Contacting EE Help Service from Abroad (Malaysia)

[JMorris07]

I am currently travelling for a year outside of the UK. Before I left, I paid off my contract and switched to a pay as you go contract, so that I could retain my UK number. I cannot see that this has been actioned in the ee app and want to speak to somebody to discuss the situation. However, I don’t want to incur the international call charges for this privilege - is there another way to contact the customer service team, via email, or chat? 
Thanks!

[bristolian · Accepted solution]

EE have no email address for CS, online chat is only available for pay-monthly customers - they are a UK company and thus contact methods are UK-based. CS are on +44 800 9566000 or +44 7953 966150 depending how you are calling.

When you migrate from pay-monthly to PAYG, there are two important things to be aware of..

1: You need to give 30days notice of the migration, which is only effective once those 30days have been served. On day 31, you will have a new PAYG SIM which needs activation in the UK before it is enabled for use abroad.

2: PAYG lines are subject to the hibernation policy which requires chargeable usage in the UK at least once every 179days to avoid suspension, with a further 3months grace before outright disconnection.

If you have failed to complete "1" above, this will prevent use abroad and mean the only way to avoid "2" is to use the SIM in the UK.

[XRaySpeX]

Try calling CS on the Freephone no. in my sig. using a web-calling app over WiFi.