PAYG account set up from abroad

[Ololo4445]

Hi, I've recently switched from contract to PAYG as I moved out of the UK. The operator who helped me to close my contract said I should contact EE to open a payg account in the App. How do I open one there? I'm still logged in to the app, but I can't set up my payg. I can't call EE because I'm abroad.

[bristolian]

All EE pay-monthly contracts require 30days notice to be given before they are disconnected or transferred to PAYG. All new PAYG lines - which include migrations from pay-monthly - need to first be activated on EE's UK network before they will work abroad.

Did you allow this 30days notice, and use your new PAYG line in the UK before travelling abroad? Or were you already abroad when this changeover was scheduled? The latter won't work.

[Ololo4445]

I requested the switch back in February when I still was in the UK. My contract ended on 28 April and now I'm supposed to be on payg. I think my EE line works, because i received an OTP to login to this EE account and post this question. However, I haven't used my payg in the UK as I'm already abroad.

[Lesley_W]

Hi @Ololo4445 

Welcome to our community.

If you are still able to log in, is it just showing your now closed pay monthly account in there?

Lesley

[Ololo4445]

Hello,

Yes O'm able to log in to my EE account both on my phone, and on my desktop (this is where I'm replying to you now). The app though shows the following message on the home screen: "You account is now closed, remember to pay your final bill etc..."

It doesn't make much sense how my account is closed if I can still log in. Anyway, apparently I need to open an account again but this time as a PAYG customer. And this is exactly what an operator on the phone had told me to do back in February, once my Contract with EE ends.

[Michael_D]

Thanks for explaining @Ololo4445.

This would mean that the login is still linked to the old pay monthly contract account, which is now closed if the number has moved to pay as you go.

To link the pay as you go account you would need to speak to our customer service guides over the phone so they can remove that link and assign the pay as you go account to the login.

You can call them using the numbers on our Contact Us page, or by calling +448000798586 through Skype.

Michael

[XRaySpeX]

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.

[Ololo4445]

Is there a way to contact CS by email or chat? Sounds a bit unrealistic that to do something with my account I necessarily need to call them.

[Michael_D]

We don't have an email based team @Ololo4445, and chat is only available for active pay monthly accounts within the EE app.

As your account if now on pay as you go, the only option would be for you to call the team either from another phone or by using Skype.

Michael