider doesn't have a signal, so it is there for emergencies. As I don't intend to sit with a huge credit on the account, I'm afraid that when this balance comes to an end, I will have to investigate what other providers have to offer.

Apparently, I should also have received a text to warn me, my account was about to go into hibernation, which I never got. In anticipation of my account going into hibernation, EE withdrew my existing credit balance. As a token of my long customer service an amount was credited back to my account, but no compensation for any of the incovenience I incurred.

Your input is obviously valued. Thank you. 🙂

Re: Call charges

XRaySpeX — Tue, 29 Aug 2023 16:50:55 GMT

Thanks! You're welcome 🙂 ! Glad I could be of assistance & trust it is now sorted.