PAYG package - EE have stolen my data boosts and rollover

[Marvo1]

Please excuse the click-bait style title.
My PAYG SIM-only package always auto renews on 7th of every month, but this 7th October it didn't. There is no problem with the debit card or the bank.

On the same day, 7th October, EE messaged me the following: "We've stopped trying to automatically renew your £10 plan as you haven't made a call/text or used data in the past 30 days. If you still want to use your phone, log into the EE app to manage your plan and payments".
I am abroad at the moment (for the last 3 months) and have not made any calls. I understand that I have to make a text/call within 6 months, but we are not there yet.

I don't understand why EE have suddenly stopped automatically renewing my plan, just because, as they say, I "haven't made a call/text or used data in the past 30 days".
I have logged into my EE account as they suggest, and I can see that I now have no package active. Also, all of the data rollovers and data boosts I have earned (24GB)  have disappeared. I will lose these if I just set up a new plan payment scheme (is that EE's little scheme?).
It also says: "Your plan didn't start on 7th Aug 2025 because your card payment didn't go through" but my bank shows payments taken in August AND September.

I cannot afford to call customer service from my mobile, at EE's quoted international rate of £1.80 / minute.
Even if EE call me, it will still cost me £1.80 / minute to receive the call, and these support calls sometimes go on for hours as we know!

Can anyone please help me with a solution to my problem. How can I communicate with EE.
Thank you so much in advance.

[XRaySpeX]

@Marvo1 : EE don't cancel active packs; only inactive packs. EE's action makes it seem as tho' you didn't buy your pack in Sept. & so as you didn't make any calls or texts from your credit in the last 30-days they stopped it renewing this month.

• Your data will only rollover if you renew your pack within 7 days. It's too late for that now.
• You won't lose your free Boosts. They will be reinstated when you buy your next pack.

[Marvo1]

Hi, many thanks for the reply.
My pack has been successfully auto renewing every month for 10 years. It auto renewed in August (with no calls made in July), and it auto renewed in September (with no calls made in August). In October EE "stopped" the automatic renewal.  Can you point me to the T&C's where it states EE will stop automatic renewal of your pack if no calls or texts are made for 30 days. Surely, if I've paid for 30 days credit in order to retain my boost benefits, it's my business whether or not I use any of the credit, as long as I make a chargeable text or call within any 6 month period, stated by EE.

Strangely, MY EE ACCOUNT page displays the message: "Your plan didn't start on 7th Aug 2025 because your card payment didn't go through",  but the payment left my bank account as normal and is registered in the EE "payments made" section, both August and September payments.

The fact that I am purchasing the pack each month means that I want to keep my number, and the pack, active surely.

        "You won't lose your free Boosts. They will be reinstated when you buy your next pack."

I have build up 24 GB per month of free boosts over the years - that's why I keep paying for my pack (although not currently using it while I am abroad).  Will that 24GB be automatically reinstated if I buy a new pack? I'm not convinced. And if I don't make any calls for the next 30 days, what's to stop EE cancelling my auto renewal again? I can't believe that's a policy.

And back to my original question, how do I talk to EE from abroad without it costing me £1.80 / minute to be held in a queue for an hour? That would cost me over £100 !

Thanks in advance for any solution available.

[bristolian]

As per https://ee.co.uk/mobile/international/roaming-contacting-us-from-abroad - calling on the 966250 number is free within the EU, you've not said which country you're in.

Beyond that, standard rates will apply unless you can find a web-calling app that allows calls to +44 800 numbers (and dial +44 800 9566000). Skype used to, but stopped doing so a few months back - if you find one, please post on here for others to benefit from.

[Marvo1]

Thanks bristolian,
I'm outside of the EU.

[Ritu_D]

Thanks for letting us know you are outside the EU. 

As Bristolian has mentioned above, if you are outside the EU then standard call charges will apply. 

We do not have account access here on the community. 

I would recommend speaking with one of our customer service team to clarify what is happening. 

Thanks 

Ritu