How to pay a Remaining Contract Charge from abroad

[niskts]

Hi EE admin,

I am an EE customer who changed the plan from a 2-year contract to a 'pay-as-you-go' last December because I moved to Thailand. The staff said I must pay a cancellation charge (Remaining Contract Charge) by 3rd January 2025. Right now, I live in Thailand. I have tried to pay the charge countless times but cannot call or text 150 using my EE phone number (even though I already turned off airplane mode and successfully connected to a local mobile signal). When I tried to call you via another international phone number to EE customer service (+44 7953 966 250), there was always no answer and said to hold for 10 minutes. There are no email or message reminders for my charge, too. Also, the EE app did not show any overdue cancellation bills, and I cannot access the 'Help' section through the app.

Please advise how I can check and pay my contract cancellation charge alternatively. I am stressed if there is any problem when I haven't paid the cancellation charge on time. Thanks

[Schockwave]

Hello @niskts ,

Welcomew to the community,

Did you use and activate your pay as you go SIM card in the UK first and have you received thee welcome message from EE?

You can also pay here:

https://ee.co.uk/bills-payments/mobile/fast-payment-payg

[XRaySpeX]

Try using Fast Payment 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. 

[niskts]

Hi @Schockwave and @XRaySpeX,

Thank you for your replies. I only got some messages saying 'We've changed the address on your mobile account, as requested' and 'Your cancellation has been requested and will be completed on 04/01/25'. I received these messages on 4th December. Then, when I arrived in Thailand, I got another message 'Hi from EE, welcome to Thailand'. I'm not sure these messages are the three welcome messages you mentioned, as I have used the same sim card and mobile number in the UK for 3 years.
If these messages are not welcome messages, how can I activate the number abroad?

Regarding the fast payment method, is it the same as topping up my new PAYG balance? Will the remaining contract charge be paid automatically from this top up?

kind regards,

[Michael_D]

Hi @niskts 

The welcome messages would be the ones you had saying 'Welcome to Thailand', as it is picking up that the SIM is abroad.

If you were in Thailand on the 4th January when the transfer was due to take place, it would limit the usage, as the SIM does need to be in the UK for it to fully activate all pay as you go services, so you may find that you are unable to call or text out. There is no way to get around this until the SIM is connected to the network in the UK.

Do you still have access to login to the EE app or online account on the website? If you can, and it shows the pay monthly contract details, you can check and pay off any fees from there.

In terms of topping up the pay as you go, you can use the Fast Payment top-up, that was mentioned above, but this would just top-up the SIM now, not go towards the contract charge.

Michael

[XRaySpeX]

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.

The Welcome msg you received on entering Thailand would've been while it was still on contract & so still active abroad.

There weren't 3 Welcome msg referred to in previous posts. It was just the misspelling of "thee" for "the".