Can't get texts

[darlene]

Hi.  I am in the US and I am unable to get a network connection.  It's the same problem that happened last year about this time.  I have topped up and sent texts in the last two months, but I'm no longer able to connect to a network in the US.  It usually finds T-Mobile but it can't anymore.  This phone is an EE phone but a carry over from when it used to be T-Mobile. You fixed the problem but it is not working again.  Please help!!

[darlene]

Hi.  Just to let you all know that my EE phone is still not working.  I have been without the ability to make or receive phone calls or texts for about 6 weeks now.  Second level text support has not fixed it yet.  I spent $28 on a 50+ minute landline phone call on 23 March 2024.  Does anyone know of a free international phone number to reach EE tech support from the US?   Thanks for any help.  

[bristolian]

As per my post on 22nd March, previously in this thread...

Users in a similar situation can often contact CS by using +44 800 0798586 from a web-calling app such as Skype

[bristolian]

Users in a similar situation can often contact CS by using +44 800 0798586 from a web-calling app such as Skype

[darlene]

Thanks again. 

[darlene]

Thanks again.  As it turns out, I didn't need to make a web app phone call, as of this morning the phone suddenly started to work again.  Tech support must have read my note yesterday and fixed it finally!  I appreciate everyone's help. 

[darlene]

Hi again.  Yesterday I received the following text:  Hi, as you haven't made a chargeable call/text or used data for six months, you will now lose any remaining credit (as per our terms and conditions). Your number will also be disconnected in the next three months and we'll text you beforehand to let you know. Please call us on 150 if you would like to discuss this. 

This text comes after all the back and forth to get EE to fix the problem that made me unable to use my phone!!  If you'll recall, I was unable to register on any US network for months!  I called tech and after reaching second level support, they said I'm not the only one and it's a known issue.  They finally fixed it, I topped up again on 22 March 2024, and have sent texts from the EE phone to US phones and UK phones. I've also received many texts from both countries. 

Why would I get a text yesterday telling me they are taking my number away and confiscating my credit? I won't be back in the UK until September.  Does anyone know what's going on?

[XRaySpeX]

Sounds like your PAYG SIM has gone into hibernation.

When did you previously make a chargeable action? EE PAYG SIMs are deactivated after 6 months of non-chargeable use. You then have a further 3 months period of grace to call EE to reactivate it before it is lost completely.

You needed to make a chargeable action like making a chargeable call or text, topping up or buying a Pack or Add-on, not just using your mins, texts or data from your pack.

[darlene]

Hi.  Thanks.  I sent a text yesterday, 21 May 2024, on 7 May 2024, 29 April 2024, 18 April 2024.  I also topped up on 22 March 2024.  I don't know what else to do.  I'll probably have to call them.  Last time my call from US on a landline cost me $20+ as it took 50 minutes to get an answer as to why I couldn't get a US provider when roaming.  They said it was their problem and they would fix it.  Remember, as my other notes say, I was in the US without EE service for several months until I get them to fix it. I might have to switch to another provider when I get back to the UK.  Thanks for your help.

[darlene]

OK. So I think I've got this resolved.  I called the tech team and this is what they said.  When in the US, it's not just about making a chargeable text or phone call.  It's not just about topping up.  It's also about hitting a UK cell tower within a sixth month period.  Someone texting you from the UK doesn't register your number on a UK cell tower.  The EE user has to call or send a text to a person with a UK phone number. That registers your EE phone on a UK cell tower. As for now, that's the answer according to the EE support team. Let's see how that works out going forward.  Thanks to all who have helped out with this ongoing saga!

[bristolian]

---

@darlene wrote:

The EE user has to call or send a text to a person with a UK phone number. That registers your EE phone on a UK cell tower. As for now, that's the answer according to the EE support team.

---

There is some confusion here. The only way you will register on a UK radio site is by being connected to that radio site - impossible to do from a foreign country thousands of miles away. You're using US networks whilst in the US.

It sounds like the agent is trying to explain "chargeable usage" within the hibernation policy, and confusing it with roaming abroad.

It's a very amusing attempt at explaining though!! Not sure I'd have kept a straight face being told that.