topic Re: No Service in Pay as you go

No Service

mohd_alaa — Thu, 23 Nov 2023 21:05:00 GMT

I live in Belgium and had my phone working properly for months now. I use my number and everything is fine. I do not have an account linked to the telephone number unfortunately. I had no balance when the no service issue happened but have recharged it right away and the no service issue still exists. I recharged 5 pounds just to test and still nothing. I am not in the UK at the moment and I cannot link the app to the number because I am not receiving any text messages. I need to speak to someone in EE but the only way is through the community. Is there any possibility I can send an email or what is it I should do at this moment? I owned this number for 5 years and never experienced any issues whatsoever. Kindly if anyone can help me with this issue I will greatly appreciate it.

Re: No Service

Northerner — Thu, 23 Nov 2023 22:11:01 GMT

Hi @mohd_alaa

You can contact EE via Skype on wifi and the number in my signature. EE is a UK network with limited roaming as a benefit.

Thanks

Re: No Service

bristolian — Thu, 23 Nov 2023 23:05:16 GMT

You refer to charging, which tells me you're on PAYG. It's therefore also possible that your number has gone into hibernation due to lack of chargeable services.

The solution is the same - you need to contact EE CS to request your SIM is reactivated.

Re: No Service

mohd_alaa — Mon, 27 Nov 2023 18:23:05 GMT

I spoke to he customer service on Skype as instructed. Unfortunately they have disconnected it without any notification from their side. The CS representative says they have a confirmation that an SMS was sent to the number mentioning it was going to be cancelled. I never received anything on SMS except back in August mentioning welcome to EE in Belgium that is all. I do not know what to do and I seriously need the number back.

Re: No Service

James_B — Mon, 27 Nov 2023 18:46:02 GMT

Hi @mohd_alaa,

When did you last use a chargeable service on your EE number?

If it was over 273 days ago, it won't be possible to reactivate your account with the same number.

James

Re: No Service

mohd_alaa — Mon, 27 Nov 2023 19:09:57 GMT

Hi James,

I had not used it for more than half a year, but not more than 273 days .. But, to be honest with you, having the number for 5 years, there were times when I have not used it for a whole year and the service was never disconnected. That was in 2020 I am certain. And whenever I needed the number, the service was immediately available no questions asked. This year, it was not the same though. And I was never notified with any SMSs, that's the thing ..

Re: No Service

XRaySpeX — Mon, 27 Nov 2023 19:55:52 GMT

@mohd_alaa : Your PAYG SIM has gone into hibernation after such a long time of non-use.

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.