topic Re: Cancelled PAYG Sim in Pay as you go

Cancelled PAYG Sim

ma551ve — Mon, 02 Sep 2024 18:11:30 GMT

I received a Text advising my PAYG cancellation was being processed and has completed, and to contact 150 if I didn't request this. I didn't request the cancellation and 150 were unable to help. Is there any reason why the message is advising to contact 150 when they are unable to help?

Is there any department which can help retrieve the PAYG sim number? or an escalation process?

Thanks

Re: Cancelled PAYG Sim

bristolian — Mon, 02 Sep 2024 18:45:47 GMT

What is the exact wording of the message you've received? PAYG doesn't require disconnection in the same way as pay-monthly contracts do - you just stop using it.

Re: Cancelled PAYG Sim

ma551ve — Mon, 02 Sep 2024 18:49:17 GMT

Hi from EE. Your cancellation has been requested and will complete on 01/09/24. If you did not request this please ring 150. Please visit ee.co.uk/leaving for more information. Thanks.

I've also just found the following on a EE community post from an EE advisor

"After 269 days of inactivity we’ll send you a text to let you know the number will be disconnected within 24 hours.
After 273 days the number will be recycled and lost."

----

Did the agent from 150 give me correct advice?

Re: Cancelled PAYG Sim

XRaySpeX — Mon, 02 Sep 2024 20:28:59 GMT

If it is deactivation of a PAYG SIM after being hibernated for inactivity, like you described, then the user does not request its cancellation. It is just auto carried out by EE after 269 days.

Re: Cancelled PAYG Sim

ma551ve — Mon, 02 Sep 2024 22:39:17 GMT

So it's possible to request the cancellation to be undone after 269, as long as it's before 273 days? Or is that not possible?

If it's possible, please let me know who or which team to escalate this to please?

Thanks

Re: Cancelled PAYG Sim

Ali_A — Tue, 03 Sep 2024 07:35:27 GMT

Hi @ma551ve at 169 days the number will be permanently cancelled. Once it's cancelled it's not possible to reinstate it.

At 173 days is when we process it to be recycled.

You can find out more at Pay as you Go Hibernation

Ali

Re: Cancelled PAYG Sim

ma551ve — Tue, 03 Sep 2024 09:10:31 GMT

I'm assuming you mean 269 and 273 days?

In the article you've posted, the following is advised..

"If we don’t hear from you after 273 days we’ll assume that you no longer wish to keep your account and we will recycle the number and all credit remaining will be lost."

Who do I need to contact to discuss this further with please?

Re: Cancelled PAYG Sim

Ali_A — Tue, 03 Sep 2024 10:02:38 GMT

@ma551ve Sorry, that was 269 and 273.

You can contact Customer Care on 150 from any other working EE phone, or 07953966150 from any other phone. Contact Us

One possible option maybe waiting for the number to be released back into the available numbers pool, and then ask if it's available to take it on a new Pay as you go line.

Ali

Re: Cancelled PAYG Sim

ma551ve — Tue, 03 Sep 2024 10:05:26 GMT

I did speak to customer support on 150 yesterday after waiting for around 45 minutes, but the advisor I spoke to wasn't helpful at all. Felt like he didn't know what he was doing and had me on hold for a while.

Is there an escalation process for someone to contact me please?

Thanks

Re: Cancelled PAYG Sim

Ali_A — Tue, 03 Sep 2024 14:37:48 GMT

@ma551ve The quickest way to escalate your query would be through the Customer Care team. They will be able to pass this on for you immediately.

However as the Pay as you go line cancellation was completed on the 1st September, it'll be too late to reactivate the number.

Ali

Re: Cancelled PAYG Sim

ma551ve — Tue, 03 Sep 2024 14:49:26 GMT

Could you clarify the purpose of the advice from the link you provided?

"If we don’t hear from you after 273 days we’ll assume that you no longer wish to keep your account and we will recycle the number and all credit remaining will be lost."

This suggests to me that something can be done if it's before 273 days (after 269 days)?

Re: Cancelled PAYG Sim

Ali_A — Tue, 03 Sep 2024 15:23:32 GMT

@ma551ve Do you know which date you last made any chargeable activity on the line?

Ali