Help with PAYG plan after switch from contract

[rmbe]

I switched from a contract to PAYG a few days ago, then went online to top up and select a plan (8GB) but the plan will not start even though I have enough credit. I have been with EE for 3 years with the same number and switched to PAYG because I am currently abroad for a few months and I did not want to lose my number. Since I am abroad, I cannot call 150 from my SIM or visit a store. The online chat option has disappeared from my app. All I need is for the plan I selected to start. I have tried from the app and from the desktop website and nothing works. How can I get some help for this to be resolved? 

[Katie_B]

Hello @rmbe. 

Welcome to the community. 

Did you move to pay as you go and make a chargeable action in the UK before travelling abroad?

When moving from Pay Monthly to Pay as you go it is recommended to be in the UK using the EE home network for your pay as you go account to activate. 

Speak soon, 

Katie

[rmbe]

My switch happened while I was already abroad. I rang customer service around 1st September to comply with the notice period to end my contract and make the switch and unfortunately was not provided with this information. I explained my going abroad and asked about any additional actions on my end and I was simply told I would have no problems. Can you advise on my options to start my plan? Alternatively, how to arrange for a refund on my top up if there are no alternatives for me.

Thank you.

[Katie_B]

Hi @rmbe. 

Thanks so much for getting back to me.

I'm sorry to hear this information was not made clear during your call to customer care. 

We have no account access here to look into this further, I'd recommend contacting our customer care team by calling from another handset. 

Please call +44 7953 966 250. 

Alternatively, you can also try calling through a web based calling app over WiFi.

Katie

[rmbe]

This feels like a huge oversight from your customer service end. 

I don't have another handset. 

When you say to call via wifi, do you mean I can contact customer service via whatsapp or similar? Can you advise please which apps are supported or used by your customer service.

[bristolian]

You can call the off-net 07953 number from any working phone, it need not be an EE one or even a mobile.

EE-CS don't have any app-presence beyond the myEE app live-chat for pay-monthly customers. I think Katie was offering the suggestion that if you can find a web-based calling platform that allows calls to be dialled - as opposed to just within the app - then that may be another option.

[XRaySpeX]

As it was switched to PAYG while you were abroad you can't now use it until you return to UK. EE PAYG SIMs need 1st activating on EE's home UK network before they can be used abroad.