Not used PAYG number for over 3 months, can't get PAC

[Vandeley]

I recently moved my sim card from contract to PAYG as I moved abroad, haven't used that number as I have  local one and now I'm in that limbo where my sim card has been basically deactivated, my credit stripped and EE told me to "call 150 if you want to get in touch".

Only thing is that I can't call 150 as no credit and abroad, can't text to get my PAC (I've had it), and there's no way that I can see to get the PAC off the website.

Ideas? Thanks!

[XRaySpeX]

@Vandeley : 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.

[Vandeley]

Thanks but this is all totally unrelated to my problem.

How do I get my PAC?

[XRaySpeX]

By phoning CS.

[Vandeley]

yeah, it tells me I need to top up first as I don't have enough credit.

[XRaySpeX]

Try using Fast Top Up online with a UK bank card. You don't need to login or register anything. All you need is your mobile no. & it doesn't remember your card details.

[Vandeley]

I did use that, i topped up 5£, it now tells me that my credit is 10£ and still can't call anything as the number is disabled (I think I've lost another 5£).

I'm starting to believe that there's no way for me to get in touch with EE if I'm abroad, it's remarkable tbh, they do try everything to make us pay the most for the least amount of service.

[Ritu_D · Accepted solution]

Hi @Vandeley 

Thanks for reaching out here on the community. 

I am sorry to hear you have been experiencing issues since moving over to pay as you go. 

When your sim is moved over to pay as you go, you need a UK network activation before you can use the phone abroad (roaming).

It is likely this is why you are unable to use your sim card and why despite topping up you are unable to call 150. 

You can Contact Us from Abroad, you may have to contact us from an alternative phone if possible. 

Thanks 

Ritu

[XRaySpeX]

Sounds like your PAYG SIM may have gone into hibernation due to non-use. If it has, topping-up now would be too late.

When did you previously make a chargeable action? EE PAYG SIMs are deactivated after 6 months of non-chargeable use. You then have a further 3 months period of grace to call EE to reactivate it before it is lost completely.

You needed to make a chargeable action like making a chargeable call or text, topping up or buying a Pack or Add-on, not just using your mins, texts or data from your pack. 

[bristolian]

I think the catch-22 has arisen here because the OP has migrated from pay-monthly to PAYG whilst abroad. As a direct result, their SIM is not fully activated, and thus there is a combination of 2 issues

1: A SIM that's not fully activated cannot have roaming enabled, and thus cannot connect to foreign networks. That creates an inability to use network-based functions which includes calls & text messages

2: A subscription that's not fully activated cannot have a PAC issued until the activation is complete.

You will need to contact EE-CS by alternative means, as previously suggested - to break the catch-22. Otherwise you will just go round in circles.