Refund of PAYG when switching

EloiseHumes · ‎01-04-2026

How do I contact EE for a refund of my PAYG credit, now that I have switched provider? Thanks.

ee_user14 · ‎01-04-2026

PAYG credit absolutely is refundable when you port out - clause 7.2.3 3 of the T&Cs specifically say so. Just need to call CS to request it - I should imagine it's sent by cheque.

7.2.3.3 You have requested a code to port Your number to another network (known as a PAC Code or a STAC Code) and
within 30 days of porting Your number You call Us to request the unused Credit be returned to You. In this case We will
arrange to refund the unused Credit to You up to a maximumof £50 .

View solution in original post

Schockwave · ‎01-04-2026

Hello @EloiseHumes ,

Welcome to the community,

Pay as you go credit are non refundable, but you could try speaking to customer service by using the number in my signature.

To contact EE customer service dial 150 from your mobile phone or ring customer service for free using web based app or another phone: +44 7953 966 or +44 330 123 1105.

ee_user14 · ‎01-04-2026

PAYG credit absolutely is refundable when you port out - clause 7.2.3 3 of the T&Cs specifically say so. Just need to call CS to request it - I should imagine it's sent by cheque.

7.2.3.3 You have requested a code to port Your number to another network (known as a PAC Code or a STAC Code) and
within 30 days of porting Your number You call Us to request the unused Credit be returned to You. In this case We will
arrange to refund the unused Credit to You up to a maximumof £50 .

XRaySpeX · ‎01-04-2026

Sorry, @ee_user14 , you are absolutely right! I was forgetting leaving by PAC.

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

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GarethWilliams2 · ‎14-08-2026

Is this still the case, my Dad has just been refused a PAYG refund of £12 by EE after switching to Sky mobile this week.?

Leanne_T · ‎14-08-2026

Hi there @GarethWilliams2

Thanks for coming to the community.

Our pay as you go team can run checks and see if the credit can be refunded when moving to another network. I would suggest your Dad giving us another call to see why this was refused when the PAC was provided and get this looked into further.

Leanne.