PAYG calls barred and no sms being received

[jman98]

Hello,

I am a PAYG customer, used to have a contract with EE. I am abroad for periods of a time. I regularly top up my phone. I am unable to send/receive any SMS or make calls from my phone. When trying to call, I receive a ‘calls are barred’ message. I would like to fix this asap. I am concerned that my number has fallen dormant despite keeping it topped up.

Thank you. 

[XRaySpeX]

Is this happening in the UK or just when you are abroad? When did you go abroad?

[jman98]

For a while - since August last year! My phone worked fine when in UK. I am in Singapore.

[XRaySpeX · Accepted solution]

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.

[jman98]

I am certain the change took place in the UK but it could be that I left within the 30-day window. 

[XRaySpeX]

It's most likely! That's what usually happens to Contract > PAYG switchers going abroad.

[jman98]

Ok thank you for that. So it’s a case of waiting until I get back to the UK to be able to use it? My concern is that not being able to send messages will mean the number will be made dormant, which I do not want to happen. 

[XRaySpeX]

Or you can send it to a pal in UK to make a call or text & return it to you.

Topping-up within every 179 days should keep it live.

[jman98]

Thank you! Am I still able to top it up despite the limited nature of the account? 

[XRaySpeX]

Yes, it's the SIM that's inactive, not your a/c. Your a/c is sitting happily in UK, but the SIM isn't 😉 !