topic Re: Revert SIM back to PAYG in Pay as you go

Revert SIM back to PAYG

NelsonDog — Tue, 25 Feb 2025 14:15:44 GMT

Hello, last week I signed up for an offer within my EE PAYG account for a monthly deal at £20 (unlimited calls, texts & data).
My plan was activated but I changed my mind.
I called EE customer services and asked for my plan to be cancelled and to have it reverted back to PAYG.

Realistically how long does this take? I called on Saturday and as of writing this message, it’s still active as a monthly plan.

Re: Revert SIM back to PAYG

Peter_W — Tue, 25 Feb 2025 16:29:23 GMT

Hey there @NelsonDog, welcome to the EE Community 😊

If you cancel a new contract within your 14 day cooling off period, we recommend that it'll usually revert back to the previous plan within 2-3 working days.

Just to be sure, when you requested cancellation, did you specifically mention you'd like this back on pay as you go?

Peter

Re: Revert SIM back to PAYG

NelsonDog — Wed, 26 Feb 2025 12:42:10 GMT

Hi Peter

My SIM was reverted back to PAYG today. I made a payment using my debit card when it was temporarily a pay monthly plan and did not use the phone other than call 150. That payment has not been carried over as PAYG credit. Will I be refunded that payment?

Re: Revert SIM back to PAYG

Peter_W — Wed, 26 Feb 2025 13:09:49 GMT

Thanks for the update @NelsonDog, I'm glad to hear that your account has reverted now!

If you had a bill produced in the time that the number was on contract, the payment will go towards this, but you'll then get a revised final bill around a week later.

This final bill will confirm the account was cancelled, and you'll be refunded back to your card anything that was overpaid.

Peter

Re: Revert SIM back to PAYG

NelsonDog — Tue, 04 Mar 2025 18:50:58 GMT

Sorry to reactivate this thread but I thought it was best to post here rather than create a new one.

In the EE app my account is showing as closed and I’m unable to see my PAYG account.

Will this eventually change back on its own or do I need to contact customer services to fix this?

Re: Revert SIM back to PAYG

Matt_124 — Tue, 04 Mar 2025 18:53:39 GMT

You'll need to call customers services for them to remove the closed Pay Monthly Account from your EE ID. You then may need to re-link your PAYG account to the app, but this should be self-serve.

Re: Revert SIM back to PAYG

XRaySpeX — Tue, 04 Mar 2025 22:50:19 GMT

You need to call CS to delete your old contract MyEE a/c & then you can set up your new PAYG MyEE a/c afresh, using the same mobile no. & email addy if desired. You can't mix them under MyEE.