EE cancelled my phone contract when I wanted to change to a pay as you go SIM

[andyoconnor96]

In October I started travelling before reaching a move to Australia this February. I want to keep my UK phone number whilst in Australia, so I rang to change my SIM monthly contract to a pay as you go, with the assurance I'd keep my number if I topped it up every 3-6 months. Unfortunately it seems my request failed as my account says it's closed? I'm in New Zealand and it's incredibly difficult to get hold EE to understand what has happened here. Apparently there's a live chat in the app but I do not see this option. Any recommendations? HELP

[Katie_B]

Hello @andyoconnor96. 

Thanks for coming here. 

I hope you're having a great time in Australia. 

Is it when you log in to your account online that your account shows closed?

When was the last time you used your SIM?

Did you move to pay as you go whilst in the UK?

Speak soon, 

Katie

[andyoconnor96]

Hi Katie,

Thanks! I haven't moved yet but will be there in the next few weeks. 

That is correct. When I log in on the app it says it's closed. No pay as you go top up option. I rang EE before leaving the UK to switch to pay as you go. 

I haven't used my SIM since early October... I'm hoping there is a way to keep my number! 

Best wishes

Andy

[Katie_B]

It will be amazing; my best friend has recently moved to Australia and loves it @andyoconnor96!

Once you move from pay monthly to pay as you go its normal for your online account to show as closed. 

This will need to be removed so you can set up your new pay as you go online account. 

Have you topped up your SIM?

Are you able to try send a text or make a call?

Katie

[XRaySpeX]

You contract a/c has closed but your PAYG a/c hasn't. You need to call CS to delete your old contract MyEE 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.

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.