PAY AS YOU GO NOT WORKING

[Emmavanryn]

Hi, I am a UK customer currently stranded in Spain with no service. My contract recently migrated to Pay As You Go, but my roaming has completely disconnected because the SIM didn't activate on UK soil first. I have no phone signal to call you. The person I originally dealt with from EE said I didn’t need to be on uk soil for the migration to work. Please can a community manager flag this to the technical team to manually provision my SIM and push through my roaming access. 

[Northerner]

Hi @Emmavanryn 

Nothing can be done until you are back on the UK network.

Thanks 

[Emmavanryn]

I won’t be back in the UK before a year as I am going on a backpacking trip, this is why I have had to switch to pay as you go. I was mis informed by the EE team and I would expect them to fix it or at least give me a way to get in contact to chat about it with them. 

[ee_user14]

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@Emmavanryn wrote:

I would expect them to fix it or at least give me a way to get in contact to chat about it with them. 

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You can certainly call EE-CS to discuss why you weren't told about the restriction, but it's not going to alter the underlying problem. If there was a way of resolving this issue without returning to the UK, you'd have been told about it.

Their contact numbers are on https://ee.co.uk/help/contact-ee 

[Northerner]

Hi @Emmavanryn 

There is no chat for PAYG you'll need to use another phone and call the international number during UK office hours: https://ee.co.uk/help/contact-ee

Just buy a Saily SIM or equivalent https://saily.com

Thanks 

[XRaySpeX]

@Emmavanryn : Even if you get in touch with some "technical" team 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. So you'd be wasting your time trying to contact them.

This public user discussion forum can have no access to your specific account. You need to raise any dissatisfaction with what you were told with CS.

[Chris_B · Accepted solution]

@Emmavanryn  Your only option to get around this would be to request a replacement sim and this will be posted to your UK address. Someone will then need to put that sim in a phone and activate it and once it’s able to make/receive a call/text this person will then need to post it to you. That is unfortunately is your only option as a sim has to be connected to the EE network directly in order to have other services enabled in this case roaming as it’s not possible for the sim to connect to a roaming network without roaming being enabled first and that can’t happen until it’s working.