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?

kamranr — Thu, 02 Sep 2021 12:25:01 GMT

thanks, just found I silently lost a number I had for 20yrs.

it was used as a secondary line on my iPhone for inbound calls and emergencies.

"If you’ve had no chargeable activity on your account for 60 days, we’ll send you a text to make sure you’re still using the SIM card and you’d like to keep the account active."

- Nope, didn't get a message.

"After 269 days of inactivity we’ll send you a text to let you know the number will be disconnected within 24 hours."

- Nope, didn't get a message.

24k views of this post up to today, surely this is an easy fix before your customers lose their number?

Nice one EE. Top marks!

cc @Jon_K

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

Jon_K — Thu, 02 Sep 2021 13:24:42 GMT

Hi @kamranr.

Welcome to the community.

Did your SIM card have a signal and was it in an active phone?

Have you spoken to our Customer Care team to see if it is retrievable?

Jon

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

kamranr — Thu, 02 Sep 2021 13:36:41 GMT

Hi @Jon_K.

Did your SIM card have a signal and was it in an active phone?

- Yes, it had a signal and has been on a secondary line on my iPhone which is active

Have you spoken to our Customer Care team to see if it is retrievable?

- Yes, they say it is too late. I registered a complaint.

FYI - I've also made a complaint on the Ofcom site.

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

Jon_K — Thu, 02 Sep 2021 14:27:55 GMT

I' sorry to hear this, @kamranr.

If our Customer Care team are unable to retrieve the number, it won't be possible to get it back.

They may be able to launch an investigation to find out why this happened.

Jon

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

kamranr — Thu, 02 Sep 2021 14:33:07 GMT

thanks for reaching out, @Jon_K.

I'm not really bothered about an investigation unless I can retrieve my number, but I don't think that is possible now.