Account cancelled WRONGLY by EE agent! Stuck in US with no phone!

[GenBell]

I've been an EE customer for YEARS. Contracts and then just monthly pay as you go scenario. They screwed me about with access when in USA, so i was obliged to go to a much more expensive bill just to get the roaming i needed. Then it seemed like a contract was a good idea, so i signed up for one, hoping there would be benefits. There weren't. This is all happening while i'm abroad on a long trip in USA.

I was within my 14 day cooling off period for the new contract and got onto the ee app chat to speak to an agent about simply switching back from the contract BACK TO my monthly pay as you go. I thought clearly and double checked that everything was clear with the agent, but a month goes by and suddenly my phone doesn't work outside of WIFI and i find on the EE app that my account has been CANCELLED! I have no way to call or text the helpline "calls to this number are barred" and the app no longer offers me the option to speak to an agent!

They have screwed me. What do i do? I can't wait days/weeks to get my phone working again. And this is all EE error!

[Northerner]

Hi @GenBell 

If you have switched back to PAYG when abroad then you'll need to log into the EE UK network and if abroad your SIM will not work until you do so. 

There are many threads about this on the forums. This is not an EE mistake.

Thanks 

[GenBell]

Hi Northener,

Thanks for communicating. I'm still in the USA and the change to a contract
that was conducted over web chat from here (though the contract was
abandoned within the 14 day cool off time) didn't require any effort, so
the change back to Pay As You Go should be as simple.

I did, after all, NOT ask for my ACCOUNT to be cancelled. So why was my
whole ACCOUNT cancelled?

with thanks.
Gen

[bristolian · Accepted solution]

There may be an issue of terminology here, but if you requested that a pay-monthly contract is converted to a PAYG, then that is a cancellation of contract. Your use of the word "abandoned" is another way of describing what is a cancellation.

New PAYG SIMs need to be used on EE's UK network before they will work abroad, and that includes migrations from pay-monthly contracts that have been cancelled. There is no workaround from this.

[Chris_B]

@GenBell  Your account being closed is because of changing from a contract a PAYG this switch over messes up the account as the contract is terminated.    As above nothing can be resolved while you’re outside the UK in regard too the now none working sim. 

[XRaySpeX]

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@GenBell wrote:
didn't require any effort, so the change back to Pay As You Go should be as simple.

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Yes, simple & requiring no effort organisationally but still needed for the PAYG SIM to be used physically in UK before it would work abroad.

As it was switched to PAYG while you were abroad you couldn't use it until you return to UK. EE PAYG SIMs need 1st activating on EE's home UK network before they can be used abroad.