Using mobile abroad

[Rollotreadway]

I've received a text saying that as I haven't made a chargeable call or text for six months, my credit will be lost and my number will be disconnected in the next three months.  However I have been using the phone whilst I have been abroad so cannot understand why I have received this message

[XRaySpeX]

@Rollotreadway : When using it abroad were you connecting to a WiFi hotspot or to the local mobile network?

[Rollotreadway]

Hi and thanks for reply, I used local WiFi for WhatsApp but would text my sister in uk from nepal every few weeks. I pay £13.50 a month for ee plus added about £30 as a one off payment in March, I have been in nepal since Jan and return to uk next week. I'm puzzled as I've been paying each month plus using phone to text uk every few weeks so my number is active

[Leanne_T]

Hi there @Rollotreadway 

Thanks for coming here. 

You can find full details in our Pay As You Go Charges for Roaming in the EU Help page. 

Leanne.

[Rollotreadway]

Hi

Re your reply

I'm not in EU I'm in Nepal, and have been using my ee mobile to text my sister in UK on many occasions so cannot understand why I have not made " A chargeable call/text for six months". Also I used the mobile in UK in January before leaving for Nepal, that was less than six months ago.

Will you please not send me a generic reply but deal directly with my specific question. 

Thanking you

[Leanne_T]

Hi there @Rollotreadway 

I am very sorry thanks for correcting me,  the link should have been for the hibernation policy here Why Has My Top Credit Run Out? Help page.

To check why the message has been sent to you, I would suggest getting in touch with our mobile guides and they can check this for you. 

Leanne.

[Rollotreadway]

Thanks for your reply but I'm even more confused as I top up my number by £13.50 each month and have texted the UK from Nepal on several occasions plus i made a long phone call to the UK in March all of which count as " chargeable activity" so I cannot understand why my number is about to be suspended and my credit removed. My usage log shows I am using the mobile so I am completely confused by the message about not making any chargeable call/texts for six months.

Once again, I would appreciate it if you did not send me a generic answer but instead deal specifically with my query.

Once again thanking you

[Leanne_T]

Thanks for the quick reply @Rollotreadway 

I am sorry we have no account access on the community and I am unable to look into the account to make sure the account is not going into hibernation. If you have completed a chargeable action to stop the account going into hibernation, the account would need looked into. 

If you can get in touch using one of our contact numbers found on the Contact EE page the team will certainly check the account for you and make sure the account will stay active and let you know why this message has been sent. 

Leanne. 

[Schockwave]

@Rollotreadway we cannot deal with account specific queries, but can only give suggestions and give you a link to try and solve your problem.

If you have something like Skype, you should be able to speak to customer service for free and they should be able to take a look for you. This is a public forum with no account access here.

See my signature for ways to contact customer service.

[Rollotreadway]

I'll have to wait till I return to the UK next week as the cost of calling The UK from Nepal and getting the " your call is important to us ,all our customer advisers are busy at the moment etc" is horrendous. What particularly disturbs me is that ee does not have an online chat facility which my bank has, this is a way of communicating quickly without the expensive phone charges incurred in calling. ee really should have such a facility as the ee community facility is, as you say, of limited use in resolving problems of this nature.