topic Re: Can’t send SMS - outside of EU in Roaming

Can’t send SMS - outside of EU

NHJones — Sat, 23 Nov 2024 14:20:41 GMT

Hi EE community. I recently switched to a pay as you go plan whilst travelling, as I have been using e-Sims for mobile data instead. I was told when I switched that I needed to send a text every 3(?) months to keep my old number active. But ever since I switched I haven’t been able to send any texts. I think this is maybe because my roaming may not be switched on (?) for my new plan BUT I can’t send a text to 150! I have tried calling customer services too but the lines have been busy (which seemed weird, am wondering if it is my phone?), the app is also currently under maintenance (for me at least)…

Does anyone have any advice? Do I need to keep trying customer services?!

Re: Can’t send SMS - outside of EU

NHJones — Sat, 23 Nov 2024 14:41:58 GMT

Hi - after reading another similar threas I think the issue is because I haven’t ’activated’ my new plan in the UK - if anyone from EE is reading, similarly to the person who posted, this was not explained to me when I called EE to make the change to PAYG! From reading, I think that all I need to do to keep the number active is to make a chargeable action - the only thing I am able to do is top up… can anyone confirm whether that will suffice?!

Re: Can’t send SMS - outside of EU

XRaySpeX — Sat, 23 Nov 2024 14:51:25 GMT

@NHJones : Can you make calls & use data?

Re: Can’t send SMS - outside of EU

XRaySpeX — Sat, 23 Nov 2024 14:52:12 GMT

@NHJones : 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: Can’t send SMS - outside of EU

Linzi_H — Sun, 24 Nov 2024 08:35:24 GMT

Hi @NHJones

Just on the back of @XRaySpeX's advice, the information is correct. The SIM will need to be connected to the EE network within the UK first (a text sent/call made from it), and then you'll be able to use it successfully abroad.

How long are you travelling for?

I'm presuming you have a physical EE SIM card currently?

If you're travelling for a while and the number is important, you could consider sending the SIM to a friend or relative in the UK, asking them to use it so the transfer to Pay As You Go completes. They could then post that back to you abroad so you can access the number again.

Linzi

Re: Can’t send SMS - outside of EU

NHJones — Sun, 24 Nov 2024 11:49:40 GMT

Hi Linzi - thanks for this. Could you confirm that topping up the sim is enough to keep the number from hibernating? I will survive without making any calls / texts but don’t want to lose the number (posting the SIM / getting the SIM posted back wouldn’t work for me!)

Re: Can’t send SMS - outside of EU

bristolian — Sun, 24 Nov 2024 12:12:45 GMT

A top-up should be enough to prevent hibernation, but if the SIM is not deemed active in the first place, that could be the complication.

Interested myself, in the CS guidance here.

Re: Can’t send SMS - outside of EU

Linzi_H — Sun, 24 Nov 2024 12:13:35 GMT

No worries at all @NHJones

If you haven’t used your phone for any chargeable activity (using your credit to make a call/send a text) for 179 days, your account will go into hibernation and any credit will be removed. You then have a further 90 days to reinstate the number, retaining any previous credit removed. We will send texts as prompts to remind you, but if the SIM isn't fully working there is a good chance you won't get these through.

To remove the account from hibernation you'd need to call us and speak to one of our Guides. We do have a Skype number that can be handy when calling from abroad, it's 00448000798586.

Linzi

Re: Can’t send SMS - outside of EU

Linzi_H — Sun, 24 Nov 2024 12:22:56 GMT

I had to double check myself @bristolian just to be 100% sure. Topping up isn't deemed a chargeable activity from the information I have here.

I have also reviewed the texts sent to Pay As You Go users, and the first prompt would be "Hi, just a reminder that you need to make a chargeable call/text or use data otherwise you may lose your number and any available credit. To check your balance text BALANCE to 150"

Linzi

Re: Can’t send SMS - outside of EU

XRaySpeX — Sun, 24 Nov 2024 12:36:50 GMT

@Linzi_H wrote:

Topping up isn't deemed a chargeable activity from the information I have here.

Isn't it? See I didn’t use my top up credit. Why has it run out?

What is a chargeable activity?

voice and data usage – this includes making calls, sending text messages and photo messages, retrieving a voicemail, and using data

topping up your account

buying a pack or add-on

Any of the chargeable activities can be made in the UK and abroad to keep your account alive.

Re: Can’t send SMS - outside of EU

Linzi_H — Sun, 24 Nov 2024 12:47:11 GMT

Thanks so much @XRaySpeX I stand corrected. @NHJones I apologise about that, and it does seem that topping up will be fine to keep things ticking along nicely while you travel.

I will feedback the texts as I don't think they are 100% clear when we send them, and I can see it potentially creating confusion further down the line.
@bristolian - seems it will be OK after all! Your first thoughts were correct.

Linzi 😊