Pay as you go issue

[Izzym333]

Hi, the exact same thing has just happened to me. I was told it would automatically change on my EE account. Did you ever find a way to resolve the problem, as I am struggling to find a solution. Thanks 

[Katie_B]

Hello @Izzym333. 

Thanks for coming here. 

When did you request the change?

Are you currently out of the UK?

Speak soon, 

Katie

[Izzym333]

Hi Katie, 

I requested the change in August, before I left the UK. The customer service employee that I spoke to said I would change to PAYG after my next contract payment on the 1st of September, and it would change automatically on my account (ee app) and that I wouldn’t have to do anything. My mum called EE the other day on my behalf and they said I just had to create a new account however after looking online it’s saying I have to order an PAYGsim to a UK address and activate it there. 
I can’t lose my English number as it is linked to all of my English accounts. 

I am no longer in the UK so it’s very hard to contact anyone for help. 

[XRaySpeX]

@Izzym333 : How do you know it hasn't changed tp PAYG? Is it just that it's not working abroad? That is to be expected.

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.

No new SIM needs ordering to change from contract to PAYG; the plan on the existing SIM is switched. Nor do you need to create a new EE a/c.

Your issue just boils down to your situation that you were abroad when the switch took place.

[Izzym333]

Hi, 

thanks for your reply. I told the ee employee that I was moving abroad ( and provided the dates I was moving). I was told there would not be an issue changing to PAYG and it would come up on my account from the 1st of September. When I go onto my account it just says account closed now. 

I was never told that the SIM needs to be activated in the UK, I was just told that I would be able to top up via my app and just had to sent 1 text every few months from my uk number. 

[XRaySpeX]

Your contract a/c has been closed. You need to call CS to delete your old contract MyEE a/c & then you can set up your new PAYG MyEE a/c afresh, using the same mobile no. & email addy if desired. You can't mix them under MyEE.

You were told wrong about use abroad.