topic Re: Re: What is pay as you go and flex hibernation, and how do I stop it? in Archived Posts

Re: What is pay as you go and flex hibernation, and how do I stop it?

Po0oley — Sat, 13 Mar 2021 19:17:21 GMT

Have not used my SIM for just over 6 months due to Covid, how do I get it put of hibernation?

Re: Re: What is pay as you go and flex hibernation, and how do I stop it?

Po0oley — Sat, 13 Mar 2021 19:27:51 GMT

I have just noticed, that the SIM card used data I'm the last 20 days. So it should still be active - correct?

I use this SIM in a tracker connected to my car, so each time it moves it sends data.

I logged onto my account and thought it may need topping up, so I have just stuck a fiver on it, but it is still not working. To test the sim I put the card into a different phone and it is unable to send or receive texts? My app is saying there is £7 in and also it has 9MB left?

Any suggestions?

Re: Re: What is pay as you go and flex hibernation, and how do I stop it?

XRaySpeX — Sat, 13 Mar 2021 20:32:40 GMT

No, @Po0oley, it is not using data that keeps it out of hibernation but the actual moment of buying of the data in the form of a pack or add-on.

To get it out of hibernation after 6 months of non-chargeable use, you need to phone CS.

Re: Re: What is pay as you go and flex hibernation, and how do I stop it?

Po0oley — Sat, 13 Mar 2021 20:58:54 GMT

What times are they open?

Also, I have just found the last text I sent on the device, it was 27th August 2020, so 198 days, and it is showing that it went off almost 19 days ago. So this is the problem.

I have just stuck a fiver on it so I hoe I don't loose that.🙂

Re: Re: What is pay as you go and flex hibernation, and how do I stop it?

XRaySpeX — Sat, 13 Mar 2021 21:10:36 GMT

Yes, you've passed the 179 days since you last spent money on it.

CS is open most days 8am to 9pm. Closes 8pm on weekends.

Re: Re: What is pay as you go and flex hibernation, and how do I stop it?

Po0oley — Sat, 13 Mar 2021 21:26:12 GMT

Many thanks. I now know the reason,I will call them tomorrow to fix the issue and then stick a reminder to send a text every couple of months to keep it going

Re: Re: What is pay as you go and flex hibernation, and how do I stop it?

Po0oley — Tue, 16 Mar 2021 09:46:53 GMT

This has not actually fixed the problem, CS are saying the SIM card is now unblocked but I am still unable to use it. I have transferred the SIM into a phone and it still does now work, I try to send a text and the phone is saying 'operator determined barring'

I don't know what else to do now?

Re: Re: What is pay as you go and flex hibernation, and how do I stop it?

Leanne_T — Tue, 16 Mar 2021 09:50:17 GMT

Hi @Po0oley

Thanks for coming back to us.

Are you in the UK at the moment?

Leanne 🙂

Re: Re: What is pay as you go and flex hibernation, and how do I stop it?

Po0oley — Tue, 16 Mar 2021 12:05:39 GMT

I am in the UK,

Re: Re: What is pay as you go and flex hibernation, and how do I stop it?

Leanne_T — Tue, 16 Mar 2021 12:36:41 GMT

Thanks @Po0oley

Are you able to make calls from the SIM?

Leanne.

Re: Re: What is pay as you go and flex hibernation, and how do I stop it?

Po0oley — Tue, 16 Mar 2021 12:53:54 GMT

It would not allow me to make a call, however it did tell me that the SIM is blocked and to unblock press 1. I did that and it said my phone should be back on in 1 hour.

Let's hope this works. I wish someone had said this part earlier. I will post back in am hour or so

Re: Re: What is pay as you go and flex hibernation, and how do I stop it?

Leanne_T — Tue, 16 Mar 2021 13:01:58 GMT

Let me know how you get on @Po0oley

Leanne.

Re: Re: What is pay as you go and flex hibernation, and how do I stop it?

Po0oley — Tue, 16 Mar 2021 16:16:09 GMT

It said it should be on after 1 hour but could take up to 4 hours. It will be four hours soon so will try it again and let you know. But at the moment it is still blocked

Re: Re: What is pay as you go and flex hibernation, and how do I stop it?

Alex_S — Tue, 16 Mar 2021 16:44:57 GMT

Hi @Po0oley,

Is your SIM card up and running?

Have you received a SIM update in the form of a text message from EE?

You could try turning your phone off and on again to see if this comes through if you haven't received it already.

Alex 🙂

Re: Re: What is pay as you go and flex hibernation, and how do I stop it?

Po0oley — Tue, 16 Mar 2021 17:59:09 GMT

EE might have sent a text but I can't receive anything yet.

I have just tried the phone again and still no joy. I get the same message that the SIM is disabled and to press 1 to fix. I press 1 and then get the message that the problem is fixed but could take up to 4 hours to sort itself out. That was at 12.42 so I have gone past the 4 hour mark.

I have switched off the phone and even tried it in an old Blackberry to see if the phone was being all funny on me.

But no luck no matter what I try

Re: Re: What is pay as you go and flex hibernation, and how do I stop it?

Alex_S — Tue, 16 Mar 2021 18:10:42 GMT

Hi @Po0oley,

Thanks for getting back to me. If the SIM had updated you would have received the text as it would activate it.

Any changes to your account could take up to 24 hours.

I would recommend calling our customer care team to check your account and to see if the SIM can be reactivated manually

Alex 🙂