I am furious with EE and have no way to contact them from Canada

Matthew106 · ‎28-12-2022

I really hope someone can help.

I am absolutely furious with EE. I am in Canada for several months. Before I left the UK EE assured me that once my contract ended, I would get a text allowing me to switch to pay as you go. This hasn't happened. I am in danger of losing a lot of sensitive data / access to bank accounts etc because my phone number is linked to many online accounts, but EE says if I 'don't use my number' the phone number will be revoked. Absolutely furious, as I was already assured that I could keep my number if I use it on pay as you go once every six months. I have no idea how to do that, as I wasn't sent the promised text. Please help. Am unable to phone EE as my contract ended, as I said above. I am not about to pay for a monthly roaming charge just so that I can get in touch with EE in the UK so that they can fix their mistake. Moreover, the chat box which is supposed to pop up on the website during UK opening hours (up to 10.30pm), in order to chat to EE, is not appearing. It is nearly 4pm here on the Canadian East Coast which is 9pm in UK, so why aren't they available. Very annoyed.

Chris_B · ‎28-12-2022

@Matthew106 You can not change from a contract customer to a PAYG customer when outside the UK as your sim has to be connected to the EE network directly for this to happen. So your sim will not work. Your sim has probably changed to a PAYG but because this wasn’t done in the UK you’ll not receive any texts as the sim isn’t registered as a PAYG sim yet as your on a roaming network. Live chat is also only available to contract customers which you’re not anymore. Nothing can get that sim working as a PAYG sim now you’re outside the UK. You need to request a replacement SIM card that can be posted to your UK billing address. This sim will have to be activated in the UK and a call will need to be made. Then who ever does this can then post this sim to you.

To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.

XRaySpeX · ‎28-12-2022

Remembering that a PAYG SIM would've gone into hibernation after 6 months of non-use.

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bristolian · ‎28-12-2022

@Matthew106 wrote:

Before I left the UK EE assured me that once my contract ended, I would get a text allowing me to switch to pay as you go.

I'm fairly sure a request to cancel your contract at the end of minimum term and migrate to PAYG, can only be instigated by a telephoned request not via a text message.

I've never heard of a text message doing what you describe. As mentioned, a PAYM>PAYG conversion can only be done from the UK.

Katie_B · ‎29-12-2022

Good morning @Matthew106.

Welcome to the EE Community.

I can see you have already been provided with some helpful information.

Have you been logged in to your My EE account whilst waiting for the chat to appear?

Does your pay monthly plan still appear when you log in to your account?

Speak soon,

Katie 🙂