Help, Pay as You Go Switch Cannot Happen Abroad??

[lbidgoodlund]

hi there I am having a real problem and I cannot get through to anyone about it. I switched at the beginning of September from a pay monthly with you to a pay as you go. I had the entire conversation via your chat service on my ee app. on September 7th my plan finished and contract was cancelled. The number was meant to be transferred. The problem is that I was in Italy on that date, and although I thought I would be back sooner, I am still here. I have done an online top up of 5 pounds to see if it would change anything, but I cannot: 1. send any texts or receive any calls 2. I cannot link my (I assume eSIM) to my account. I need your help as I need that number to stay active, and I don't know how to chat to anyone because my ee app does not allow me for some reason to have an online chat

[bristolian]

All new PAYG SIMs need to be activated on EE's UK network, before roaming is auto-enabled for use abroad. This includes migrations from pay-monthly.

Now that your SIM is a new PAYG one, it therefore needs usage in the UK before roaming is enabled. If you've not done this, it will not work abroad until it's first used on EE's UK network.

You'll need to ensure the SIM is activated in the UK before 179days elapse, else it will be hibernated for non-usage. You'll then have a further 3months grace to contact CS before it's disconnected completely.

[lbidgoodlund]

Thank you. This was not specified to me when I had I did the chat online. In fact they said I didnt need to be in the Uk at all. 

[bristolian]

You may have cause for complaint if you had specifically asked the question, but it won't alter the solution.