topic Re: I am abroad unable to reach customer service in SIM cards & Porting

I am abroad unable to reach customer service

Hiee — Tue, 23 Jan 2024 10:24:49 GMT

I am abroad and my sim seems to be inactive and i have been unable to reach customer service to rectify the issues. I have called the number provided but it is not going through. what can i do?

Re: I am abroad unable to reach customer service

Katie_B — Tue, 23 Jan 2024 10:31:53 GMT

Hi @Hiee.

Welcome to the community.

Before leaving the UK did you activate roaming by texting ROAMING to 150?

Have you received a welcome text from EE?

Speak soon,

Katie

Re: I am abroad unable to reach customer service

Hiee — Tue, 23 Jan 2024 10:34:52 GMT

hi @Katie_B

no I did not do so as i was not meant to be abroad for so long.

however, i had been receiving texts messages which stopped a couple of weeks ago. i did not really pay attention to it as i believed it was probably network issues.

wanted to top up now and it was showing that my number does not exist

Re: I am abroad unable to reach customer service

Katie_B — Tue, 23 Jan 2024 10:37:05 GMT

Thanks for confirming @Hiee.

If you are pay as you go roaming is enabled, it is only pay monthly customers who are required to activate before leaving the UK.

When was the last time you used your SIM for a chargeable action? A chargeable action is any of the following:

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

Katie

Re: I am abroad unable to reach customer service

Hiee — Tue, 23 Jan 2024 10:38:48 GMT

@Katie_B it has been so long i really can not remember. But i know at least 3/4 months have gone by.

got so busy with life/health, a lot of things took a back burner

Re: I am abroad unable to reach customer service

Katie_B — Tue, 23 Jan 2024 10:43:12 GMT

If you haven't used your phone for any chargeable activity for 179 days then your account will go into hibernation and any credit will be removed @Hiee.

Do you have access to another phone? our customer care team can be contacted on +44 7953 966 150.

Katie

Re: I am abroad unable to reach customer service

Hiee — Tue, 23 Jan 2024 10:52:33 GMT

@Katie_B oh wow. did not know that. it has definitely not been used for any chargeable activity in that long

i have called the number, however, it is not going through. Keeps telling me it does not recognise me picking an option between the 2 given, before the call cuts.

Re: I am abroad unable to reach customer service

Katie_B — Tue, 23 Jan 2024 11:06:04 GMT

Thanks for trying @Hiee.

If possible please could you try this number +44 800 956 6000.

Katie

Re: I am abroad unable to reach customer service

Hiee — Tue, 23 Jan 2024 12:22:59 GMT

@Katie_B i have tried this new number, however, it is not even connecting.

I know ee had a live chat option before, is it still available? where a technical support person can help me out with this issue.

or is there another line that can be tried?

Re: I am abroad unable to reach customer service

Katie_B — Tue, 23 Jan 2024 12:25:21 GMT

Hi @Hiee.

There is currently no Live Chat for pay as you go customers.

I've just tried calling the 0800 number and it is connecting.

Does your phone just cut off when trying to call?

Katie

Re: I am abroad unable to reach customer service

Hiee — Mon, 29 Jan 2024 18:04:04 GMT

hi @Katie_B

been trying to reply your message for days, but the network has been down.

yes it cuts off. and the other line kdoes not pass the options bit

Re: I am abroad unable to reach customer service

Christopher_G — Mon, 29 Jan 2024 18:43:55 GMT

Are you able to try calling us through a VoIP service, such as Skype, @Hiee?

Chris

Re: I am abroad unable to reach customer service

Hiee — Wed, 31 Jan 2024 13:16:44 GMT

Hi @Christopher_G

Is zoom available? I have not used skype in years.

If the call does not require me to reactivate my skype then we can go ahead.

Re: I am abroad unable to reach customer service

Christopher_G — Wed, 31 Jan 2024 13:22:05 GMT

I'm not familiar with Zoom, @Hiee.

If you're able to dial a number through it, then it could be a possibility.

Chris