topic Access lost, including all credit on PAYG in Pay as you go

Access lost, including all credit on PAYG

MrOrange — Mon, 11 Mar 2024 19:00:16 GMT

I've been with Orange(EE) since 1998, but I recently discovered that my phone was disconnected from the network, and that my credit was zero. The reason given was lack of use. Fair enough, but stealing my credit is a bit below the belt!

This is fine, but there is no way of receiving the four digit security code, which is alleged to have been sent to my mobile! How on earth can it have been - I'm disconnected!

This is daft, also most call centres don't finish for 6pm. I cannot get home in time and I'm working at all other times. I rely on this phone for 2FA as it's more secure to use a different device.

Re: Access lost, including all credit on PAYG

MrOrange — Mon, 11 Mar 2024 19:43:08 GMT

I tried ringing CS, but they said that neither my address or last 4 digits of my card matched their records. I distinctly remember using the same card and address to top up last time, so I've no idea what on earth is going on. I need this phone for crypto 2FA, otherwise I lose £10,000. Fantastic.

Re: Access lost, including all credit on PAYG

bristolian — Mon, 11 Mar 2024 20:19:50 GMT

You will need to proceed with CS' security checks, in order to reactivate your PAYG SIM.

Re: Access lost, including all credit on PAYG

MrOrange — Mon, 11 Mar 2024 20:21:13 GMT

Update: I have been able to top up using the same debit card details and my current address, which EE's Customer Service Representative said weren't valid. I knew I had given the right details and I've just proved it!

Re: Access lost, including all credit on PAYG

MrOrange — Mon, 11 Mar 2024 20:21:56 GMT

Thank you - I hope I'll find a better CSR next time!

Re: Access lost, including all credit on PAYG

XRaySpeX — Mon, 11 Mar 2024 22:54:42 GMT

Sounds like your PAYG SIM has gone into hibernation.

When did you previously 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 incl. any credit. That's in the T&C's which you would've agreed to.

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.