topic Re: Re: How to retrieve an old mobile telephone number in Pay as you go

Re: How to retrieve an old mobile telephone number

devanshanand354 — Thu, 19 Oct 2023 20:26:04 GMT

Hi i have this issue as well, i topped up 2 days ago and support said it reactivated my number, and yesterday they said i was able to order a new sim which i did and i have not gotten any notification about it.

Today i contacted support again and now they say theres no account linked to my email, Ive already added £5 how is this possible?

Re: Re: How to retrieve an old mobile telephone number

XRaySpeX — Thu, 19 Oct 2023 20:30:32 GMT

@devanshanand354 : Sounds like your PAYG SIM has gone into hibernation.

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.

Re: Re: How to retrieve an old mobile telephone number

devanshanand354 — Thu, 19 Oct 2023 20:31:45 GMT

I topped it up with £5 2 days ago

Re: Re: How to retrieve an old mobile telephone number

devanshanand354 — Thu, 19 Oct 2023 20:32:28 GMT

i accidentally pressed solution my bad

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Re: Re: How to retrieve an old mobile telephone number

XRaySpeX — Thu, 19 Oct 2023 20:33:31 GMT

Yes, but it had probably already gone into hibernation.

Re: Re: How to retrieve an old mobile telephone number

devanshanand354 — Thu, 19 Oct 2023 20:34:16 GMT

I only used the number 3 - 4 Months ago how would that be possible then?

and can i recover it?

Re: Re: How to retrieve an old mobile telephone number

bristolian — Thu, 19 Oct 2023 21:06:42 GMT

@devanshanand354 wrote:

I only used the number 3 - 4 Months ago how would that be possible then?

What did you use the number for, specifically? Was this a chargeable action, such as a chargeable call or text?

@devanshanand354 wrote:

and can i recover it?

If it is <9months from the last chargeable action, then CS can reactivate it by you calling them.

Re: Re: How to retrieve an old mobile telephone number

devanshanand354 — Fri, 20 Oct 2023 10:44:35 GMT

I did that and they said they were able to reactivate the number

Re: Re: How to retrieve an old mobile telephone number

Leanne_T — Fri, 20 Oct 2023 11:12:08 GMT

Hi @devanshanand354

Is the number reinstated now for you and working for calls, texts and data?

Leanne 🙂

Re: Re: How to retrieve an old mobile telephone number

devanshanand354 — Fri, 20 Oct 2023 11:13:47 GMT

Ive contacted support about ordering a new sim card as mines been broken, and i have not gotten any confirmation of it happening. I messaged them 2 days ago and i have not gotten any updates