11-02-2019 11:29 AM - edited 11-02-2019 11:33 AM
Last month I requested to switch from my monthly plan to the flex one.
What I've been told was that my account would have been automatically transferred to the flex plan on the 9th February which is usually when my balace get renewed.
On the 9th (and today still) the only thing I can see on my app and account online is that my account have been close there is a bill of 14.98£ to be paid (I've had asked to opt in the 15£ flex plan) and apparently I have no balance available.
However as I'm abroad now I can still use my data and text however I cannot make any phone call.
Can someone have a look at this please?
Solved! See the answer below or view the solution in context.
11-02-2019 01:51 PM
@FrancyP You’ll probably find it’s because your not connected to the EE network that your plan hasn’t changed over to the flex tariff.
Have you tried restarting the device to see if this might help.
11-02-2019 02:29 PM
Where are you abroad? Your Flex plan is not usable outside EU.
Did you activate roaming on your EE a/c before you left UK?
Try logging into your My EE account online & go to Menu / Manage Device / Roaming Abroad and also Call Abroad and Premium rate. They will show as ticked if roaming and calling abroad is activated. If they are not ticked, can you activate these settings?
11-02-2019 02:31 PM
11-02-2019 04:09 PM
Thanks for the reply.
I'm in Italy so should work 🙂
Yes roaming has always been active, I checked for the settings but I don't seems to have the "Manage Device" option 😕
11-02-2019 04:11 PM
Thanks for your reply.
I tried before but is says my balance as of today is £0.00 so not sure why 😞
11-02-2019 06:34 PM - edited 11-02-2019 06:35 PM
Thanks for your message.
The number is dialled correctly and rings once but then the call ends automatically no matter which number I'm calling (UK or non UK number).
Could be related to the fact that it shows my balance to 0 so I won't be technically able to "pay" for the call?
11-02-2019 06:59 PM
yes it says it's £0.00
but guess the flex plan should be active tho. Was meant to be activated on the 9th 🤔
11-02-2019 07:07 PM
11-02-2019 08:41 PM
thanks again for your feedback.
I've tried calling the 150 or the number from abroad but it just gives me the option to top up or use a voucher so other options from the recorder message.
Guess will have to wait till i'm back in the UK or there is another way I can call the customer care?
11-02-2019 09:16 PM
Try calling Customer Services on the nos in my sig or +44 800 956 6000 (option 2, option 4) .
12-02-2019 08:59 AM
thanks for the reply.
I've tried that number as well but the recorded message just gives me only the 2 options to top up or use a voucher.
In the meantime my data completely stopped working and it starts becoming quite frustrating.
Would you be able to help somehow?
15-02-2019 10:38 AM
I got a call from the customer care and got all sorted however I got charged twice for the flex plan I asked to activate (15£ one).
Can I get a refund for it?
Plus the app still doesnt reflect the changes.
03-03-2019 12:09 PM
I managed to contact the live chat got a new account open and refund of the double charge.
Well technically still pending for 1 refund but presume will be used as credit for this month.
Thanks everyone for the help.
Have a good day!
by FrancyP 12:29 11.02.19