Highlighted
by suga1988 Investigator
Investigator

I can’t top up my payg on my EE. It keeps finding my old contract.

I switched from contract to payg in August as I live abroad so didn’t need a uk contract but wanted to keep the sim and number. I was told I need to top up every 3 months to keep the payg sim active but the my EE app keeps saying my number is all paid up, it’s liek it hasn’t been changed to a payg sim. I need to live chat or email EE to help but I can’t find any details to do this

1 SOLUTION

Accepted Solutions
by Grand Master
Grand Master
Solution

Re: I can’t top up my payg on my EE. It keeps finding my old contract.

You need to phone EE to delete your old contract a/c. Then you can create a new 1 for your PAYG.

 

EE provide no email contact & Live Chat is not available for PAYG.

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Star" button below.
To phone EE: The local rate landline number 0207 362 0200 or Freephone 0800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC
10 REPLIES 10
by Grand Master
Grand Master
Solution

Re: I can’t top up my payg on my EE. It keeps finding my old contract.

You need to phone EE to delete your old contract a/c. Then you can create a new 1 for your PAYG.

 

EE provide no email contact & Live Chat is not available for PAYG.

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Star" button below.
To phone EE: The local rate landline number 0207 362 0200 or Freephone 0800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC
by
EE Community Support Team

Re: I can’t top up my payg on my EE. It keeps finding my old contract.

Good Morning @suga1988.

 

Welcome to the community.

 

Where do you live now? Smiley Happy

 

As @XRaySpeX has mentioned, our customer service team will be best placed to assist you and correct your account.

 

Come back and let s know how you get on.

 

Jon

by suga1988 Investigator
Investigator

Re: I can’t top up my payg on my EE. It keeps finding my old contract.

I live in Dubai so calling the UK is very expensive, I’ve managed to speak to someone at EE via Facebook and I am waiting for a phonecall to my UK number. So fingers crossed it’s sorted today

by
EE Community Support Team

Re: I can’t top up my payg on my EE. It keeps finding my old contract.

That's great @suga1988!

 

Keep us updated with your progress Smiley Happy

 

Jon

by suga1988 Investigator
Investigator

Re: I can’t top up my payg on my EE. It keeps finding my old contract.

Hi Jon, I received a text from a lady from EE called Danielle advising me that you would be calling me from a mobile number and she provided that mobile number. A minute later a received a text which said that I had missed the call. I went back on Facebook and explained the issue and got a message from Danielle saying that it had gone straight to voicemail. Is there any reason why my phone wouldn’t even ring? I have data roaming turned on and full signal.

@Jon_K 

by
EE Community Support Team

Re: I can’t top up my payg on my EE. It keeps finding my old contract.

Hi @suga1988.

 

Have you asked if she can call you again?

 

As long as you've got a signal there's no reason why you wouldn't get a call.

 

Jon

by suga1988 Investigator
Investigator

Re: I can’t top up my payg on my EE. It keeps finding my old contract.

@Jon_K

ive just had a 2nd missed call message but again the phone did not ring. Am I able to phone that number back. 07973100194. Will it take me to a person?  I have no credit hence my original post trying to top up. 

by
EE Community Support Team

Re: I can’t top up my payg on my EE. It keeps finding my old contract.

Hi @suga1988.

 

You won't be able to call that number back I'm afraid.

 

I'd advise responding to them again on Facebook to organise another call.

 

Jon

by Grand Master
Grand Master

Re: I can’t top up my payg on my EE. It keeps finding my old contract.

Try calling the Freephone no. in my sig. over Skype.

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Star" button below.
To phone EE: The local rate landline number 0207 362 0200 or Freephone 0800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC
by suga1988 Investigator
Investigator

Re: I can’t top up my payg on my EE. It keeps finding my old contract.

@XRaySpeX

 

i wish I could. Skype is banned in the UAE, it’s illegal. You can’t even access it, maybe on a VPN but without paying for a VPN I can’t even try. All the free ones I’ve tried as video calling is also banned here. 

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