It can receive text messages, but it cannot make phone calls or send text messag

[Sirena]

I'm currently abroad. Then I discovered that I can receive text messages, but I can't send them or make calls. If someone calls me, they will get a voice message saying "mobile number is currently unavailable". If I call someone, they will simply hang up.

Besides, I also want to ask about the account issue. I was using the plan before. Last month, I changed it to pay as you go through the app and the last deduction was on August 31st. When I logged into the app today, I found that the account was closed. I changed an email and applied for another account, but I still can't see the bill information or the phone bill balance.

I used to send messages to the customer service through the app, but I don't know why there is no chat entry on the app now. I can't make calls either, even if I change my phone number, I still can't dial. So I can only post this here.

[Chris_B · Accepted solution]

@Sirena  Did you change from a contract to PAYG while abroad?    If you did that is your issue, the sim needs to be used in the UK first once it becomes a PAYG sim.  There is no way at around this. 

Where about’s  are you as you might need credit on the account to PAYG for call/texts.   A pack allowance can only be used within the EU and you need to purchase a 7 day roaming add on to use the pack allowance.  Or you need credit on the account to pay for calls/texts.  

Live chat is for contract customers only.  

[XRaySpeX]

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.

As you see it will depend on when you gave notice to cancel & when that notice expires and not on your old contract's billing period.

[Sirena]

I submitted the application half a month before leaving the UK. By the time I made the change, I had already left the country. So do I have to go back to the UK and use it there again?
I won't be able to return until December. Will the account be revoked before that?

[XRaySpeX]

Yes, you need to be in UK & use there or send it to a pal there to make a call or text before it can be used abroad.

PAYG SIMs don't go into hibernation until after about 6 months. So you should be OK.