topic Re: Phone was reconnected. I topped up and not working. in Pay as you go

Phone was reconnected. I topped up and not working.

blueblue48 — Tue, 19 Sep 2023 10:58:02 GMT

My phone was disconnected but then EE reconnected the phone. I have since topped up, the email confirmation advised I could use straight away but I am unable to do so. Do I need to wait 24 hours or something?

Re: Phone was reconnected. I topped up and not working.

James_B — Tue, 19 Sep 2023 12:57:31 GMT

Hi @blueblue48,

Welcome to the EE Community. 🙂

Yes, please allow up to 24 hours for your SIM to be reconnected.

James

Re: Phone was reconnected. I topped up and not working.

blueblue48 — Wed, 20 Sep 2023 09:15:36 GMT

One more question. This is a pay as you go phone, but I have been advised it needs to be registered. My understanding is that this is not necessary. Please advise. It's been 24 hours and the phone still does not work and I have topped up with £30!

Re: Phone was reconnected. I topped up and not working.

James_B — Wed, 20 Sep 2023 09:19:53 GMT

Was your account in hibernation due to not being used for a while @blueblue48, or have you made an account change - such as moving to pay as you go from pay monthly?

James

Re: Phone was reconnected. I topped up and not working.

blueblue48 — Wed, 20 Sep 2023 09:21:50 GMT

Thanks James: It's not used a lot but every month, I'll send a text just to keep it active. No change to the account, it's always been pay as you go.

Re: Phone was reconnected. I topped up and not working.

James_B — Wed, 20 Sep 2023 09:25:42 GMT

Why was your phone/SIM disconnected @blueblue48?

James

Re: Phone was reconnected. I topped up and not working.

blueblue48 — Wed, 20 Sep 2023 10:01:39 GMT

No idea. There was ample credit on it. Like I said, it was 'used' on a monthly basis just to keep it active. Just tried to send another text and it's stuck in the outbox.

Re: Phone was reconnected. I topped up and not working.

James_B — Wed, 20 Sep 2023 10:24:43 GMT

Hi @blueblue48,

Your account wold only enter hibernation if there was no chargeable usage for 179 days or more.

As we're unable to determine the reason your account was suspended, I'd recommend contacting Customer Care who can access your account and get to the bottom of it for you.

They'll be happy to help. 🙂

James

Re: Phone was reconnected. I topped up and not working.

XRaySpeX — Thu, 21 Sep 2023 01:56:50 GMT

Sending a text from your pack is not enough to keep it alive. It needs to be a chargeable action.

When did you last use it for a chargeable action? EE PAYG SIMs are deactivated after 6 months of non-chargeable 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.

You don't need to register a PAYG no. in order to use it.