Purchasing Roaming Whilst in Australia on a Pay As You Go sim

[Luana0824]

A little context...

I recently arrived in Australia and I am here for the next year and intend on keeping my UK phone number as it is attached to many accounts etc.

Before arriving in Australia, I had left the UK back in February and used my phones existing contract whilst I was away and since arriving in Australia that ended. In order to keep my phone number, I was advised by customer service to take on a Pay as you go plan which I now have.

Customer service also advised me that in order to keep my number active I have to top it up and send a text message however, I am not able to see anywhere on my account dashboard where to purchase roaming to send this text.

On top of that, the live chat function seems to have disappeared and the only option is to call EE which I can't do. There are no email contact options so I am hoping someone is able to guide me or help me get in contact with EE without having to call. 

[bristolian · Accepted solution]

A few bits in here.

Roaming is not something you purchase, you may be confused with add-ons to reduce the cost of roaming - in Australia, these are only available on pay-monthly and not PAYG. In order to roam - use your phone abroad - you simply need the free roaming facility enabled, which unlocks access to foreign networks.

On PAYG, this facility is auto-enabled when you first use your PAYG SIM on EE's UK network. In the case of migrations from pay-monthly (such as yours) this means using your new PAYG SIM in the UK after the 30days cancellation notice has expired and before travelling abroad.

If this requirement has not been fulfilled, roaming is not auto-enabled and your phone will not have access to foreign networks in order to roam. All PAYG SIMs are subject to the hibernation policy which requires chargeable usage at least once every 179days. If you are now abroad without roaming being enabled and thus an inability to access foreign networks, the only solution is to activate your SIM on EE's UK network.

There is no live-chat for PAYG customers, your only way to contact EE-CS is by calling in. However, if you have travelled abroad without activating your new PAYG SIM, there is no solution other than that described above.

[XRaySpeX]

1. As it was switched to PAYG while you were abroad you can't now use it until you return to UK. EE PAYG SIMs need 1st activating on EE's home UK network before they can be used abroad. 
2. There are no roaming passes outside EU for PAYG. You have to pay for calls & texts out of your credit but you can't do that now unless you get the SIM back to UK.