Network connection on my phone not working :(!

[Ma177]

Is anyone else having problems with the network connection on their phone? Mine’s not been working for the last few hours and I’m really stressed - the live chat doesn’t work either (or was it removed altogether?) so I can’t call customer service 😢

[Ma177]

Is the network (on your phone) working ok? Mine hasn’t for hours and I’ve been really stressed 😞

[Amz2394]

Yes my streaming is not working, not sure what's going on 

[Blad75]

Yeah I'm on PAYG and it should have renewed at midnight, made sure I had credit etc but it's not took it and my phone won't access the network 

Luckily have wi fi at home and work but that's no good to txt or call etc with my freebies or listen to music etc on walk

The site is saying they are upgrading tonight so hopefully it's related to that and will all be ok soon enough

[Leanne_T]

Morning @Ma177 @Amz2394 @Blad75 

Thank you all for coming to the community. 

Could you possibly try restarting your phone to see if this helps with the connection? 

If you continue to experience problems, do you have signal showing? Can you text BALANCE to 150 and let me know the full reply?

Speak soon. 

Leanne. 

[Ma177]

Hi Leanne, I restarted my phone multiple times  and it’s not working, I still don’t have network 😞 When I send BALANCE to 150 it says ‘message not delivered’ because as I don’t have  network connection.

I’m extremely stressed as I need to make an important call today - also! My bill shows as unpaid even though I paid it yesterday (I have a screenshot and a confirmation email to prove it).

I couldn’t contact support about any of this because well, my phone is not working and it seems like the online chat no longer exists. Could someone get in touch with me please and what’s the best to do it?  I’ve been under a lot of stress because of this since yesterday evening. 

[Leanne_T]

Hi @Ma177 

I am very sorry you are experiencing these problems. we have no account access on the community to contact you to check the account. 

Do you have signal showing? What happens if you try and make a call? 

If you have a pay monthly mobile account and have the EE app within the Help section there is an option to 'message us' when a guide is available. 

Leanne. 

[Ma177]

Thank you - unfortunately your chat asks me to call you for tech support (?!😔) but I’m hopi mg to get through to someone in billing in case yesterday’s technical issues affected my payment. The network shows 4-5 bars but there’s no 3G/5g next to it.

is there any chance you could ask your colleagues to call me, I can give you my phone number on here then delete once you confirm you saw it? I just really want this sorted :(((

[Leanne_T]

Hi there @Ma177 

I am sorry we are unable to contact you from the community, please don't post any personal details.

Did the messaging guide check the payment had cleared for you and this was not the problem? 

If they have asked you to call, you would need to contact us from any other phone or you can use Skype and call 0800 956 6000.

Leanne. 

[Ma177]

I think it’s a technical issue on your end - my account was suspended due to late payment (I forgot to set up DD so it didn’t come out automatically ), but I paid the overdue amount yesterday and my services should have been restored (I received a confirmation. Email thanking me for the payment and I took a screenshot of the scream when the payment confirmation showed), however when I log into my account my bill looks as if it wasn’t paid 😞