Hi Leanne,
Thanks for replying.
Yes, the line was changed to pay as you go, and I have had this number for more than 20 years.
This number is used for authentication for my banks, my businesses, and everything else important, so I need to keep this number urgently.
I was not told it needed to be activated in the UK before travelling. I was told it was working. The only thing I was told was that I needed to send a text within 90 days, and I have one day left of that period.
I am now in Egypt and need this resolved remotely.
Calling is not a workable solution. I have spent over £100 trying to contact EE from Egypt, have tried well over 100 times across four days, and your automated system does not recognise my keypad input when I press 1. I have even used three different phones to try to get through, but your DTMF system is not working from Egypt.
I only managed to get through once. During that call, I topped up £10 and was told the service was working, and that a message I sent while on the phone could be seen. That was not correct.
I have now also topped up an additional £5 and added data, but nothing on the platform, website or app will activate roaming or get the SIM working.
I believe the issue is that roaming was never properly activated when the account was moved to pay as you go, and I was not told this in the UK, despite explaining that I was travelling to Egypt.
Please escalate this to a team that can resolve it without requiring a phone call, either by web chat, email, direct callback, or through the complaints route.
I need EE to:
confirm whether the PAYG migration failed to activate correctly for roaming
remotely apply any activation or account settings needed
confirm the outcome in writing by email
address the cost and inconvenience caused by me being unable to access support from abroad
This needs to be resolved remotely as a matter of urgency. Telephone support is not possible in my situation.
Thanks,
Nigel
[Mod edit - personal details removed, please don't share these in public]
