topic Re: SIM card not working. Need to get in touch with EE but cannot make a phone call in Pay as you go

SIM card not working. Need to get in touch with EE but cannot make a phone call

Ausnick2001 — Tue, 23 Apr 2024 07:08:04 GMT

Does anyone know how to get in touch with EE tech support without making a phone call? I am currently overseas and my EE SIM card is no longer working. I obviously cannot call them without it being an international call which will cost me a small fortune. I cannot see any other way to get in touch with them other than via post or sign language! Any ideas? Many thanks.

Re: SIM card not working. Need to get in touch with EE but cannot make a phone call

bristolian — Tue, 23 Apr 2024 07:14:12 GMT

In what way is your SIM "no longer working" - can you explain the symptoms? Does your phone show a connection to a local network in your host country?

Re: SIM card not working. Need to get in touch with EE but cannot make a phone call

Ausnick2001 — Tue, 23 Apr 2024 07:20:25 GMT

It's no longer connecting to any phone network, and it no longer appears on my EE app. It looks as though it may have been disabled, but I wanted to get in touch with EE to confirm and see what we could do to rectify/reverse it

Re: SIM card not working. Need to get in touch with EE but cannot make a phone call

bristolian — Tue, 23 Apr 2024 07:39:18 GMT

The EE app is irrelevant in this case, but "no longer connecting" implies your phone has previously worked abroad. Is that so?

PAYG phones are auto-enabled for roaming once they are first used in the UK. If this is not done, it would cause a "no coverage abroad" scenario which can only be rectified by UK-based activation.

If your phone has previously worked abroad, manual connections to each local network in turn are often a good way to resolve issues with one.

Re: SIM card not working. Need to get in touch with EE but cannot make a phone call

Ausnick2001 — Tue, 23 Apr 2024 07:59:25 GMT

How is it not relevant? I can't add credit/top it up, it's no longer appearing under my account. Hence why I said it looks like it has been disabled. Yes it has worked absolutely fine before. I will try and manually connect it to a local network.

Re: SIM card not working. Need to get in touch with EE but cannot make a phone call

bristolian — Tue, 23 Apr 2024 08:08:17 GMT

If roaming activation has been eliminated as a potential cause, then there's 2 likely issues

1: Hibernation - PAYG phones need to be used for a chargeable action at least once every 6 months, with a further 3months grace. Using calls or texts from a bundle is not classed as chargeable. When did you last perform a chargeable action?

2: Local network issues. Try using an alternative one.

Re: SIM card not working. Need to get in touch with EE but cannot make a phone call

Ausnick2001 — Wed, 24 Apr 2024 00:19:23 GMT

It will be in hibernation then. I haven't done a chargeable action for at least 6 months I would say. Which still leaves me in my initial predicament. I need to get in touch with them but I can't call them...

Re: SIM card not working. Need to get in touch with EE but cannot make a phone call

Katie_B — Wed, 24 Apr 2024 06:32:44 GMT

Hi @Ausnick2001.

Our pay as you go team are currently only contactable by phone.

If you are able to make an international call from another line please call +44 7953 966 150.

Katie

Re: SIM card not working. Need to get in touch with EE but cannot make a phone call

XRaySpeX — Wed, 24 Apr 2024 14:56:05 GMT

Try calling CS on the Freephone no. in my sig. on Skype over WiFi. It should be free.