topic Re: Can't buy pack with top-up credit, from abroad in Pay as you go

Can't buy pack with top-up credit, from abroad

VictorTT — Mon, 04 Mar 2024 19:17:35 GMT

Hi.

I'm abroad at the moment and my roaming is not working anymore. Topped up and tried to get a pack, but it gives me an error when i want to buy pack with credit.
I cannot call numbers or text 150. What can i do?

Re: Can't buy pack with top-up credit, from abroad

XRaySpeX — Mon, 04 Mar 2024 21:25:19 GMT

Where are you abroad?

Re: Can't buy pack with top-up credit, from abroad

VictorTT — Tue, 05 Mar 2024 07:16:05 GMT

Romania

Re: Can't buy pack with top-up credit, from abroad

XRaySpeX — Tue, 05 Mar 2024 07:32:09 GMT

Had you used your PAYG SIM to make a call or text in the UK before you went abroad?.

Re: Can't buy pack with top-up credit, from abroad

VictorTT — Tue, 05 Mar 2024 07:45:47 GMT

I used it for years while in the UK. Had it as a plan at first then switched to payg. Used it in Romania as well, with no problems. Had the roaming problem once before, but managed to fix it with topping up and adding packs.

Re: Can't buy pack with top-up credit, from abroad

XRaySpeX — Tue, 05 Mar 2024 07:50:27 GMT

Did you receive a msg upon arrival telling you about the charges for roaming in EU on PAYG? Did you buy 1 of the "Roam Like Home" add-ons to be able to use your UK pack allowances there?

Re: Can't buy pack with top-up credit, from abroad

VictorTT — Tue, 05 Mar 2024 08:01:44 GMT

I have received that message numerous times. I did not buy anything specific for roaming. I used this number here since covid and had no issues except once, when i suppose i hadn't topped up or used packs for too long.
I don't believe it's a matter of if i can use the number in Romania, but how to reactivate roaming/how to buy a pack with the credit that i topped up.
Unless something changed in EE's roaming policies recently, it shouldn't be a usage issue.

Re: Can't buy pack with top-up credit, from abroad

XRaySpeX — Tue, 05 Mar 2024 08:06:26 GMT

Did you receive that msg this time? How long have you been in Romania this time? How long has this issue been happening this time?

Re: Can't buy pack with top-up credit, from abroad

VictorTT — Tue, 05 Mar 2024 08:17:47 GMT

I've received the last messages from EE in December. I've been in Romania since 2020, with visits to the UK. I noticed last month that my number is not receiving messages anymore.
Please, before investigating the "if i can use the number in Romania", please help me buy a pack with my credit, as that is what i was asking. As I said, i've been through this before.
I have bank accounts linked to the number, so I need this fixed.

Re: Can't buy pack with top-up credit, from abroad

XRaySpeX — Tue, 05 Mar 2024 08:30:43 GMT

You may buy a pack from your online EE account. But it won't help you when you can't use your phone for roaming even without a pack.

I'm not concerned about what happened on previous trips but only on this one since you last left UK. Please answer my 3 questions on that basis.

Re: Can't buy pack with top-up credit, from abroad

VictorTT — Tue, 05 Mar 2024 08:49:14 GMT

I already answered your 3 questions.
I've received the last messages from EE in December. I've been in Romania since 2020, with visits to the UK. I noticed last month that my number is not receiving messages anymore.
Last time i've spent 10 days in UK, in November 2022.

And although i may buy a pack online, i can't, because it's giving me an error, that's why i'm here.

My question to you now is, since i've had the roaming problem before and i managed to fix it by getting a pack, why are you trying to go down a path of investigating other aspects instead of trying to use the same solution that helped last time?
I don't know if you're an EE employee or just a helpful person roaming the community helping others, but if you're not an EE employee, I'm not sure you could help me, since this is either a thing of EE adding the pack to my account and taking the credit from their end or EE unlocking my roaming if it's blocked. If you're just a good samaritan, I appreciate your effort and time, but it's not taking us anywhere so far.

Re: Can't buy pack with top-up credit, from abroad

Leanne_T — Tue, 05 Mar 2024 10:23:11 GMT

Hi @VictorTT

Pay as you go accounts will go into hibernation if no chargeable activity is made, please see our What is pay as you go and flex hibernation, and how do I stop it? - The EE Community for full details and how to get in touch with our mobile guides to remove the account from hibernation.

Leanne.

Re: Can't buy pack with top-up credit, from abroad

VictorTT — Tue, 05 Mar 2024 11:38:06 GMT

Hi, Leanne. Alright, so my account is in hibernation. I topped up and would like to buy a pack with my credit so i can get out of hibernation. Since i can't use this number, i have to buy the pack online. I get an error online when i pay with the credit that i've already topped up. How do i go around that? Without spending a fortune over the phone from Romania to UK.
There are no options to get in touch with EE besides here and over the phone.
As I told XRaySpeX, I don't need the WHY, I need the HOW.

Re: Can't buy pack with top-up credit, from abroad

Leanne_T — Tue, 05 Mar 2024 12:08:06 GMT

Hi @VictorTT

To remove the account from hibernation you would need to call us, you are unable to top up and remove the account from hibernation online.

Please see our Contact EE page for numbers you can call from any other phone or third party calling app.

Leanne.

Re: Can't buy pack with top-up credit, from abroad

XRaySpeX — Tue, 05 Mar 2024 12:43:25 GMT

@VictorTT wrote:

would like to buy a pack with my credit so i can get out of hibernation.

You can't buy a pack until you get out of hibernation. That was what I was trying to get at but you never gave me the chance.

The HOW is get out of hibernation.

Re: Can't buy pack with top-up credit, from abroad

VictorTT — Tue, 05 Mar 2024 13:08:37 GMT

But i was able to top up online.

Re: Can't buy pack with top-up credit, from abroad

XRaySpeX — Tue, 05 Mar 2024 13:12:52 GMT

Yes, for some peculiar reason EE allows top-up while in hibernation but not actual use.

Re: Can't buy pack with top-up credit, from abroad

VictorTT — Tue, 05 Mar 2024 13:15:40 GMT

Ok, I added some international minutes to my number in Romania and called the international number for EE and sorted it with the robot. I hope, at least. It said it should take 1-4 hours.
Thanks for the both of you.
Have a great day!

Re: Can't buy pack with top-up credit, from abroad

XRaySpeX — Tue, 05 Mar 2024 13:19:07 GMT

If that worked you can't be in hibernation.