Contract cancelled without notification

[MsJHH]

Hello - yesterday I had a clear out of files my laptop deleting cookies in the process. When I tried to log-in to my Amazon and currency exchange accounts I discovered that my number was no longer active (I last used it two weeks ago but mainly use it to receive codes and messages from my son - I live in France but my French phone number is a recycled one and I don't want to use it as in the past it's been linked to a stranger's email address). After a day of trying to access my accounts I thought the easiest option would be to buy some credit which I've just done - but to no avail. I am effectively without a means of contact which could be an emergency (I am 72 and live alone in the countryside).  How do i reactivate my number, please?

[MsJHH]

I wasn't told this when I took out the contract (and I'd had it since 2019) and I don't know of anyone who spends 'a total of two months or more within the UK' within four or who mainly uses their allowances in the UK. Most people that I know of try to avoid the place only going back to visit family or for work (e.g. teachers or nurses offered a month's supply work). EE is in fact one of the few recommended telecommunications companies to use if you're a British immigrant resident in Europe. I now need to know how to get a refund and to close my account - very disappointed having been with EE and previously Orange for nearly fifteen years, not to mention annoying as I intend to return next year. 

[XRaySpeX]

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@MsJHH wrote:

EE is in fact one of the few recommended telecommunications companies to use if you're a British immigrant resident in Europe. 

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Then they're all labouring under an illusion! It's in their contracts that they agreed.

[Schockwave]

@MsJHH , if you change it back to a pay as you go, then you will not lose your number, so long as you make a chargeable call or text before it is due to go into hibernation; you have six months before the number is lost, if you do not use it, this is what many do, if they want to keep their number and are abroad for long periods of time.

[MsJHH]

Thank you Shockwave - that's certainly a solution except that a PAYG account has to be activated in the UK and I won't be returning until late spring/summer. 

[BrendonH]

It's a UK network. It's not a network to use solely abroad. You agreed to these terms when getting. The sales people will assume you are using this in the UK. They also don't need to list everything in the T&C's it's your job to read them before signing up.

What refund are you after? You can close the account by calling EE and giving your 30 days notice. Don't see a refund happening though.

[MsJHH]

The sales people (EE shop) were told that I would be using the phone abroad and there hasn't been a problem at all until this past week. 

[BrendonH]

So you told them you love in France and it'll be mainly used in France.

Still doesn't matter it's down to you to tread the small print before signing up.

[Schockwave]

@MsJHH , you told the sales people that you were going to use the phone abroad, which is not a problem, but did you tell them that you were living in France? If you had then you would more than likely have had a different response, as on contract, it is expected for you to reside in the UK and mainly use it here in the UK, as has already been mentioned.

Pay as you go is different.

If you have someone in the UK, who can activate your SIM card here in the UK for you and use it, then send it to you, that would work too, once you have changed to pay as you go, but pay as you go must first be used and activated here in the UK, even when changing from contract to pay as you go.