Pay as you go abroad issue.

[stuarttaylor1]

I received this message:
“Hi, as you haven't made a chargeable call/text or used data for six months, you will now lose any remaining credit (as per our terms and conditions). Your number will also be disconnected in the next three months and we'll text you beforehand to let you know. Please call us on 150 if you would like to discuss this.”

I am in NY and was hoping to keep my number for when I return. The problem here is that texting and calling from my phone doesn’t work and has never worked since I switched to pay as you go. I can’t call or text a uk or us number from here. The phone simply will not work. I can’t visit an EE store as I’m not in the UK and I can’t call 150 to try and resolve this.

[bristolian]

You have two issues.

1: Using your phone abroad is called roaming - on PAYG, this is enabled when you first use your SIM on EE's UK network. If you have not been in the UK since getting your new PAYG SIM - including the scenario of cancelling your pay-monthly contract and migrating to PAYG whilst abroad - then roaming will not be enabled until your SIM connects to EE's UK network.

2: All EE PAYG SIMs are subject to the hibernation policy which requires chargeable use in the UK at least once every 6months, with a further 3months grace before outright disconnection.

If you have converted to PAYG whilst abroad, your SIM becomes useless until first used in the UK. In short, you appear to be in a catch-22 situation, which requires UK usage to resolve.

[XRaySpeX]

Your PAYG SIM has gone into hibernation due to a 6 months period of non-use. You might be able to get it back by calling CS. Topping up now is too late.

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.

[stuarttaylor1]

This is great to know. It looks like I have a little time to resolve this. Myself and my wife travel regularly for work. She is flying to the UK in the next few days. She can take the phone with her and use it for texting in the UK. Is it likely that this will resolve the issue or do you think I need to do anything else?

[bristolian]

The SIM needs to be used for a chargeable action in the UK. That could be a chargeable text or a chargeable call - it must deduct from your balance to qualify.

[stuarttaylor1]

Unfortunately it says that I need to drop in to an EE store to restore my app login, meaning I can not see if  they have removed my balance yet. Fingers crossed I have a remaining balance to make a call or text.