cannot use my EE mobile abroad in Thailand

[brian1041]

Hi, can anybody help me, please? I have been using my EE UK mobile number abroad in Thailand for many years. All of a sudden in the last week I cannot use my EE mobile, especially for Internet banking. Is there anybody else out there having the same problems? I did see EE has upgraded or changed its website, I'm not sure if it has anything to do with this. Should I check the roaming? Thanks... 

[Leanne_T · Accepted solution]

Hi @brian1041 

Thanks for coming here. 

Are you using a pay as you go or pay monthly SIM? 

When was the last time you were in the UK? 

Leanne.

[bristolian]

Roaming is not disabled unless you have specifically requested it. The only exception would be a PAYG account that has gone into hibernation.

Confirmation of whether you are a PAYG user, when your phone was last used in the UK, and - if on PAYG - when you last made a chargeable action, would all help confirm this theory.

[brian1041]

Hi Leanne,

Yes, I'm using pay as you go. I was also in UK Agust 2023 this and no problem. I also had no problem when I returned to Thailand on September 2023 up until 20th October 2023 then there was no service.

[Christopher_G]

It sounds like your phone is activated for roaming abroad, @XRaySpeX. Have you tried manually connecting to a network?

Chris

[bristolian]

Also asked but not responded to, when was the last time you made a chargeable call or text from your phone, or topped up your credit? That would cover off the possibility of hibernation.

https://community.ee.co.uk/t5/Pay-as-you-go/What-is-pay-as-you-go-and-flex-hibernation-and-how-do-I-... 

[brian1041]

I have been using my EE sim regularly. I have also done everything you mention. I will call them directly I have their number now. Thanks for the help, appreciated.

[bristolian]

Using your SIM is not the same as making a chargeable action, as explained by the link I posted.