topic Re: recover a number please, , what i do?? in Pay as you go

recover a number please, , what i do??

brunopolvora — Mon, 30 Jan 2023 02:51:46 GMT

Good evening, I really need help and I don't know if it's possible to solve my problem or how to get in touch with them, I forgot to make the top up payment on my mobile EE card, and I think I haven't used it for 1 month this number, and now I went to make a call and I can't, the number doesn't appear in my EE account, I try to make a call or receive it, and nothing, the number no longer exists... how can I recover the number? I have the card, I want to make a top up... but on the website, in my EE account the number is no longer there... what do I do?
thanks

Re: recover a number please, , what i do??

brunopolvora — Mon, 30 Jan 2023 02:49:25 GMT

hello , Good evening, I really need help and I don't know if it's possible to solve my problem or how to get in touch with them, I forgot to make the top up payment on my mobile EE card, and I think I haven't used it for 1 month this number, and now I went to make a call and I can't, the number doesn't appear in my EE account, I try to make a call or receive it, and nothing, the number no longer exists... how can I recover the number? I have the card, I want to make a top up... but on the website, in my EE account the number is no longer there... what do I do?
thanks

Re: recover a number please, , what i do??

XRaySpeX — Mon, 30 Jan 2023 06:58:44 GMT

@brunopolvora : 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-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: recover a number please, , what i do??

Katie_B — Mon, 30 Jan 2023 07:51:41 GMT

Hello @brunopolvora.

Welcome to the EE Community.

Was your last top up one month ago? if yes, your number will not be lost due to hibernation.

Please give us a call on 0800 079 8586 free from any landline or provider so our customer care team can help further.

Katie

Re: recover a number please, , what i do??

brunopolvora — Mon, 30 Jan 2023 10:36:43 GMT

thank you very much, its done and resolved, i already have the number back, it really was in hibernation, i called the number you gave me, and it was solved.

thank you very much for you excellent work and assistance, good work and good week

😊👍

Re: recover a number please, , what i do??

Leanne_T — Mon, 30 Jan 2023 10:38:51 GMT

Thanks for coming back and letting us know this is now resolved @brunopolvora

Leanne 🙂

Re: recover a number please, , what i do??

brunopolvora — Wed, 22 May 2024 02:11:32 GMT

hello, i have the same problem now, what i do ? I called the same number and it says it no longer exists.. what do I do?
thanks

Re: recover a number please, , what i do??

XRaySpeX — Wed, 22 May 2024 02:26:58 GMT

Same as you did last time!