Has my account been suspended?

[PaulMayne]

Hi,

My wife and I both have EE sim only numbers and have had them for a couple of years without issue.

We also have mobile broadband with EE.

We have been in Cyprus for 4 weeks (just as we have done before) and both of our mobile phones are now not able to make calls. We've also been told the movile router in the UK has stopped working.

I cannot phone 150 as all calls just fail, and I cannot see an online chat option.

What is making this worse, is when I sign into my account online and via the app, it now doesn't show any of my contracts. It's as if everything has been deleted.

Payments have been going out as normal without problem.

Any ideas?

[XRaySpeX]

Are they on contract or PAYG? PAYG SIMs are deactivated after 6 months of non-changeable use. When did you last make a chargeable activity? 

[PaulMayne]

These are on contract. They are our main mobile phones so are used all the time.

[XRaySpeX]

& you are paying your monthly fee regularly and on time for all of them? 

[PaulMayne]

Yes, the most recent payment left our account on the 17th Feb.

[XRaySpeX]

OK. Now let's think about roaming. Have either of your phones worked at all while you were there?

Often just rebooting the phone is the simple remedy. Also try selecting a network manually rather than auto.

Did you receive a Welcome text upon arrival?

As you are on contract, did you activate roaming on your EE a/c before leaving UK by texting ROAMING to 150? Having a roaming billing add-on doesn't of itself activate roaming on your a/c. Having roaming activated on your EE a/c, not just on your device, is crucial to using your contract SIM abroad.

Otherwise you need to call CS to get your roaming activated. Try calling CS on the Freephone no. in my sig. using a web-calling app over WiFi.

[PaulMayne]

Thank you. Yes, the phones have been working up until a few days ago. We both activated roaming in the UK via SMS before we left, just as we always do and I received a welcome message when we landed. I have actually received that same welcome message 2 other times since we arrived.

I will try to call that 0800 number via WiFi and see how I get on.

[XRaySpeX]

It's funny that none of your nos. show up in your EE a/c. It's as if their contracts have been cancelled.

[Debbie_G · Accepted solution]

Hi @PaulMayne.

Thanks for coming to the community.

As both of your numbers aren’t able to make calls and nothing is showing in your online account, you're doing the right thing by getting in touch with our customer support team over the phone. They'll be able to access your account and run through further checks to help get this sorted.

Let us know how you get on.

Debbie