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Pay as you go help from abroad

Julianne2
Explorer

‎01-07-2024 01:51 PM

Hi. Looking for some help please, I previously had a contract with EE in the UK. I have now moved to Australia temporarily, so would like to keep my UK number. When I was back home they advised I change my account to PAYG. Which I did, then I got told to message home every few months to keep my number. 

I have topped up the credit on my account and can’t seem to send a text or make a call. I have tried turning the phone off and on and tried changing the network settings. No one from the phone team seems to be able to help. 

Can someone please help, I’m concerned I’m not going to be able to keep my UK number after being told I would be. 

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4 REPLIES 4
Chris_B
EE Community Star
EE Community Star

‎01-07-2024 01:59 PM

@Julianne2  did you use that Sim card as a PAYG sim card in the UK ? as this cannot be turned into a PAYG Sim card when connected to a roaming network, It has to be done and used in the UK first. 

To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.
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XRaySpeX
EE Community Star
EE Community Star

‎01-07-2024 02:06 PM

@Julianne2 : 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.

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP
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Julianne2
Explorer
In response to XRaySpeX

‎02-07-2024 07:44 AM

No they didn’t tell me that. How should I go about keeping my number now then? Or would it not be possible. Thanks for your help. 

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Christopher_G
EE Community Support Team
In response to Julianne2

‎02-07-2024 07:46 AM

The SIM would have to be used in the UK, in order to fully activate for roaming, @Julianne2 

Once a call has been made or a text message sent on the EE network in the UK, it will activate for roaming.

Chris

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