topic Re: Mobile number recovery in Mobile Services

Mobile number recovery

Ahab326 — Tue, 25 Mar 2025 20:46:06 GMT

Hello, my number has been blocked due to a delay in paying for services and it is apparently being collected. Does EE have an email address to contact in addition to the contact number? Unfortunately, they have also restricted the purchase of services through the panel.

Re: Mobile number recovery

XRaySpeX — Tue, 25 Mar 2025 20:52:23 GMT

@Ahab326 : EE provides no email contact.

Once EE's received payment, it can take up to 24 hours to switch your service back on. However, most services are on within 2 hours. If you’re still not connected after 24 hours, please try restarting your device.

Re: Mobile number recovery

Ahab326 — Tue, 25 Mar 2025 21:00:07 GMT

Unfortunately, when I log into the ee app to make a payment, I get a notification that access to your services has been closed, and when I try to charge the SIM card through the charge code, the signal is blocked. Is there a solution to send the charge code there so that the payment can be made?

Re: Mobile number recovery

XRaySpeX — Tue, 25 Mar 2025 21:04:34 GMT

Dunno anything about charge codes but Try using Fast Payment online to pay by UK bank card. You don't need to login or register anything. All you need is your mobile no. & it doesn't remember your card details.

Re: Mobile number recovery

bristolian — Tue, 25 Mar 2025 21:06:19 GMT

What do you mean by a "charge code"? If you're referring to a text-based One Time Password (OTP), then no - this relies on SMS working.

The normal process with outstanding payments is that you initially have an outgoing call restriction applied, followed by your services being suspended before - eventually - disconnection. You allude to being in the "collections" process, which is EE -terminology for outstanding payments.

If your service has been suspended, that means access to the EE network will have been removed pending resolution. The natural & intentional consequence is that texts, calls & mobile data are not possible.

Re: Mobile number recovery

Chris_B — Tue, 25 Mar 2025 21:08:12 GMT

@Ahab326 You can not do anything via the sim as the sim has been blocked from accessing the network . You can make a payment via THIS

The sim will not allow a connection to the network not even for a payment. Blocked means exactly that.

Re: Mobile number recovery

Ahab326 — Tue, 25 Mar 2025 21:15:45 GMT

Yes, your advice was absolutely helpful. Do you also need a country code when you log in? Now all my services are disconnected. I entered the quick payment stage, but it does not connect me to the bank. Is it possible that the number has been collected?

Re: Mobile number recovery

Ahab326 — Tue, 25 Mar 2025 21:24:28 GMT

This is the error I am getting.

((We can’t load this information
Not your fault, it's ours. We’re working hard to fix it. Please try again.

Try Again))

Re: Mobile number recovery

XRaySpeX — Tue, 25 Mar 2025 21:35:58 GMT

You don't log in to anything. You can't use your SIM cuz it's been blocked. You just need a browser on any working device, such as you are using to get here, to make an anonymous payment.

Re: Mobile number recovery

Ahab326 — Wed, 26 Mar 2025 00:26:51 GMT

I received this notice, is it possible for you to send the bill to my email so I can make the payment? *********** This is my number

[Mod edit: Please do not share personal details as your posts are visible to the public. Thanks!]

Re: Mobile number recovery

Alex_H — Wed, 26 Mar 2025 10:14:30 GMT

Hi @Ahab326,

Thanks for visiting the EE Community

If the number has been fully cancelled as your image suggests rather than just suspended/restricted, at that stage it wont usually be possible to recover a number.

Have you spoken to one of our guides on 150 or 07953 966 150 from any other phone to check what the actual status of your number is?

Alex

Re: Mobile number recovery

XRaySpeX — Wed, 26 Mar 2025 10:21:11 GMT

No one will contact you from this user discussion group other than thro' the medium of these forums by posts such as this. Anyway we haven't the faintest idea who you are. You need to phone CS.

Re: Mobile number recovery

Ahab326 — Wed, 26 Mar 2025 10:43:10 GMT

Hi Alex. Thanks for the reply. No, I couldn't talk to your colleagues
because I'm traveling, I don't even have a network to make calls and I'm
using the hotel's wifi for email.

Re: Mobile number recovery

Alex_H — Wed, 26 Mar 2025 11:33:38 GMT

@Ahab326 If you have access to Wi-Fi you may be able to download Skype and call us free on +44 800 079 8586.

But if you are unable to currently it would be best to call us as soon as you can as this will be an issue that requires account access to give you a definitive answer on the status of your number.

Alex