Left alone

[RezaIzadi]

Hi

Need help with ee mobile while I’m abroad 

ee taken £384 from my bank account using direct debit after I have made a claim now suddenly stopped my sim while I’m still abroad I have no way to contact ee even by calling 150 it won’t let me 

I tried with my different ee pay as you go number also cannot select number after reaching 150 

as I understand they have stop all my sims while I’m still abroad and left me with no choice to contact ee

i searched for email there is no email too

i have tried online to remove the cap it may help but system won’t let me either?!!

please someone help me what to do

[bristolian]

What makes you think EE have stopped your SIM? Have you been able to use your phone whilst abroad, since arriving?

If you try a manual network search, can you connect to a local network manually?

[RezaIzadi]

Since I became aware of last month bill taken by direct debit amount of £385 I have contacted the ee from abroad making claim for extra charges made to my roaming contract  claim reference ********* 14 March

from 3 days ago my sim stopped working I’m not able even to call 150 or sent text but still have a signal and receiving a text messages 

is there any chance support can call me to fix the issues because it looks like they blocked my sim calling and texting to avoid extra charges

as I mentioned before I wasn’t able to remove or edit £0 cap on my account online too

[MOD EDIT - REMOVED PERSONAL DETAILS FROM THE PUBLIC FORUM]

[Chris_B]

@RezaIzadi  if you’re still receiving text messages then EE hasn’t stopped your SIM as it would stop incoming text messages and you will also have a signal showing on your device.   A blocked sim will not will work and will not allow the device to connect to a network and that’s what the signal is showing. 

[bristolian]

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@RezaIzadi wrote:

from 3 days ago my sim stopped working I’m not able even to call 150 or sent text but still have a signal and receiving a text messages 

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If you have coverage and are receiving text messages, then as already mentioned, your SIM has not been blocked. At best you may have an outbound call restriction applied. Given your symptoms, that's entirely possible.

You've not answered whether your phone has worked abroad since you arrived, that would prove whether the spend cap is restricting anything - self-evidently, roaming is enabled.

There is no account access on this internet forum, but the other complication - if you believe that a restriction has been applied to prevent further charges, then incoming calls whilst roaming are also chargeable.

You may need to contact CS from another working phone. Whilst outbound calls on a suspended phone in the UK should still be redirected to 150, this may not work abroad because of the charging scenario.

[RezaIzadi]

That is exactly my problem , Im still abroad connected to turkcell receiving text messages but no calls, my sim looks like pay as you go sim with £0 top up

and the worst part is I cannot call 150 or any other number operator telling me you don’t have enough credit to make a call while my contract is unlimited roaming call text and internet data

need help from ee to call me back or fix this issue 

[RezaIzadi]

Yes the roaming was active and it was working till 3 days ago before I called 150 and made a complaint against my last bill and also asked to active £0 cap on my account to avoid extra charges since then this problem happened and I’m not able to remove the £0 cap from my account online 

how can I call CS now while I am still abroad 

[bristolian]

Have you tried connecting to a different local network? For elimination purposes if nothing else.

It may just resolve the issue, but if not - will prove the issue is with your EE account and not a local operator problem.

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@RezaIzadi wrote:

how can I call CS now while I am still abroad 

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By doing the same as anyone who travels abroad without enabling roaming does - calling from a different phone. The way of resolving any catch-22 situation is to break the deadlock.

There is live-chat available via the help section of the myEE app, otherwise see if you can find a web-calling app that enables calls to UK 0800 numbers, and call +44 800 9566000

[RezaIzadi]

Yes I tried everything as I understand they put restrictions on my account to investigate the issue with last bill without thinking I’m still abroad and need to have access to data text and call which is very important for me to receive calls while I’m abroad 

I sent messages via X @EE asking to remove restrictions from my account if I don’t receive responses I will escalate this to ombudsman 

I wasn’t able to find live chat at EE app can someone help me where to find that?

[bristolian]

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@RezaIzadi wrote:

I sent messages via X @EE asking to remove restrictions from my account if I don’t receive responses I will escalate this to ombudsman 

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The Ombudsman doesn't work this way. Ombudsman Services is a referral service to accept complaints that have exhausted a provider's internal process, which means one of two things. Either 8weeks have elapsed, and a complaint is unresolved, or a provider has reached deadlock and has confirmed as much in writing.

It's certainly not intended to resolve real-time service issues.