Pay as you go from abroad

[premsai]

I have an EE eSIM. Since I live abroad, I deactivated the SIM. However, I needed SMS service for OTPs, so I purchased a £10 Pay As You Go plan for my UK EE number. Unfortunately, I'm not sure if I did the right thing, as my account now shows no credit, and I don't understand why. Can someone help? Unable to contact EE customer service from my country.

[Chris_B]

@premsai   When did you last use that number ?   And EE eSIMs on PAYG  are for travellers to the UK, there not meant for long term use.

[premsai]

The last time I used it was in mid-December, after which I deactivated the eSIM. Recently, I have been having difficulty receiving OTPs for transactions, and I need the messaging service to be active. So, I thought getting a PAYG pack might help. However, I now realise I may have made a mistake.

[bristolian]

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@premsai wrote:

I have an EE eSIM. Since I live abroad, I deactivated the SIM.

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I'm a little confused what this means, or what significance the "eSIM" is supposed to have, but this sounds potentially like a standard PAYG hibernation case.

PAYG SIMs need to incur chargeable usage at least once every 179 days to avoid hibernation, with a further 3months grace before outright disconnection at approx 9 months.

I suspect you are in that 3month grace period, and if so - your only option is to contact EE-CS to request the line is reactivated.

They are on +44 7953 966150 from any working phone, or +44 800 9566000 from a web-calling app such as Skype.

[premsai]

I was on a monthly contract before this. I chose PAYG because I thought it would help me avoid entering another contract. Can I ask a friend in the UK to contact EE on my behalf? Also, is it possible to cancel the plan and get a refund?

[XRaySpeX]

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.

Where are you? EE PAYG packs are only valid in the EU anyway.

[premsai]

I don’t think I explained it correctly. I bought the PAYG plan yesterday, thinking it might reactivate my closed account. I closed my contract in December. From what you said, it seems the only way to reactivate it is by visiting the UK. That’s unfortunate because I might not be back until August, and I need the messaging service. Anyway, thanks for your help.

[XRaySpeX]

NM the PAYG pack, when & how did you get the PAYG SIM? If you bought it while abroad, what I said still applies.

[Chris_B]

@premsai  eSIM isn’t available to PAYG customers.  And as you closed the account in December you don’t have a number with EE unless you requested at the time to change to PAYG.  You would have been sent a new SIM card to use.   You can not just switch back on the eSIM and have it working as a PAYG.  One you don’t have a number on EE you closed the account for the contract and two you can not activate a sim or eSIM when outside the UK,  

You no longer have access to this number you gave it up when you closed the contract account.  

[premsai]

Understood. I won’t be returning to UK in the next 2 months. Will I be able to activate it even after the grace period? Or will I lose my number?