27-01-2019 06:54 PM
I am unable to get access to a network whilst here in Spain on a second phone I purchased whilst in the UK last September. I had the same problem after only a few months here in spain in November and contacted your CS to be told to set the phone to "Network" "manual" to access one of the shown networks available and I was able to access my Orange network on PAYG T Mobile at that time. This time after another couple of monthsI have tried a few times over the last couple of weeks and it keeps showing "Register failed", yet I know there is credit on it but I am unable to lock onto a network.
What can I do ?
27-01-2019 07:13 PM - edited 27-01-2019 07:18 PM
Welcome to the EE Community,
Your account would enter hibernation once your account havent been used for a chargeable action after 6 months at that point you have another 3 months to reactivate your account after that your account will be terminated.
The only way the stop it would be top up the account or make a chargeable action.
27-01-2019 07:58 PM
The last time I used my phone was 16/8/2018 to send a text message that I know was definitely sent but in November I switched it on and couldn't connect to a network and spoke to EE CS and she talked me through switching to "manually" select the network and I managed to do it. She told me to send occasional text messages to stop it going into hybernation which I did and I sent 6 messages and thought they had gone but it appears they were all stuck in my outbox so never went. So are you saying my phone is in hibernation or it has been disconnected? I last credited the account in September last year and as I say your CS checked and said it was still connected in November. Now it is just displaying "Register failed" when I try to connect to a network.
27-01-2019 08:00 PM
Forgot to add, I can't make a chargeable action because I cannot connect to a network !
27-01-2019 08:02 PM - edited 27-01-2019 08:10 PM
@Dunroamin I would ring them from a landline if you can access one.
27-01-2019 08:10 PM
The last time I used my phone was 16/8/2018 to send a text message that I know was definitely sent
As long as that was a chargeable text it shouldn't have gone into hibernation yet but is due to next month.
27-01-2019 08:17 PM
I will do so when I get a chance, thanks. To be honest this is the 3rd time (2 with this one) and one with my other phone where I have had trouble trying to use it when visiting here in Spain and I am now considering dumping ALL mobiles and go back to a landline! That is how much stress these services are putting me under. I now have seen whilst trying to access my online mobile phone account that that also is being discontinued and the only way I can get access to top ups is either through a store or entering my credit card details in a text message which is completely unacceptable to me. I don't see why I should compromise my security of my bank details because EE has decided we are crap customers and they can't even be bothered to offer us online services. I am 69 yrs of age and have come to the conclusion that new technology is over rated ! My life was much less stressed and convenient when I used a landline and so I will be going back to it or using Whatsapp as I only ever use texting services anyway!
27-01-2019 08:22 PM
Do whatever you think is best for you! 😊
Especially where "stress" is a major factor!
Good luck 😊
27-01-2019 08:24 PM
the last time this happened to my phone, I was on the phone to CS for 20 minutes trying to sort it out. I hate this "if you don't use your phone within such and such time" it goes into hibernation and then after another 3 months it is terminated ! They are alright so long as the money keeps flowing in but if you are like me and only use your phone occasionally they are not interesting in providing a service, even though i have £12 betwen the two phones sitting in their account ! I hate bad service, and that is all this is, bad service.
27-01-2019 08:55 PM
They probably are but it is only because people buy their services and put up with the awful service they offer that they get away with it, especially to older people. I feel really sorry for low income pensioners who can't afford their overpriced CS and can't afford to lose £5 or more every time they forget to use their phone !! Talk about a caring society
27-01-2019 08:59 PM - edited 27-01-2019 09:00 PM
All the main mobile network providers will assume a PAYG phone is no longer in use after six months of no activity. There was even an article in Which? this month about it.
You're so right about landlines. So much can go wrong with mobiles whilst v. little goes wrong with landlines. Only downside is you can't take your landline a'roaming with you .
27-01-2019 09:00 PM
Now there's a business opportunity for some enterprising young company just getting started in the mobile phone industry! Invent a mobile phone service just for pensioners that is tech friendly and offers a decent service, just like Saga for example which is excellent !
27-01-2019 09:03 PM
I agree that is the downside though my kids know that they can't contact me by mobile when I am going to go out of the house because I tell them ! I hate when people ring you on the move or expect you to break the law in the car to answer them and it is so, so bad manners when they ring you in restaurants, shops or on a bus !! All in all I think they are monstrous devices and I wish they had neveer been invented. Life was so much better, socially, manners wise and convenience wise before they were invented.
27-01-2019 09:05 PM
@Dunroamin they should introduce a way so that if the phone belongs to someone who is vulnerable or elderly their account is flagged to stop the service going into hibernation.