topic Re: Text message received from EE about importance of using phone (PAYG) in Pay as you go

Text message received from EE about importance of using phone (PAYG)

Glenn1234 — Tue, 21 Feb 2023 20:08:24 GMT

I am an EE PAYG customer. On 20 February 2023 I received a text message from EE, saying the following:-

"Hi, it seems quite a while since you last made a call, sent a text or used data. It's important that you use your phone otherwise you may lose your number as per our terms and conditions".

I am fully aware of the "hibernation" procedures. However, I had made calls on my mobile on 24 January 2023, and before that on 3 December 2022. I was therefore slightly puzzled to receive this text message from EE. Was the text message just intended as a gentle reminder, or did the calls which I made for some not reason count as "chargeable activity"? (they were both made to landline numbers, and were relatively brief in duration).

As it happens, after receiving the aforementioned text message from EE on 20/02/2023 I made some calls on my mobile, and also topped up my PAYG account, so I am assuming that this solves the problem, as this would presumably count as "chargeable activity". However, I was just seeking some reassurance or clarification as to why I received that text message from EE.

Best regards,

Glenn 1234

Re: Text message received from EE about importance of using phone (PAYG)

XRaySpeX — Tue, 21 Feb 2023 21:41:38 GMT

Not any ol' calls but the calls & texts need to be chargeable to keep it out of hibernation. It's not a matter of to where they were made but whether you paid for individually.

You need 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.

Re: Text message received from EE about importance of using phone (PAYG)

Glenn1234 — Tue, 21 Feb 2023 22:09:44 GMT

Thanks for your reply.

The call which I made on 24 January 2023 is listed under the "Usage" section on my "MyEE" account as a 'voice call' with a cost of £0.40. I don't currently have any Packs or Add-ons.

Interestingly, I sent a text message on my mobile on 22 December 2022, which was exactly 60 days before this recent text message from EE. So it looks like the call which I made on 24/01/2023 has, for some reason, not registered as "chargeable activity"?

Anyway, as I mentioned in my earlier post, I topped up my PAYG account on 20/02/2023, so that should address matters.

As I understand it hibernation is triggered after 179 days of no chargeable activity?

Thanks again for your help.

Best regards,

Glenn1234

Re: Text message received from EE about importance of using phone (PAYG)

James_B — Wed, 22 Feb 2023 08:17:00 GMT

Hi @Glenn1234,

Welcome to the EE Community. 🙂

That's right, hibernation is triggered after 179 days.

You'd also receive a final reminder via text before your service was disconnected.

James

Re: Text message received from EE about importance of using phone (PAYG)

Glenn1234 — Wed, 22 Feb 2023 09:29:10 GMT

Hi James,

Thanks for the information.

Regards,

Glenn1234

Re: Text message received from EE about importance of using phone (PAYG)

James_B — Wed, 22 Feb 2023 09:50:15 GMT

No problem @Glenn1234 🙂

James