Skip to main content
Forum FAQ's
cancel
Turn on suggestions
Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type.
Showing results for 
Show  only  | Search instead for 
Did you mean: 

PAYG vs Pay monthly SIMs

Go to solution
Wildcat
Skilled Contributor
Skilled Contributor

‎28-05-2022 11:22 AM

I have recently bought a PAYG SIM for an elderly relative for emergency use only (as they are an infrequent user), but I have found that the PAYG SIM does not make/receive calls, whereas a pay monthly SIM in the same phone, in exactly the same location, can make/receive calls. Can anyone tell me why this would be?

0 Helpful
54 REPLIES 54
Go to solution
Wildcat
Skilled Contributor
Skilled Contributor
In response to Leanne_T

‎14-07-2022 05:18 PM

Hi @Leanne_T yes, it does. attached photos show the 2 doro 6820 phones, one with a contract EE SIM in (connected) the other with the EE PAYG SIM (not connected), then I swapped the SIMs over and got the same results in reverse, so clearly there is a difference in the two types of SIMs

20220707_160701.jpg20220707_162353.jpg

0 Helpful
Go to solution
Leanne_T
EE Community Support Team
In response to Wildcat

‎15-07-2022 08:36 AM

Hi @Wildcat 

 

In this case, please give us a call on 150 and the team will run through some troubleshooting with you. 

 

Leanne. 

0 Helpful
Go to solution
Wildcat
Skilled Contributor
Skilled Contributor
In response to Leanne_T

‎21-07-2022 03:21 PM

Hi @Leanne_T , so I called tech support on 16/07/2022 and explained the problem to agent, he agreed this is a strange issue and one he's never heard of before, the contract SIM connects straight away to the EE 4G network, but the payg SIM doesn't, in the same phone and the test phone (as per images above). SO he suggested it could be a faulty SIM, so he sent me a replacement SIM. I have just tried it and it has the same issue. So I am currently in the queue waiting to speak to someone in Tech Support as this now has to get escalated.

0 Helpful
Go to solution
Wildcat
Skilled Contributor
Skilled Contributor
In response to Wildcat

‎21-07-2022 04:55 PM

Hi @Leanne_T , finally got a resolution, but it meant migrating the PAYG SIM to a contract SIM and the Doro 6820 sprang into life!  So, despite everyone in support saying there is no difference between a PAYG SIM and a contract SIM, there clearly is as I have managed to demonstrate it.  Thankfully EE have agreed to honour the amount I was paying on the PAYG plan for the 12 month contract as we had exhausted every other option. So it seems the only solution is to change from a PAYG SIM to a contract SIM if you want the full service. This has got a lot of people baffled, so I hope someone higher up in senior management take note of this and resolve whatever it is that clearly prohibits PAYG customers from using the full EE service.

0 Helpful
Go to solution
Leanne_T
EE Community Support Team
In response to Wildcat

‎21-07-2022 05:23 PM

Hi @Wildcat

 

Thanks for coming back to me. 

 

I appreciate you taking the team to keep us updated with the outcome and solution. 

 

Thanks 🙂

 

Leanne. 

0 Helpful