Why don't I have access to live chat?

[rudeman]

Hello,

I don't have access to live chat in the EE app despite having a PAYG number. The 'Help' section looks like this:

 The 'Home' section looks like this:

 

Does this mean my SIM/number is not activated? I can currently receive texts but not send them, and cannot make or receive calls.

Thanks! 

[XRaySpeX · Accepted solution]

PAYG's the reason. There is no Live Chat for PAYG.

Where are you?

When did you last make a chargeable action.

[rudeman]

Ok thanks.

I owned this number on a previous rolling monthly contract but the account was closed. I opened a new account for this number in Vietnam and topped up £10. I have tried to send texts and make calls but neither work, does this mean the SIM is not activated?

[XRaySpeX]

@rudeman : Yes, it's not activated for roaming.

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. 

[rudeman]

Ok thanks.

So can I get a friend in the UK to activate the SIM for me? Can I send it to them as an eSIM or something? Then they could send it back to me?

[XRaySpeX]

You could do that & they will need to make a call or text before returning it to you, but not as an eSIM. You don't get eSIMs on PAYG.

[rudeman]

It's loaded into my phone right now as an eSIM though:

 

The physical SIM is not in my phone anymore. I can still receive texts to the number.

[XRaySpeX]

What, an EE eSIM? Anyway you can't send eSIMs around; they are embedded in your phone.

[rudeman]

Yes, an EE eSIM. 

Ok, not send the eSIM, but could a friend activate a new one?

On a separate point, how long will EE let me keep this number if the SIM is not activated? If I keep topping up can I hold onto the number? I'm wondering if I could wait until I get back to the UK before activating.

[XRaySpeX]

I suppose the eSIM is a consequence of having it on contract. I suppose you could send the whole phone to the UK.

PAYG SIMs don't go into hibernation unless you don't make a chargeable action, like a top-up, within 179 days.