Impossible to speak to EE

[Marty00]

I was in Bali, so EE doesnt work, my sim card was swapped for a local one, I pay my bill via the website however the two step verifaction would NOT let me in as I cannto recive the text in Bali, SO STUPID EE is so backwards.

You suspended my account, just got back, paid the outstanding but still suspended, i cannot call you as my phone is blocked, your support is stupid, how can i sort this if i cannot call you, at least leave the number to you to be able to call its common sense but i think EE lost this years ago

[Chris_B]

@Marty00  so you didn’t enable roaming on your EE account in order for you to connect to your roaming network and you think EE is responsible. You not paying your bill because your sim didn’t work so you couldn’t access your account and you think EE is responsible because you didn’t enable roaming on your EE account which is done by texting roaming to 150 before you leave the UK.    Once an over due bill is paid it takes up to 24 hours to get a working signal again.     

If you wish to call customer support you can call 0800 9566000 from any working phone 

you can always pay your bills via FAST PAY you just need WiFi connection for this. 

[Marty00]

I have ROAMING enabled but it Doesnt work in BALI thank you, Yes EE are to blame as i could not pay the bill online as the TWO step verification doesnt work if the phone doesnt work in a certain country how do you get the SMS?? I have paid the bill but my phone is still suspended and you cannot call EE on it! My point is as a phone provider surely at least allow peopel to call you to sort the problems out! its there own contract

[_MrR_]

@Marty00 ,

Just to separate the noise from the issue here, you were in Bali (you’re not now). You swapped out your sim for a local one and as a result, was unable to receive the verification texts. 

But you’re back now. Your account was suspended for non-payment. You’ve paid the outstanding amount so there’s no longer anything outstanding. 

So your question is: how long till your service will be restored? As one assumes, as soon as you pay the bill, any barring are automatically removed. 

Hopefully by the time you read this, your service has already been restored. Assume its an automated barring process.

[Marty00]

Thank your Mr R, yes thats right, but as its my only phone i have no way of calling them, so my point to post was why!!!!! Why does a coms company not allow people with a suspended number at least call thier accounts/cccare is so stupid, now waiting on a system, thier website is utter awful, I have a receipt to show paid but in the admin still shows outstanding, in this day and age with instant payment notifactions the website seems to be the issue! So i take it i have to wait now until someone manually updates it as seems automaitcally its not doing it! 

So as you can imagine frustrated! 

[_MrR_]

I absolutely understand the frustration. You’d expect the payment you made to be the trigger to barring being removed automatically. 

Assume when the line is barred, it wont even let you call 150 or the 0800 number pasted above? If so, that’s absolutely nuts as you think they’d allow you make calls to them as some people in a similar situation might want to make their payment over the phone(!)

[Marty00]

Yes, thats my point! So silly! Cannto call any EE number or any other number from the phone! 😕 Common sense tells anyone let yout customer at least call your company so they can sort it! 

Not any live chat available on website anymore (They used to) and no call back option, i just see things got worst, I been a EE customer for 18 years! But this is crazy support or rather NO support

[Northerner]

Hi @Marty00 

When did you pay? 

@_MrR_ its not that simple and no service with anyone  is instantly reinstated once paid a debt, not just becase there are processes in place there are also other considerations. 

If the payment was made late in the day, weekend, bank holidays then that all impacts timelines. 

https://ee.co.uk/help/profile/manage/reactivate-my-EE-service

I suggest you set up a direct debit and this will not be an issue. 

Thanks