topic Re: Phone number disconnected? in Pay as you go

Phone number disconnected?

SH1988 — Wed, 03 Jul 2024 16:09:42 GMT

Hi everyone.

I got a text saying because I haven’t used my phone to make a call/text in months my number is being disconnected and to ring 150 to discuss.

I moved to the US and so only use this every few months when I’m back in the UK.

When I got through to a person they said that it would be okay as long as I make a call when I am back in the UK in a week, then the call got disconnected.

Can anyone verify this please?

I know I should more regularly use my UK phone but I have a US one so don’t.

Any help appreciated.

Re: Phone number disconnected?

XRaySpeX — Wed, 03 Jul 2024 16:16:35 GMT

Your PAYG SIM has gone into hibernation due to a 6 months period of non-use. You might be able to get it back by calling CS. Topping up now is too late.

EE PAYG SIMs are deactivated after 6 months of non-chargeable use. You then have a further 3 months period of grace 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: Phone number disconnected?

SH1988 — Wed, 03 Jul 2024 16:38:29 GMT

Thanks for your reply, I can appreciated it going into hibernation, 6 months is a fair amount of time. I would have last used it at Christmas.

When I called EE the guy said as long as I make a call when back in the UK (which is next week) I should be good.

I also just now texted a UK number and my credit was definitely used for something as it went down.

Would this be enough to stop the disconnect?

Thank you

Re: Phone number disconnected?

SH1988 — Wed, 03 Jul 2024 16:42:27 GMT

I am in the exact same issue as the OP, I called EE and the guy said as long as I made a chargeable call it would be okay. I just texted a UK number now and my credit in my balance has definitely been deducted, do you think that is enough for now to stop my number being deactivated?

Thank you

Re: Phone number disconnected?

bristolian — Wed, 03 Jul 2024 16:47:27 GMT

PAYG requires a chargeable call or text at least once every 6 months.

Doing so should prevent hibernation.

Re: Phone number disconnected?

XRaySpeX — Wed, 03 Jul 2024 17:00:53 GMT

The EE guy you spoke to is mixing hibernation up with something else, roaming when SIM not used in UK beforehand.

Now your SIM has been placed into hibernation you won't be able to make a call in UK to reactivate it.

Re: Phone number disconnected?

SH1988 — Wed, 03 Jul 2024 17:32:22 GMT

So how is it using my credit if my account is in hibernation?

Re: Phone number disconnected?

XRaySpeX — Wed, 03 Jul 2024 17:51:26 GMT

If you are able to send texts it can't be in hibernation and so you must have done something chargeable to it after Xmas. You must have made a chargeable action in the last 6 months since February.

Re: Phone number disconnected?

SH1988 — Wed, 03 Jul 2024 19:03:23 GMT

Okay good, thanks for your help.

Re: Phone number disconnected?

XRaySpeX — Wed, 03 Jul 2024 19:07:24 GMT

Thanks! You're welcome 🙂 ! Glad I could be of assistance & trust it is now sorted.

Re: Phone number disconnected?

Christopher_G — Thu, 04 Jul 2024 06:54:48 GMT

Hi @SH1988

Yes, a chargeable text message would stop the account from going into hibernation. 🙂

Chris