topic Re: Sim Apparently Hibernated in Pay as you go

Sim Apparently Hibernated

aw76 — Tue, 06 Feb 2024 20:11:37 GMT

Hello, my SIM card is apparently hibernated. I'm still within the 3-month period after 6 months of non-usage. I topped up £5, but I still can't make or receive calls or texts. What do I need to do?

Thank you so much

Re: Sim Apparently Hibernated

XRaySpeX — Tue, 06 Feb 2024 20:49:48 GMT

@aw76 : Call CS to get it reactivated.

Re: Sim Apparently Hibernated

aw76 — Tue, 06 Feb 2024 20:51:46 GMT

Thank you for your reply,

Is there any way to call them through web? Maybe Whatsapp or so? Because that's the only way I can call them if the Sim is locked...

Thanks!

Re: Sim Apparently Hibernated

XRaySpeX — Tue, 06 Feb 2024 20:57:14 GMT

Try calling CS on the Freephone no. in my sig. on Skype over WiFi.

Re: Sim Apparently Hibernated

bristolian — Tue, 06 Feb 2024 22:30:59 GMT

You can also contact CS using 07953 966150 from any working phone - it need not be an EE phone or even a mobile.

Re: Sim Apparently Hibernated

aw76 — Wed, 21 Feb 2024 18:23:11 GMT

Hello, sorry for not getting back earlier and thank you for the options provided.

At the end I went to a EE shop and I've been told that the only way to reactivate the number was to subscribe to a contract plan, £21 for 2GB pcm...

Re: Sim Apparently Hibernated

James_B — Wed, 21 Feb 2024 18:33:30 GMT

Hi @aw76,

Our Customer Care Team will be able to reactivate your pay as you go SIM if you give them a call on 07953 966 150.

Hope this helps. 🙂

James

Re: Sim Apparently Hibernated

aw76 — Wed, 21 Feb 2024 18:38:18 GMT

Thank you, SIM is working now, just having to subscribe to a contract as the apparently only way to reactivate the number was a bit strange!

Thank you!

Re: Sim Apparently Hibernated

XRaySpeX — Wed, 21 Feb 2024 18:54:01 GMT

You were conned by the shop into a meagre/expensive contract if your PAYG was still within the 270 days since the last chargeable action & was therefore possible to reactivate.

Re: Sim Apparently Hibernated

aw76 — Wed, 21 Feb 2024 19:04:02 GMT

Probably, it was 6 months!

Sad stuff.

Thank you for the support though!

Re: Sim Apparently Hibernated

bristolian — Wed, 21 Feb 2024 19:06:50 GMT

@aw76 wrote:

At the end I went to a EE shop and I've been told that the only way to reactivate the number was to subscribe to a contract plan

You have valid cause for complaint against the store staff who have misled you here.

Re: Sim Apparently Hibernated

aw76 — Thu, 22 Feb 2024 03:34:45 GMT

Thank you for your reply.

Yeah I believe that would be the case but hard to do it with a signed contract on their side. The whole thing sounded strange overall but I really needed to have my number back to function and that's the outcome, probably an easy commission for the shop's employee.

Also since the new contract has been issued I can't access My EE anymore as it says that I need to pop in a shop and show proof of ID... it was working till the afternoon before subscribing the "number saving contract". Anyone has any idea why?

I need to cancel that contract (21£ for 2GB pcm isn't a bit too much..?) and thought to do it through app, I'm not sure I wanna go in any other EE shop (I know they're not all the same but my trust has been a bit undermined) to ask about it so I'll try to call them if the ID stuff won't represent and obstacle.

Re: Sim Apparently Hibernated

XRaySpeX — Thu, 22 Feb 2024 03:42:21 GMT

The fact that the store was able to retrieve your no. for a contract proves that the PAYG SIM was only in hibernation & not completely lost.
You need to call CS to delete your old PAYG MyEE a/c & then you can set up your new contract MyEE a/c afresh, using the same mobile no. & email addy if desired. You can't mix them under MyEE.
As you ordered in-store you have no statutory "change-of-mind" right of return.

Re: Sim Apparently Hibernated

aw76 — Thu, 22 Feb 2024 18:52:24 GMT

Point one is very much true, gonna speak with CS and see what happens!

Thank you so much for your support all!