by LucasW Investigator
Investigator

Barred calls after changing to PAYG.

  1. I am in Poland at the moment. My account balance is 5 pounds.
  2. I switched to PAYG recently (from pay monthly) and cannot call from my phone nor text (even to 150). No problems before switching. People cant call me, as it goes straight to voice mail (I missed important call from NHS due to that). I still receive text messages and voice mail texts. When I logged into my account it said that account is closed.  I chatted with EE guys and they said they have fixed it and I should wait 24 hours for this fix to work.
  3. I tried to buy a pack. It said that I’ve bought it but no minutes allowance is shown nor my account balance is charged.
  4. After those 24 hours situation is the same.
  5. Live chat does not show anymore - conveniently for EE 🙂 
  6. Roaming is switched on automatically apparently, so no option in my EE. 

Help! Somebody help! 🙂

 

1 SOLUTION

Accepted Solutions
by
EE Community Support Team
Solution

Re: Barred calls after changing to PAYG.

Hi @LucasW

 

The SIM will need to be in the UK on the EE network to activate, this is not something that can be done abroad. 

 

Katie

9 REPLIES 9
by Grand Master
Grand Master

Re: Barred calls after changing to PAYG.

@LucasW  Live chat is for contract customers only not pay-as-you-go and have you tried restarting the device. 

by
EE Community Support Team

Re: Barred calls after changing to PAYG.

Good Morning @LucasW

 

Welcome to the EE Community.

 

When your contract moved to pay as you go were you in the UK?

 

Please also try restarting your device as recommended by @Chris_B

 

Speak soon, 

 

Katie 🙂

by LucasW Investigator
Investigator

Re: Barred calls after changing to PAYG.

Yes, I have tried to restart my device many times. No joy. 

 

No, I was not in the UK, when my contract moved to PAYG. 

by
EE Community Support Team

Re: Barred calls after changing to PAYG.

Thanks for confirming this @LucasW

 

We recommend being in the UK on the EE network for the change to complete.

 

When did you speak with our online chat team?

 

When did your SIM move to pay as you go?

 

Katie 🙂

by LucasW Investigator
Investigator

Re: Barred calls after changing to PAYG.

I'm not going back to UK for another month or so and I really need that sim to work, as I need to be able to receive calls. 

 

I spoke with them on Wed or Thu last week. 

 

My sim moved to PAYG around 18th this month.

by
EE Community Support Team
Solution

Re: Barred calls after changing to PAYG.

Hi @LucasW

 

The SIM will need to be in the UK on the EE network to activate, this is not something that can be done abroad. 

 

Katie

by Grand Master
Grand Master

Re: Barred calls after changing to PAYG.

2. You need to call CS to delete your old MyEE contract a/c. Then you'll be able to create your new MyEE PAYG a/c with the same email addy & mobile no.

 

3. What exactly does texting AL to 150 report?

 

5. Live Chat is not available to PAYG.

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by LucasW Investigator
Investigator

Re: Barred calls after changing to PAYG.

That's not a good news.

 

What if I switch back again to sim only pay monthly (while still in Poland)? 

I presume that it will not work either.

 

Any ideas what I can do?

Send a sim card back to UK, ask a mate to put it in the phone, register on the network, then have it sent back again to Poland - will it work?

 

Thanks, @Katie_B 

by
EE Community Support Team

Re: Barred calls after changing to PAYG.

Hi @LucasW.

 

Switching back to pay monthly would also require being in the UK.

 

You could try sending the SIM back to the UK, it needs to activate on the EE network as mentioned above.

 

Jon

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