05-09-2018 01:42 PM
Hi, I switched from a contract to pay as you go in January as I live abroad. Roaming has been enabled and my phone was previously working fine.
I'm now unable to make or receive calls or send texts for the last 2 days but my phone shows I have signal. This is despite the fact that I have credit and have an ongoing everything pack which won't expire for another 7 days.
When I log into my ee page it still shows my final bill from my contract and has no information about my pay as you go or my pack. I can't phone the helpline or text 150.
Any help would be much appreciated!
05-09-2018 02:53 PM - edited 05-09-2018 03:14 PM
EE products are intended for UK residents who do short trips/holidays abroad. So EE has a Stable Link policy that requires you to spend at least 2 months in the UK in any 4 month period to benefit from their roaming plans. You have been away for longer continuously. You should receive a text warning when you exceed that & you may be then cut off or have to pay a surcharge.
05-09-2018 03:01 PM
Welcome to the community.
I recommend contacting customer services from another phone to get some clarity on what has happened with your account specifically.
You can find contact details, including an international number, on our get in touch help page.
05-09-2018 03:09 PM
Hi, thanks for the response and sorry I wasn't clearer. I have a French sim which I use the majority of the time and really only use the ee sim when I'm back in the UK and to occasionally phone a UK number.
I was there last week for a while so bought the pack and as I have a few calls I need to make was planning on using it now I'm back in France.
I haven't received a warning message, but I have been told there are seven days left in my pack.
05-09-2018 04:09 PM
Sorry, but you have used the SIM in France if only occasionally while you pop back to the UK for short visits as I understand it.
Have you spent at least 60 days in the UK in the last 120 days?
05-09-2018 06:17 PM - edited 05-09-2018 06:18 PM
I suggest trying to connect to a different French network to see if the same thing happens, @Katikins:
|Apple||Settings > Carrier > Toggle Automatic OFF|
|Android||Settings > More Networks > Mobile Networks > Network Operators > Tap OK|
|Windows||Settings > Mobile Network > Network Selection > Tap on start manual search|
If it does or you're unable to try that, I recommend speaking to customer services.