topic No Service and Mobile Number now not recognised in Archived Posts

No Service and Mobile Number now not recognised

Ex — Thu, 22 Jul 2021 14:51:16 GMT

Since yesterday I've had "no service", I've now tried to logon MyEE, it asks me to register my mobile number, but when I enter my mobile number I get this error:

"Sorry, you can only associate a number for an EE Consumer or Small Business plan.
If you're having trouble, call 150 from your EE phone. More ways to get in touch >"

I can't contact the 0800 number as it asks for my mobile number, which is now not recognised.

If I go to "MyEE --> Your Profile" it shows the contact number as my mobile number, but I'm not able to use this.

Why has my mobile number suddenly become "not recognised"? How do I go about resolving this?

Re: No Service and Mobile Number now not recognised

Profile closed — Thu, 22 Jul 2021 15:09:16 GMT

Hi @Ex

Welcome to the EE Community 🙂

When was the last time you used your phone to make a chargeable activity?

If you call freephone 0800 956 3146 you will get straight through to a advisor without the need to choose any options.

Thanks,

David.

Re: No Service and Mobile Number now not recognised

Ex — Thu, 22 Jul 2021 15:31:32 GMT

Thanks for the other number David, CS are unable to confirm security details, "no service" on the phone, so will have to take a trip to an EE store with photo-ID to hopefully sort out.

Re: No Service and Mobile Number now not recognised

Christopher_B — Thu, 22 Jul 2021 17:33:00 GMT

Hi @Ex

When was the last time you used your phone to make a call or send a text?

Thanks

Chris

Re: No Service and Mobile Number now not recognised

XRaySpeX — Thu, 22 Jul 2021 18:04:52 GMT

Sounds like it has gone into hibernation.

When did you last use it for a chargeable action? EE PAYG SIMs are deactivated after 6 months of non-use. You then have a further 3 months to call EE to reactivate it before it is lost completely.

You needed to make a chargeable action like making a chargeable call or text, topping up or buying a Pack or Add-on, not just using your mins, texts or data from your pack.