My phone isn't working abroad - please help

[Kasia34]

Hi, after moving to Poland I switched from  contract to pay as you go. While on contract my phone worked fine, now on pay as you go I cannot make a single phone-call or send any text messages. I have already complained about this and no-one seems to be able to help. The advice was to buy a data add on (500 MB - £3) but I can't do that! My phone will not send any messages (even to 150) or make any phone calls (even to 150 or any other EE number). I tried activating the bundle online but I cannot do that either. Can someone help please? I do not want to lose my number and I need my UK Phone for business. 

Many thanks,

Kasia

[Kasia34]

Just to add that customer services online confirmed that my sim was set up for roaming

[bristolian · Accepted solution]

All new PAYG SIMs need to be activated on EE's UK network, before roaming is auto-enabled for use abroad. This includes migrations from pay-monthly, after the 30day notice has been served.

Now that your SIM is a new PAYG one, it therefore needs usage in the UK before roaming is enabled. If you've not done this, it will not work abroad until it's first used on EE's UK network.

If CS have advised you otherwise, they are mistaken.

[Kasia34]

Thank you so much for your reply. You've managed to answer a question that no one else has been able to so far — I just wish I'd known this sooner. I also wish someone had informed me before I migrated my SIM from pay monthly to pay as you go, especially knowing that I lived abroad. And to make matters worse, I topped up a phone I now can't even use

[bristolian]

You should also be aware that PAYG phones are subject to the hibernation policy which requires chargeable usage at least once every 179days. After 9months your line will be terminated outright and your number lost.

https://community.ee.co.uk/t5/Pay-as-you-go/What-is-pay-as-you-go-and-flex-hibernation-and-how-do-I-... 

You mention not wanting to lose your number, so bear this in mind.

[Kasia34]

Any suggestions on how I could resolve the issue os that I do not use my number, please?

[bristolian]

Your SIM needs to be activated on EE's UK network, so either you need to do this or a friend/relative can do so.

If you're not returning to the UK within the next 6months, then you'll need to post the SIM to a trusted contact who can activate the SIM for you, incur chargeable usage and then return the SIM to you with roaming enabled.