Changing from pay monthly to PAYG

[JoannaHilliard]

Hi there,

I recently moved to Australia and have successfully cancelled my contract with EE but had requested to keep my number on a PAYG which i will top up sporadically to keep the number going. I spoke to customer services 3 times before i left for Australia and was assured that its all set to as a PAYG successfully without the need for a new sim card.

I am now in Australia and when i log into my EE account it just says that my account is cancelled but it does not give me the option to put credit on and top up.

Can anyone advise what i should do here - aware that its quite an unusual scenario.

Thanks,

Jo

[Christopher_G · Accepted solution]

Hi @JoannaHilliard

Welcome to the community. I hope the move went smoothly for you. 🙂

You may have been given a new account number when changing from contract to pay as you go. We'd usually have to delete the old My EE account so that you can register for the pay as you go account. The system must think you're trying to log into the contract account, which is why you're getting the 'cancelled' error.

Could you try one of the other top up methods?

Did the switch-over happen before you travelled to Australia or whilst you were there?

Chris

[XRaySpeX]

You need to call CS to delete your old contract 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.

If you switched to PAYG while abroad you can't now use it until you return to UK. EE PAYG SIMs need 1st activating on EE's home UK network. 

[JoannaHilliard]

Hi Chris,

Thanks for your note. I requested the switch about a month ago, and it was due to happen whilst i am in Australia. All of the CS advisors said it would happen automatically (knowing that i would be in Australia). I cannot really tell if it has happened but will try topping up with some credit as you suggest.

In the meantime, i am still using my number whilst logged into wi-fi with data roaming off. I am hoping this is ok and wont incur any additional charges (i am only using WhatsApp to speak to family).

Thanks,

Jo

[JoannaHilliard]

Hi Chris,

I managed to successfully top up some credit onto my account using the 'top up someone else with credit online' function. I then received a text to say it has been approved. However it is still unclear to me if PAYG is actually working. Again, when logging into myEE it says that my account is closed as of 21 November (as originally requested).

Please can you advise?

Thanks,

Jo

[XRaySpeX]

When using WiFi you are not using your SIM or number. Your number only comes into play when you connect to a mobile network. It follows that EE has nowt to do with your use of WiFi and you can't be charged for it. 

[XRaySpeX]

Yes, you need to ring CS to delete your old contract MyEE as I previously advised. 

In the meantime you will be unable to use that PAYG SIM until you return to UK.