topic Getting a cancelled number reactivated in Pay as you go

Getting a cancelled number reactivated

Jess1919 — Wed, 07 Aug 2024 12:00:04 GMT

Hi,

EE have cancelled my number that I have had for over 25 years even though it still had a fair amount of credit on it and I am so upset. I know it’s only a number but it’s an important one that my elderly parents are familiar with.

it’s happened to me once before and thanks to an incredible customer service guy I managed to get the number re activated.
this time everyone keeps telling me that the number has gone and one even had the cheek to tell me that I should have been more careful. I work abroad and sometimes don’t get the possibility of making sure my phone is still connected.

I have spoken to someone who has said that it it still rings or has a busy dial tone it means that it’s still around and not in quarantine so am begging for some help.

thanks

Re: Getting a cancelled number reactivated

Jess1919 — Wed, 07 Aug 2024 11:51:06 GMT

Hi, did you find a solution to this?

I am having the same issue after EE canceled the number that I have had for 25 years.

I managed to get it back once before a few years ago with the help of a really helpful EE customer service guy but this year I’m just bashing my head against a brick wall with the EE team.

Desperate for help

thanks

Re: Getting a cancelled number reactivated

bristolian — Wed, 07 Aug 2024 12:36:00 GMT

You only need to post once for a query, all your additional posts replying to other people's threads are all now in the same place.

It sounds like you're talking about a PAYG phone that's been hibernated for non-usage. The policy is outlined at https://community.ee.co.uk/t5/Pay-as-you-go/What-is-pay-as-you-go-and-flex-hibernation-and-how-do-I-stop-it/td-p/1198642

If you're in the 6-9month grace period, you can contact CS ASAP to get the line reactivated and credit restored. Text messages are sent to advise of this.

Re: Getting a cancelled number reactivated

Jess1919 — Wed, 07 Aug 2024 13:01:53 GMT

I have had that phone for 25 years, I don’t tend to look at the policy for something that has always been mine. I didn’t get a text message as I was abroad but looking at my messages now there still isn’t a message.

I tried talking to customer services yesterday and was stone walled.
So there is a 6-9 month grace period? That’s what I was told before and it defiantly hasn’t been that long as I last used the phone in august of last year so it won’t have been cancelled until at least 6 months after that surely?

Re: Getting a cancelled number reactivated

bristolian — Wed, 07 Aug 2024 13:12:14 GMT

@Jess1919 wrote:

So there is a 6-9 month grace period?

I posted a link in my previous reply. Read that link for an explanation of the policy.

Re: Getting a cancelled number reactivated

XRaySpeX — Thu, 08 Aug 2024 03:24:17 GMT

@Jess1919 : 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-chargeable 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: Getting a cancelled number reactivated

XRaySpeX — Thu, 08 Aug 2024 03:28:52 GMT

@Jess1919 : Your SIM entered hibernation in May this year. There's a 3 month grace period ending this month. So you might be able to get it back by calling CS.

Re: Getting a cancelled number reactivated

Jess1919 — Thu, 08 Aug 2024 08:12:34 GMT

Thank you so much for looking into this for me, I really appreciate it!
I have phoned EE but they just refuse to help saying that I have to go into a store for identification purposes which I can’t as I am away.

I have had that number for 25 years it is linked to every account I have ever had, every online store and every person I have ever met through my entire teen/adult life. I don’t understand how it can be recycled.

Re: Getting a cancelled number reactivated

Peter_W — Thu, 08 Aug 2024 08:19:44 GMT

Thanks for taking the time to explain that @Jess1919

Normally you would only be referred to a store if you were unable to pass account security with our team.

I completely appreciate the last thing you would want is to lose your number, but we're not able to make any exceptions with our security process.

Where is it you're visiting at the moment, and how long are you going to be away for?

Peter

Re: Getting a cancelled number reactivated

Jess1919 — Thu, 08 Aug 2024 08:50:53 GMT

Hi,

I’m currently in Italy and won’t be back until December. I can answer any question and send any document needed.

I recently had to do it with my bank so surely I can with a mobile provider.

Re: Getting a cancelled number reactivated

Peter_W — Thu, 08 Aug 2024 09:26:52 GMT

Thanks @Jess1919

If you're unable to get into a store, then our only other option for getting around security would be to send ID proofs and a new password request to our customer admin team.

I'm going to send you over a private message with a few more details.

Peter

Re: Getting a cancelled number reactivated

raccow — Mon, 09 Dec 2024 13:11:16 GMT

Hi Peter

I've got exactly this problem - I just spoke to a very nice customer service bloke who said the number has gone for good now but are they're any other steps I can take? Am pretty sure it hasn't been inactive for the 270 days or whatever it was.

Thanks for any info,

Rachel

Re: Getting a cancelled number reactivated

XRaySpeX — Mon, 09 Dec 2024 13:23:41 GMT

@raccow : Sounds like your PAYG SIM may have gone into hibernation due to non-use.

When did you previously make a chargeable action? 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: Getting a cancelled number reactivated

Samm187 — Thu, 21 Aug 2025 09:16:59 GMT

Hi, I really need a number back. It's been a few days since it was deactivated. I'm told there's nothing that can be done now, but your post says otherwise.

Re: Getting a cancelled number reactivated

Samm187 — Thu, 21 Aug 2025 09:27:06 GMT

So my question is, who do I speak to? I've spoken to 3 people in customer service, and they've been no help.

Re: Getting a cancelled number reactivated

bristolian — Thu, 21 Aug 2025 09:58:45 GMT

@Samm187 wrote:
Hi, I really need a number back. It's been a few days since it was deactivated. I'm told there's nothing that can be done now, but your post says otherwise.

Can you provide specific answers to the questions in that post... this matters.

If you are in the 3month grace period, you can reactivate. If you've gone beyond that, your number is gone.

Re: Getting a cancelled number reactivated

Samm187 — Thu, 21 Aug 2025 11:29:26 GMT

I made a chargeable text in January 2025. Is that too late? It got cancelled on the 18th August 2025. I also had credit on it.

Re: Getting a cancelled number reactivated

Peter_W — Thu, 21 Aug 2025 12:08:35 GMT

Good afternoon @Samm187.

Thanks for reaching out to us here on the Community.

If it was the 18th of July that this was placed into hibernation, then you would have 90 days from this point to contact us and restore the line.

If this was the cancellation date though, and the hibernation had already taken effect 90 days prior to this, then this would be past the point of being able to be recovered.

I would say this is unlikely if you're confident a chargeable text was made in January, but our team would be able to check all the dates for sure.

We don't have access to your account via these forums, but if you get back in touch, I would be explicitly asking about whether it's in hibernation or fully cancelled.

Peter

Re: Getting a cancelled number reactivated

XRaySpeX — Thu, 21 Aug 2025 12:17:32 GMT

@Samm187 : Then you've nearly 3 months (~87 days) to call CS to get you no. & credit back & reactivated as I advised in my Solution above.