Contacting EE whilst abroad

Peter1andrews · ‎21-09-2025

Is there a live chat function to speak to EE, rather than having to call on 150?

I’ve recently changed to a pay as go go contract because I am travelling for a year. I’ve read that live chat function isn’t an option for PAYG customers - is that right? Seems pretty ridiculous.

I’ve been pretty frustrated with EE over the past few months, since I moved house and lots of issues with them or BT failing to change over my broadband correctly, mess ups with my phone contracts, and having to call and speak to EE SO MANY times over the last few months, constantly checking things and re-explaining things. EE don’t send out confirmations by email of any changes made, but the app seems quite poor and confusing to navigate these days…and you trust that’s everything’s in place and then you end up needing to call because it’s not.

I now need to query a bill that I have paid, but I don’t believe it should have been taken out of my account, and I’m also not sure what it’s for.

Being in Indonesia means I can’t phone for free, so I would like to discuss by live chat instead?

Bit of a moan, but I even called EE less than 2 weeks ago to double check all was in place with my change to PAYG sim and also cancellation of the 5G hub contract I had in place of broadband before leaving, so it’s just getting a little frustrating now

Chris_B · ‎21-09-2025

@Peter1andrews if your billing period is in your 30 day notice period of termination then you will still be billed. You will then receive a refund for any overpayment up to the termination date. Live chat is only available for contract customers

To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.

Peter1andrews · ‎21-09-2025

Hi Chris,

Thank you for the reply. However I did cancel in excess of 30 days of termination, as I was advised to do. I called up to cancel in early/mid Aug.

Can this be looked into? It feels like maybe I’ve been billed again, which leads me to believe it either wasn’t cancelled when I requested it or maybe still isn’t cancelled and I’ll be continued to be billed?? This would only further reiterate my point that things have been a shambles on my account over the past few months, with things not being properly actioned and I’ve wasted a lot of time trying to resolve things.

Thanks

Pete

Chris_B · ‎21-09-2025

@Peter1andrews You can’t give notice before 30 days. Sounds like it hasn’t been terminated.

The only way this can be looked in to is by your calling customer support, this public forum has no to your EE account.

To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.

Peter1andrews · ‎21-09-2025

Thank you, although I remember the EE guide telling me I’d pay a charge to terminate early. It terminated on the 11th Sep and transferred my same SIM card and number to a PAYG contract. I was in The UK & Europe before this and all is sorted with the PAYG contract. Therefore as I paid extra to terminate the contract about 10 days early (presumably because I called up before 30 days, which wasn’t actually explained to me), then I don’t think the mobile contract/sim is the issue here.

I think I’ve been billed again for the 5G hub that I cancelled, but there doesn’t seem to be any way to check this on the app as it’s obviously cancelled as no longer showing as a product under my account?

I’m keen to avoid the calling costs from Indonesia. Surely I can just speak with an EE guide by live chat or another means where I can use wifi/data?

Schockwave · ‎21-09-2025

@Peter1andrews , you can write to them by post , which will eventually take longer to get a reply and get it sorted, but that would be cheaper than a phone call:

https://ee.co.uk/help/contact-ee/account-billing/mobile-phone

By scrolling down, click on write to us and you will find the details there.

To contact EE customer service dial 150 from your mobile phone or ring customer service for free using web based app or another phone: +44 800 079 8586 or +44 800 956 6000.

Peter1andrews · ‎21-09-2025

I’m not going to send something in the post to EE from Indonesia, but I presume you’re being facetious. Just find it baffling that as the UKs leading network provider, they can’t even offer any online support. And if online support is only offered to monthly contract customers, not me as now a PAYG customer, even more ridiculous. I’ve been with EE since they started, and always had good things to say about their service, but the last few months have been extremely poor.

It seems I’ve got no other option than to call

bristolian · ‎21-09-2025

@Peter1andrews wrote:
And if online support is only offered to monthly contract customers, not me as now a PAYG customer, even more ridiculous.
It seems I’ve got no other option than to call

Some specialist functions within CS have email contact, but it can be inefficient for general queries. You only need look at some threads on this forum for evidence of the back-and-forth that would likely be evident on an email channel too.

Ultimately EE is a UK provider, and many would argue that pay-monthly customers should get some perks over PAYG.

Schockwave · ‎22-09-2025

@Peter1andrews , I am not being facetious, just making a suggestion, which you can take or leave, no need for that comment,

To contact EE customer service dial 150 from your mobile phone or ring customer service for free using web based app or another phone: +44 800 079 8586 or +44 800 956 6000.