Not able to call or text using my SIM after converting to PAYG

[Shayan530i]

Hi there,

This is my first post. Hoping the community can help me out with my problem.

I had a 2 year contract with EE and in November 2025  when it ended, I decided to convert it to PAYG, cleared my final bill. I have not been in the UK for a while. The number is in my use still, as I do receive updates or OTPs on it from various of my accounts. I also have WhatsApp set up. So I really want to keep this number. 

Anyway, when ending the contract, the customer service agent told me to top up at least 5 pound every few months so the number is not lost.

But the problem is, since my contract ended, my app shows a message like "Your account is closed. Here's your final bill" etc.

I have not been able to call or text using my number ever since. Receiving is fine however. Even tried calling 150 but the calls are just not made and I hear a partial recording "... number are barred." and call disconnects.

So the problem is I cant even get in touch with EE through my number. Has anyone of you faced this before? What should I do to keep my number?
I even topped it 5 pound up again, and received a text from 150 that your balance is now 10 pound.

Would really appreciate if you guys can point me in the right direction on what to do. I don't want to lose this number as a lot of my accounts have it.

Thanks

[XRaySpeX · Accepted solution]

@Shayan530i : 

1. 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.
2. 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.