topic Re: I have not signal on my phone in Mobile Services

I have not signal on my phone

egomiba — Sun, 08 Sep 2024 10:31:54 GMT

Hello, I have an issue with my pay us you go sim card and I have not signal so I can not call or even receive calls/messages

I had the same issue before and I used the chat to fix it, but the chat is not availed anymore and I need to recover my number as it is linked to UK VISA

I am currently in Spain so to go any shop or call is not an option as my phone number is not working

Could Someone can help, please? Thanks 🙂

Re: I have not signal on my phone

Chris_B — Sun, 08 Sep 2024 11:04:56 GMT

@egomiba When did you last use the SIM card ? Live chat isn’t available to PAYG customers so I don’t know how you managed this before

Re: I have not signal on my phone

Schockwave — Sun, 08 Sep 2024 11:07:02 GMT

Hello @egomiba ,

Welcome to the community,

Did you first use your SIM card in the UK to make a chargeable call or text? If not, then you will have to wait until you return to the UK, as it first needs activating here in the UK and make a chargeable call or text.

Chat is only for contract customers.

Re: I have not signal on my phone

egomiba — Sun, 08 Sep 2024 11:13:01 GMT

Thanks for the reply.

I used to have contract before but I am not sure If I was using PAYG when it happened before or not.. I just got help from the chat and it worked.

I think the last time I used it was last Christmas but I am not sure.. I still have some credit on it and looks like I have signal but I can not call.

Re: I have not signal on my phone

egomiba — Sun, 08 Sep 2024 11:14:49 GMT

Thanks for the reply.

I think I have owner this phone number with EE for over 8 years now.. it was contract and it is PAYG now..
I will be in UK next month but I will need to fix it before I will fly.

Thanks

Re: I have not signal on my phone

Schockwave — Sun, 08 Sep 2024 11:16:19 GMT

@egomiba , take a look here:

https://community.ee.co.uk/t5/Pay-as-you-go/What-is-pay-as-you-go-and-flex-hibernation-and-how-do-I-stop-it/td-p/1198642

Re: I have not signal on my phone

egomiba — Sun, 08 Sep 2024 11:20:28 GMT

Hello, looks like got into hibernation I will try to call from skype.

Thanks for the help

Re: I have not signal on my phone

Schockwave — Sun, 08 Sep 2024 11:22:44 GMT

@egomiba , you are welcome glad to help, hope you get it sorted ok, please let us know.

Re: I have not signal on my phone

egomiba — Sun, 08 Sep 2024 11:33:26 GMT

Amazing, I called using skype and it worked.

My phone number is back again, thanks so much

Re: I have not signal on my phone

Schockwave — Sun, 08 Sep 2024 11:42:15 GMT

@egomiba , glad you got it sorted , thank you for coming back and letting us know, enjoy Spain, went there two years running for summer holidays with my parents and siblings many years ago now.

Re: I have not signal on my phone

egomiba — Tue, 04 Nov 2025 09:34:44 GMT

Hello again, almost one year later.. same issue same solution! thanks again and signal is back 😄

Re: I have not signal on my phone

Michael_D — Tue, 04 Nov 2025 12:08:11 GMT

Hi @egomiba

I'm glad to hear you've been able to get this sorted again.

The SIM will go into hibernation if there is no chargeable activity for a period, but this can be avoided by using the SIM once for a chargeable activity once in a 6 month period, and will save you having to contact customer services again.

There is more on what is classed as chargeable activity on our What is pay as you go and flex hibernation, and how do I stop it page.

Michael