topic Re: Topping up in the USA, then no service on return to UK in Pay as you go

Topping up in the USA, then no service on return to UK

Longboat1 — Tue, 11 Jun 2024 12:11:19 GMT

Topped up20 pound package in USA before coming to UK today. Account says I have that credit, but when I try to make a call am told insufficient credit.

Re: Topping up in the USA, then no service on return to UK

Katie_J — Tue, 11 Jun 2024 12:59:07 GMT

Hi @Longboat1.

Thanks for coming here.

Have you used your SIM before in the UK or would this be the first time?

Katie

Re: Topping up in the USA, then no service on return to UK

Longboat1 — Tue, 11 Jun 2024 14:59:18 GMT

Yes, I’ve used every year for many years with no problem until now.

Re: Topping up in the USA, then no service on return to UK

James_B — Tue, 11 Jun 2024 15:10:28 GMT

When did you last use the SIM, @Longboat1?

Do you get a response if you text BALANCE to 150?

James

Re: Topping up in the USA, then no service on return to UK

Longboat1 — Tue, 11 Jun 2024 15:36:16 GMT

Says Not delivered.

Re: Topping up in the USA, then no service on return to UK

James_B — Tue, 11 Jun 2024 15:45:00 GMT

When did you last use it, @Longboat1?

If it was a while ago, your account may be in hibernation.

James

Re: Topping up in the USA, then no service on return to UK

Longboat1 — Tue, 11 Jun 2024 16:10:16 GMT

Never happened before but always a first time! EE recognized my account and took my 20 pounds for a pkg. in fact txt confirms I have 20 credit. Tried HELP on 150, but not delivered. I guess I’ll have to go the EE shop tomorrow.
Thanks.

Re: Topping up in the USA, then no service on return to UK

James_B — Tue, 11 Jun 2024 16:26:06 GMT

If your last chargeable action was over 179 days ago, your account will be in hibernation @Longboat1

Please see What is pay as you go and flex hibernation, and how do I stop it? - The EE Community for more information.

James

Re: Topping up in the USA, then no service on return to UK

Longboat1 — Thu, 13 Jun 2024 12:16:49 GMT

You were correct. Went to EE shop yesterday. SIMs now unusable and unable to retrieve credit of 20#. Bought new SIMs. I think over the years I had thought to switch on sometime during our 8 months of the year in the USA, but old age caught up and I forgot this time. Many thanks for your helps off my account.

Oh, another thing: how do I get the old number off my online account? I can't see how to delete it.

Re: Topping up in the USA, then no service on return to UK

Longboat1 — Thu, 13 Jun 2024 13:39:52 GMT

how do I delete a no longer usable SIM from my account and add replacements?

Re: Topping up in the USA, then no service on return to UK

Leanne_T — Thu, 13 Jun 2024 14:56:33 GMT

Hi there @Longboat1

Thanks for coming back to us.

If you give us a call on 150, the team will remove the previous numbers registered so you can link your new number and view all the details 🙂

Leanne.