topic Re: Why don't I have access to live chat? in Pay as you go

Why don't I have access to live chat?

rudeman — Sun, 24 Nov 2024 05:26:01 GMT

Hello,

I don't have access to live chat in the EE app despite having a PAYG number. The 'Help' section looks like this:

The 'Home' section looks like this:

Does this mean my SIM/number is not activated? I can currently receive texts but not send them, and cannot make or receive calls.

Thanks!

Re: Why don't I have access to live chat?

XRaySpeX — Sun, 24 Nov 2024 06:31:10 GMT

PAYG's the reason. There is no Live Chat for PAYG.

Where are you?

When did you last make a chargeable action.

Re: Why don't I have access to live chat?

rudeman — Sun, 24 Nov 2024 06:37:17 GMT

Ok thanks.

I owned this number on a previous rolling monthly contract but the account was closed. I opened a new account for this number in Vietnam and topped up £10. I have tried to send texts and make calls but neither work, does this mean the SIM is not activated?

Re: Why don't I have access to live chat?

XRaySpeX — Sun, 24 Nov 2024 06:43:41 GMT

@rudeman : Yes, it's not activated for roaming.

As it was switched to PAYG while you were abroad you can't now use it until you return to UK. EE PAYG SIMs need 1st activating on EE's home UK network before they can be used abroad.

Re: Why don't I have access to live chat?

rudeman — Sun, 24 Nov 2024 06:46:23 GMT

Ok thanks.

So can I get a friend in the UK to activate the SIM for me? Can I send it to them as an eSIM or something? Then they could send it back to me?

Re: Why don't I have access to live chat?

XRaySpeX — Sun, 24 Nov 2024 06:48:45 GMT

You could do that & they will need to make a call or text before returning it to you, but not as an eSIM. You don't get eSIMs on PAYG.

Re: Why don't I have access to live chat?

rudeman — Sun, 24 Nov 2024 06:56:53 GMT

It's loaded into my phone right now as an eSIM though:

The physical SIM is not in my phone anymore. I can still receive texts to the number.

Re: Why don't I have access to live chat?

XRaySpeX — Sun, 24 Nov 2024 07:00:48 GMT

What, an EE eSIM? Anyway you can't send eSIMs around; they are embedded in your phone.

Re: Why don't I have access to live chat?

rudeman — Sun, 24 Nov 2024 07:08:22 GMT

Yes, an EE eSIM.

Ok, not send the eSIM, but could a friend activate a new one?

On a separate point, how long will EE let me keep this number if the SIM is not activated? If I keep topping up can I hold onto the number? I'm wondering if I could wait until I get back to the UK before activating.

Re: Why don't I have access to live chat?

XRaySpeX — Sun, 24 Nov 2024 07:17:22 GMT

I suppose the eSIM is a consequence of having it on contract. I suppose you could send the whole phone to the UK.

PAYG SIMs don't go into hibernation unless you don't make a chargeable action, like a top-up, within 179 days.

Re: Why don't I have access to live chat?

rudeman — Sun, 24 Nov 2024 08:02:21 GMT

Ok thanks.

So as long as I keep topping up the I'll keep the number. Is there anyway to view how many days the SIM has of remaining active? Just so I can check the topping up is keeping it active.

Re: Why don't I have access to live chat?

XRaySpeX — Sun, 24 Nov 2024 08:08:28 GMT

No, you need to keep count yourself.

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

Re: Why don't I have access to live chat?

rudeman — Mon, 25 Nov 2024 09:13:03 GMT

Thank you 🙂

I'll just have to top it up to keep it alive.