topic Re: A problem with my account. Not reciving calls or texts in Pay as you go

A problem with my account. Not reciving calls or texts

Damien28 — Thu, 29 Feb 2024 18:54:25 GMT

Hi,

My Android phone as suddenly stopped taking calls and texts, when I look in settings at Network status it says Active and connected.

When I log onto my account it says that there is "A problem with my account"

I have been trying to find what the problem with my account is, but when I log on there is no information directing me anywhere, other than to use their (Costly landline). It doesn't let me know if my Sim number is in hibernation or what actions I need to take if it is. With Tech and customer support like this I'm giving serious thoughts to signing with another network.

Re: A problem with my account. Not reciving calls or texts

Chris_B — Thu, 29 Feb 2024 20:59:41 GMT

@Damien28 only a PAYG sim can go in to hibernation are you on PAYG ? A PAYG sim will only go in to hibernation if it isn’t used for quite awhile ( 179 days )

Have a read of THIS.

It’s also not costly to call customer service not sure where you got that from. From a non EE device it’s 07953 966 150

Re: A problem with my account. Not reciving calls or texts

bristolian — Fri, 01 Mar 2024 08:05:21 GMT

@Damien28 wrote:

My Android phone as suddenly stopped taking calls and texts, when I look in settings at Network status it says Active and connected.

Does your Android phone show a connection to EE's mobile network, i.e. coverage bars? Are you able to make/send calls or texts?

Re: A problem with my account. Not reciving calls or texts

Damien28 — Fri, 01 Mar 2024 17:27:31 GMT

Hi, Yes I'm seeing a coverage bar, and in my phone settings it is saying EE network Active. When I try and call the 150 number it just says "You Dont have credit on your phone".

Re: A problem with my account. Not reciving calls or texts

Damien28 — Fri, 01 Mar 2024 17:32:02 GMT

Yes it is PAYG, I'm guessing from reading the link that Hibernation is what has happened here. Do I just need to make a top up or do I need to make a call to CS?

Thanks

Re: A problem with my account. Not reciving calls or texts

James_B — Sat, 02 Mar 2024 08:36:04 GMT

Hi @Damien28,

If your account is is in hibernation, please call Customer Care on 07953 966 150 to reactivate it.

Our team will be happy to help. 🙂

James

Re: A problem with my account. Not reciving calls or texts

Damien28 — Sun, 03 Mar 2024 13:17:32 GMT

No one is answering and how much does this call cost. I think its best to just dump this whole EE mobile scam.

Re: A problem with my account. Not reciving calls or texts

bristolian — Sun, 03 Mar 2024 13:21:42 GMT

Calls to 07-prefixes are charged as a mobile call from whatever phone you call from. Most mobiles will have a call allowance which should cover this.

Re: A problem with my account. Not reciving calls or texts

Damien28 — Sun, 03 Mar 2024 13:40:11 GMT

I was trying to call from a landline, but I'm worried about how much it will cost my famly member has it's their phone. I think the best option here is to leave EE and get a sim with another Company. I can't understand why they don't allow you to just top up and get back connected instead of having to go through all this phone call nonsense. This is something that should be solved by my accounts page. There's no transparency about any hidden charges that may apply if I call this number.

Re: A problem with my account. Not reciving calls or texts

James_B — Sun, 03 Mar 2024 14:18:50 GMT

Hi @Damien28,

You'd need to check the cost of the call with the service provider of the phone you're using to call.

As @bristolian mentioned, most mobile plans will have an inclusive allowance for calls to mobile numbers and this is also the case with some landline plans.

James

Re: A problem with my account. Not reciving calls or texts

XRaySpeX — Sun, 03 Mar 2024 21:31:19 GMT

It costs 25p per call to call CS for a PAYG no.

Re: A problem with my account. Not reciving calls or texts

Damien28 — Mon, 04 Mar 2024 15:03:02 GMT

Just phoned CS and got it all sorted thanks to all who have answered this.

Thanks

Damien

Re: A problem with my account. Not reciving calls or texts

XRaySpeX — Mon, 04 Mar 2024 15:10:56 GMT

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

Re: A problem with my account. Not reciving calls or texts

Damien28 — Mon, 04 Mar 2024 15:40:10 GMT

I think the celebrations are premature, I was told by the CS agent that I just needed to top up, I just put £5 onto the phone. It still wont send or receive texts. Also when I phone it says that "call are not going to this number". Think the best option here is to try and get my money back (if possible) and go with another Mobile company.

Re: A problem with my account. Not reciving calls or texts

XRaySpeX — Mon, 04 Mar 2024 15:48:11 GMT

Sounds as if it's still in hibernation or worse.

When did you previously use it for a chargeable action? EE PAYG SIMs are deactivated after 6 months of non-chargeable use. You then have a further 3 months to call EE to reactivate it before it is lost completely.

Re: A problem with my account. Not reciving calls or texts

Damien28 — Mon, 04 Mar 2024 16:04:02 GMT

What's worse than Hibernation, and why won't EE tell me what's happening. This isn't a very good company is it? The question is how do I get my £5 credit ,that I just wasted, back from this EE outfit? I can't send, receive texts or calls, can't find out whats happening by phoning up the helpline, can't find any solutions on the company webpage. This company is a complete joke At least I now know what EE stands for.: Endless Errors.

Re: A problem with my account. Not reciving calls or texts

bristolian — Mon, 04 Mar 2024 16:05:19 GMT

@Damien28 wrote:

Think the best option here is to try and get my money back (if possible)

PAYG credit is non-refundable. I presume you tested your mobile service whilst on the phone to the CS agent, did it work then?

Re: A problem with my account. Not reciving calls or texts

XRaySpeX — Mon, 04 Mar 2024 16:07:54 GMT

@Damien28 wrote:

What's worse than Hibernation

Complete loss of the SIM & its no. after 9 months inactivity!

Re: A problem with my account. Not reciving calls or texts

Damien28 — Mon, 04 Mar 2024 16:13:06 GMT

If this is the case, what would happen if I buy a new sim, would the credit I paid be-able to be put on the new card?

Re: A problem with my account. Not reciving calls or texts

XRaySpeX — Mon, 04 Mar 2024 16:14:51 GMT

No. PAYG credit is not refundable or transferable, except for the 1st unspent direct card payment.