Can’t call or make texts from vietnam to uk

[Ha72]

Hi I’m currently in Vietnam and will be here for sometime I receive text from EE stating I have not  any chargeable calls etc from my phone and I need to use it or it will hibernate or may even lose my number 

I topped my phone up and tried to send text but not sending and phone calls are not connecting so I can’t even call EE for help

i have turned on roaming and Wi-Fi calling and. Still nothing working 

please help

many thanks 

[bristolian]

On PAYG, roaming is not something you can turn on yourself. You may be confused with the "data roaming" menu option on your phone, which just refers to using mobile data whilst already roaming.

Does your phone show network coverage of a local network in your country? This is crucial to enable calls, texts & mobile data. Did you use that PAYG phone in the UK before travelling abroad? Have you used it abroad previously?

Roaming is auto-enabled on PAYG when a phone is first used in the UK, there is no other way.

[Schockwave]

@Ha72 , wifi calling will only work in the UK, not abroad and if you do not have enough credit, then you will not be able to use the phone as you need credit for the SIM card to work.

[Ha72]

My local network shows as Viettel which is local provider and my sim only contract with EE changed from monthly to pay as you go when I came to Vietnam so I did not use PAYG when the number swapped 

I have asked my daughter to call EE on my behalf but they won’t talk to her 

please help

[bristolian]

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@Ha72 wrote:

my sim only contract with EE changed from monthly to pay as you go when I came to Vietnam

I have asked my daughter to call EE on my behalf but they won’t talk to her 

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There's your problem. New PAYG SIMs need to be first used on EE's UK network before roaming is auto-enabled, there is no other way. A swap from pay-monthly counts as your PAYG SIM being new, therefore the only way you can enable roaming on your PAYG SIM now is to use it in the UK.

If you are not going to be returning to the UK before the 9month cutoff for PAYG hibernation, your only option will be to post the SIM to a trusted friend or relative in the UK, for them to activate the SIM, reset the hibernation clock and auto-enable roaming. Then post the SIM back to you.

If you are unable to get the SIM back to the UK intime for the 6month initial suspension, you have another problem in that CS will, quite rightly, only discuss account-specific issues with the account-holder. If your SIM breaches the 6month rule, only the account holder can contact CS to reactivate it before the 9month outright disconnection occurs.

[Ha72]

Why was I not advised this when I spoke to EE CS they knew I would be in Vietnam when it changed to PAYG?

My daughter will be returning to the uk in September if she took the sim and made a call when back in the uk will that fix the problem? 

but I have been receiving texts fine and the EE have stated that if I tipped up my account that is a chargeable activity and that would stop my phone going into hibernation 

I have just topped up today so in theory if I top up every couple months that keep my number alive until I can resolve the issue? 

thanks 

[bristolian]

I wasn't on the call you made with CS to request cancellation, so I don't know - you'd have to ask CS that. But did you specifically mention to the disconnections agent that you were travelling abroad on a long-term basis and taking your phone with you?

All the rest of your questions boil down to the hibernation policy, and where you sit on it - https://community.ee.co.uk/t5/Pay-as-you-go/What-is-pay-as-you-go-and-flex-hibernation-and-how-do-I-... 

[Schockwave]

@Ha72 ,yes, if your daughter returns to the UK and uses it to make a call, then that should fix the problem, as it will have been activated here in the UK first for it to be used abroad, and stop it going into hibernation.

[bristolian]

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@Schockwave wrote:

@Ha72 ,yes, if your daughter returns to the UK and uses it to make a call, then that should fix the problem, as it will have been activated here in the UK first for it to be used abroad, and stop it going into hibernation.

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...providing that occurs before the 6month rule kicks in....

[Ha72]

I have been told my number is not in hibernation and if I top up every month it will stay normal which I will do but…..

I cannot receive calls as i have asked friend to call me and he said it’s just silent 

so if I call CS myself from go through security from another number ( which will be quite costly as abroad) can they activate roaming for me ? 

thanks