topic Re: Mobile Account Shut Down Abroad and Cannot Reach EE in Contracts & Billing

Mobile Account Shut Down Abroad and Cannot Reach EE

schri0 — Tue, 12 Dec 2023 18:04:01 GMT

I'll start by putting my hands up here and saying I'm at fault for not paying my phone bill - have been meaning to establish direct debits; however, with traveling I would just use the service on 360 to pay monthly.

I've been traveling again for the last few weeks and didn't pay my bill while away. Now I'm back to Europe (not in UK) and there is no way for me to get a hold of EE. All of my lines have been shut off and I cannot call 360 or 150 despite receiving SMS from EE telling me to call 360 to pay my bill. There is no chat available and none of the 0800 numbers available work since my phone plan has been completely shut down. Also, when logging into my account, it prompts me to link a plan / device to my account and when I try to do so it tells me I need to come into a store to show my ID. I'm in Spain until end of January - what can I do to get my bill paid and my account back up?

Re: Mobile Account Shut Down Abroad and Cannot Reach EE

XRaySpeX — Tue, 12 Dec 2023 19:11:47 GMT

@schri0 : Try using Fast Pay online to pay by UK bank card. You don't need to login or register anything. All you need is your mobile no. & it doesn't remember your card details.

Re: Mobile Account Shut Down Abroad and Cannot Reach EE

Chris_B — Tue, 12 Dec 2023 19:43:08 GMT

@schri0 How many missed payments have you got ?

Re: Mobile Account Shut Down Abroad and Cannot Reach EE

bristolian — Tue, 12 Dec 2023 20:04:34 GMT

When a phone is suspended in the UK, there is an outbound call redirect put inplace so any call attempt redirects to 150.

If you have received an SMS abroad, you must have had a local network connection.

Re: Mobile Account Shut Down Abroad and Cannot Reach EE

schri0 — Wed, 13 Dec 2023 08:32:44 GMT

I thought it was the case as well; however unfortunately when calling 150 or 360 it tells me calls from this phone have been restricted.

Re: Mobile Account Shut Down Abroad and Cannot Reach EE

schri0 — Wed, 13 Dec 2023 08:33:00 GMT

Just this one

Re: Mobile Account Shut Down Abroad and Cannot Reach EE

James_B — Wed, 13 Dec 2023 08:34:34 GMT

Did you try the fast payment link @XRaySpeX shared, @schri0?

James

Re: Mobile Account Shut Down Abroad and Cannot Reach EE

schri0 — Thu, 14 Dec 2023 14:39:41 GMT

I've tried - Fastpay seems to be geo-locked for Egypt? When trying to register it doesn't allow me to change the country code from Egypt. I'm in Spain, my sim card is UK EE and my Apple account is US based. Any other ideas?

Re: Mobile Account Shut Down Abroad and Cannot Reach EE

Leanne_T — Thu, 14 Dec 2023 16:28:06 GMT

Hi @schri0

Are you using a VPN?

Can you try another web browser?

Leanne.