Gone travelling and switched to PAYG

[Ellmou]

Hello,

I called a month ago to switch my monthly contract to PAYG as I am going travelling. They said no problem but a text needs to be sent on a UK network every 3 months to keep the line open - I agreed and said my mum could do this from the UK. 

Now my monthly contract is ended and they haven’t set up a PAYG sim for me and I am in Australia unable to call 150 or live chat as they’ve “closed the account”. I have no idea what to do here as I can’t get hold of them and calling EE on my aus number will charge me extortionate rates for overseas calls. What do I do please help. 

[Katie_B]

Hello @Ellmou. 

Thanks for coming here. 

Hope you're having a lovely time in Australia. 

Has your Mum tried to top-up your SIM and make a call?

As you are getting the closed account error this indicates your SIM has been moved from Pay Monthly. 

Speak soon,

Katie 🙂

[XRaySpeX]

@Ellmou : How can your Mum send a text from UK on your phone/SIM when you & your phone are abroad? Doesn't make sense!

When was your SIM moved to PAYG? It takes 30 days notice to cancel a contract & before it is moved to PAYG. Had that change taken place while abroad you can't now use it at all while abroad. To be used abroad EE PAYG SIMs need 1st activating on EE's home UK network. If it wasn't you can't now use it until you return to UK.

You need to call CS to delete your old contract MyEE a/c & then you can set up your new PAYG MyEE a/c afresh, using the same mobile no. & email addy if desired. You can't mix them under MyEE.

[Ellmou]

Hello,

yes I have the full notice and was informed it would switch on the 16th when I landed in aus as that is when my billing month ends. I was told this wouldn’t be a problem and they can send my mum the new sim to activate in the uk. They don’t need my phone to do this. 

as already explained I can’t call them from here as they’ve cut my line off! 

[Ellmou]

Hi Katie,

thanks for your reply 🙂

they didnt send me a new sim and it isn’t showing me it in the app so I can’t add credit or get them to speak to her on my behalf!

[XRaySpeX]

OIC! Your Mum was to receive the PAYG SIM in UK, activate it in UK by sending a text & then send it to you abroad. But the problem is that EE haven't sent her the PAYG SIM?