Pay As You Go SIM Card Issues While in Australia

[mathweek]

I am currently residing in Australia and have encountered some issues with my EE Pay As You Go SIM card.

Specifically, I am unable to send text messages or make phone calls, as my SIM card seems to not be receiving any real signal. I also attempted to purchase a prepaid pack through EE website, but I received the following error message: “Sorry, we were unable to complete your request right now. Please try again later.”

Despite these issues, I was able to top up my account successfully. Just about 30 minutes prior to writing this, I added £5 to my account, and the payment went through without any problems. However, the inability to buy data packs or use basic services like calling and texting remains unresolved.

How to resolve this issue while I am located in Australia? I need to retain my UK phone number.

[Michael_D]

Hi @mathweek 

Thanks for coming to the community.

I hope you are having a fantastic time in Australia.

Do you remember when the SIM was last used for chargeable activity, such as making a call or sending a text? Our pay as you go SIM cards would go into hibernation if there is no activity for 6 months.

Has it worked previously since you arrived over there?

Michael

[XRaySpeX]

Sounds like your PAYG SIM may have gone into hibernation due to non-use. 

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.

[mathweek]

Hi XRaySpeX,

I can't remember when I last took any chargeable action. As you mentioned, it might have been more than six months. But if my SIM card has gone into a hibernation state and I am unable to make calls or send texts, how can I contact EE to reactivate it? Can I use my Australian number to call EE, or would it be possible to contact EE CS via Internet?

[mathweek]

Hi Michael,

The last record I could trace was receiving a marketing message from EE on May 7th. If my SIM card has gone into hibernation, how can I reactivate it? It cannot send text messages or make calls, so is it possible to contact EE customer service using an Australian number, or through the internet?

[bristolian]

Every forum user can view every message, you only need to reply once.

You can contact EE CS on +44 7953 966150 from another working phone, or +44 800 9566000 using a web-calling app such as Skype over WiFi.