Abroad – SIM Not Working, Need to Switch to PAYG and Cancel Broadband

[Meryem9]

Hello,

I’m currently outside the UK and unable to use my EE SIM cards — I can’t call, text, or access support lines.

I originally purchased two EE SIMs on monthly contracts (£11.40 each) and also signed up for EE Broadband, which I delayed activating.

Now that I’m abroad:
- I would like to switch both SIMs to Pay As You Go, and
- Cancel the broadband service completely

However, my SIMs don’t work here and I can’t reach customer support through phone, text (150), or Live Chat (it doesn’t appear on the site from abroad).

Can someone from EE support please advise how I can complete this request from outside the UK?

Thank you.

[Chris_B · Accepted solution]

@Meryem9  you can’t change from a contract to pay to go whilst abroad as the Sim card has to be used in the UK 1st to activate as a pay as you go. So that’s not an option.   It  sounds like you didn’t activate roaming on your account before you left the UK so your device will not connect to a roaming network.  This is done by texting ROAMING to 150 before you leave the UK.  You can use live chat via the app is under help to request roaming be enabled.   But you can not change to PAYG while abroad.     PAYG sims need using in the UK first and then roaming is enabled by default this can not be done whilst abroad. 

To cancel the broadband, you’ll be required to pay off. 

[Ali_A]

Hi @Meryem9 

Welcome to the Community forum. 

You would need to contact Customer Service for any changes you'd like to make, as we don't have access to your account here on the Community, so 

Please visit Contact us from abroad | EE for the number to call while you're out of the UK using a different phone. 

Something to note- if you cancel a Pay monthly line and change to Pay As you Go, you'll need to use the SIM in the UK for 1 phone call after the swap to activate it. If the line swaps while abroad you'll be unable to make calls or send texts until you connect the SIM to UK network.

Ali 

[XRaySpeX]

@Meryem9 : Switching your SIMs to PAYG now that you are abroad won't help you as a "new" PAYG SIM needs to be used in UK before it can be used abroad.

To cancel your EE BB & Home Phone you need to phone EE on the Freephone no. (Opt 1) in my sig. and give 30 days notice. You will be liable to pay Early Termination Fees for the rest of the contract term.