topic Re: Number disconnection on pay as you go phone help in Pay as you go

Number disconnection on pay as you go phone help

Sunny005 — Sun, 09 Jun 2024 11:39:57 GMT

I am deaf and have a pay as you go mobile I use which number I want to keep. Reposting as not sure in right forum

I received the text from EE saying as I haven’t made a chargeable call/text or used data for six month, I will lose any remaining credit. My number will also be disconnected in the next three months.

i topped up my phone and my balance is now £20 and can still send text etc.

does this restore my number or do I have to call to restore on 150? If so, do I pick option 3 (technical support) or option 4 (sales and upgrades pac code)

Could I go into a EE shop and have them help me or would they not be able to help in store?

Re: Number disconnection on pay as you go phone help

Sunny005 — Sun, 09 Jun 2024 11:37:48 GMT

I am deaf and have a pay as you go mobile I use which number I want to keep.

does this restore my number or do I have to call to restore on 150? If so, do I pick option 3 (technical support) or option 4 (sales and upgrades pac code)

Could I go into a EE shop and have them help me or would they not be able to help in store?

Re: Number disconnection on pay as you go phone help

Chris_B — Sun, 09 Jun 2024 11:49:13 GMT

@Sunny005 If is gone in to hibernation topping up doesn’t get it out of hibernation you can select option 3 to speak with customer services

Re: Number disconnection on pay as you go phone help

Sunny005 — Sun, 09 Jun 2024 12:17:47 GMT

Thank you for your response. How do I know if it’s gone into hibernation? I can still make and receive calls

Re: Number disconnection on pay as you go phone help

Katie_B — Sun, 09 Jun 2024 13:03:35 GMT

Hi @Sunny005.

It's great to hear you can still make and receive calls, this means your SIM is not in hibernation.

Please be sure to let us know if you receive this text again.

Katie

Re: Number disconnection on pay as you go phone help

Sunny005 — Sun, 09 Jun 2024 13:05:41 GMT

So does this confirm I won’t lose my number within 3 months?

Re: Number disconnection on pay as you go phone help

Sunny005 — Sun, 09 Jun 2024 13:25:46 GMT

Would I be able to go into a EE shop to get them to sort out me keeping my number?

Or would I be able to still get a pac code so I can definitely keep my number with a different network?

Re: Number disconnection on pay as you go phone help

Katie_B — Sun, 09 Jun 2024 13:33:53 GMT

Of course @Sunny005.

Our customer care team in store will be happy to help.

Katie

Re: Number disconnection on pay as you go phone help

XRaySpeX — Sun, 09 Jun 2024 15:21:58 GMT

@Sunny005 : It is believed that these hibernation msgs are being sent out in error but best to check with CS the status of your PAYG SIM.