Renewed my phone plan now not connected to network

[TaBelinda]

I just renewed my phone plan, and I now have no phone. It says I'm not connected to the network. Your representative did something wrong as my phone just went off during the call and no longer works. I'm disabled and the phone is my safety lifeline.

[bristolian]

Can you explain what you mean by "renewed"? EE's mobile plans never expire unless the account holder explicitly gives & serves 30days notice to disconnect. Many people get confused with the end of their plan's minimum-term, but nothing happens here unless you specifically request it - your service on a pay-monthly plan will always continue unless you stop paying your bills.

Are you saying that your phone lost coverage while you were speaking to a CS agent? And, presumably, the call dropped? Have you restarted your phone since?

You may need to contact EE-CS from another phone on 07953 966150, they have access to your account and if any changes have been made, they can view them.

[Peter_W]

Good afternoon, @TaBelinda.

Welcome to the EE Community, and thanks for reaching out to us about this.

I'd love to look into what options we have available to help here; have you tried any of the steps @bristolian mentioned above?

Do you know if they discussed replacement SIMs when speaking to you on the phone, too?

Peter