topic Re: Re: Can’t dial 150 in Pay as you go

Re: Can’t dial 150

Nigelrose — Fri, 17 Apr 2026 17:03:21 GMT

Hi Leanne,

I’ve had this number for over 20 years. I moved to PAYG and was told I needed to send a text within 3 months, but I’m abroad and the SIM is now barred. The EE app says a final bill has been made and the account is closed.

Can this number/account still be restored? I cannot get through by phone from abroad because the keypad options are not being recognised.

Can you help by private message or tell me the quickest way to fix this online?

Thank you.

Re: Re: Can’t dial 150

Leanne_T — Sat, 18 Apr 2026 07:17:53 GMT

Hi there @Nigelrose

Thanks for coming to the community.

Did you use the SIM card in the UK after transferring to pay as you go? Once the contract has been moved to pay as you go this would need to be activated on the EE network or this may not work abroad.

If you were in the UK when the changes were made and the account is in hibernation, you would need to call our pay as you go guides from any other phone and the team will get this sorted for you.

Leanne.

Re: Re: Can’t dial 150

XRaySpeX — Sat, 18 Apr 2026 09:26:21 GMT

@Nigelrose : When was your SIM moved to PAYG? It takes 30 days notice to cancel a contract & before it is moved to PAYG. Had that change taken place while abroad you can't now use it at all while abroad. To be used abroad EE PAYG SIMs need 1st activating on EE's home UK network. If it wasn't you can't now use it until you return to UK.

Re: Re: Can’t dial 150

Nigelrose — Mon, 20 Apr 2026 13:43:10 GMT

Hi Leanne,
Thanks for replying.
Yes, the line was changed to pay as you go, and I have had this number for more than 20 years.
This number is used for authentication for my banks, my businesses, and everything else important, so I need to keep this number urgently.
I was not told it needed to be activated in the UK before travelling. I was told it was working. The only thing I was told was that I needed to send a text within 90 days, and I have one day left of that period.
I am now in Egypt and need this resolved remotely.
Calling is not a workable solution. I have spent over £100 trying to contact EE from Egypt, have tried well over 100 times across four days, and your automated system does not recognise my keypad input when I press 1. I have even used three different phones to try to get through, but your DTMF system is not working from Egypt.
I only managed to get through once. During that call, I topped up £10 and was told the service was working, and that a message I sent while on the phone could be seen. That was not correct.
I have now also topped up an additional £5 and added data, but nothing on the platform, website or app will activate roaming or get the SIM working.
I believe the issue is that roaming was never properly activated when the account was moved to pay as you go, and I was not told this in the UK, despite explaining that I was travelling to Egypt.
Please escalate this to a team that can resolve it without requiring a phone call, either by web chat, email, direct callback, or through the complaints route.
I need EE to:
confirm whether the PAYG migration failed to activate correctly for roaming
remotely apply any activation or account settings needed
confirm the outcome in writing by email
address the cost and inconvenience caused by me being unable to access support from abroad
This needs to be resolved remotely as a matter of urgency. Telephone support is not possible in my situation.
Thanks,
Nigel

[Mod edit - personal details removed, please don't share these in public]

Re: Re: Can’t dial 150

Nigelrose — Mon, 20 Apr 2026 09:49:20 GMT

I have spent 4 days trying to sort this out. Calling is not a workable solution. I have spent over £100 trying to contact EE from Egypt, and your automated system is not recognising keypad input when I press 1. I have tried over 100 times on 3 different phones and used 3 differnt EE numbers, so DTMF is not working for me from Egypt. how do i get this resolved !

Re: Re: Can’t dial 150

Nigelrose — Mon, 20 Apr 2026 09:52:34 GMT

I was told not any of this before leaving the UK I was told it had all been moved from contact to PATG and was working. they new i was getting on a plane and ii am not coming back to UK to just fix this

I have spent 4 days trying to sort this out. Calling is not a workable solution. I have spent over £100 trying to contact EE from Egypt, and there automated system is not recognising keypad input when I press 1. I have tried over 100 times on 3 different phones and mobile numebers all local, so DTMF is not working for me from Egypt.

Re: Re: Can’t dial 150

Nigelrose — Mon, 20 Apr 2026 11:09:38 GMT

@EE I’m in Egypt and have spent 4 days and over £100 trying to contact you. Your call system is not recognising my keypad input — DTMF is not working. I’ve tried 100+ times on 3 phones and 3 EE numbers. How can this be resolved remotely?

What is the solution ?

Re: Re: Can’t dial 150

Christopher_G — Mon, 20 Apr 2026 13:01:54 GMT

Hi @Nigelrose

I've sent you a private message to see if I can get you some help with this. Please take a look at your community inbox and get back to me.

Thanks
Chris