topic Re: PAYG SIM inactive, reactivated, previous balance disappeared in Pay as you go

PAYG SIM inactive, reactivated, previous balance disappeared

timeforacatnap — Mon, 23 Sep 2024 10:25:44 GMT

TL;DR - my PAYG SIM deactivated due to limited usage, I'm abroad, but travel back to the UK annual and try to keep this SIM live. I called to reactivate, but my previous balance, which was substantial has disappeared (it says 'closing adjustment' and -£xxx, the amount i had in credit) - ** How can i get this amount back?**

i tried to call, but i was on hold for so long, my local sim card here in asia ran out of credit whilst i was on hold. I'm so frustrated.

Re: PAYG SIM inactive, reactivated, previous balance disappeared

Christopher_G — Mon, 23 Sep 2024 13:27:38 GMT

Hi @timeforacatnap

Welcome to the community.

This is something that you need to speak with our Mobile Care team about. I know of other users in a similar situation abroad that used a VoIP service, such as Skype, to contact us.

Chris

Re: PAYG SIM inactive, reactivated, previous balance disappeared

timeforacatnap — Mon, 23 Sep 2024 13:37:30 GMT

Hi @Christopher_G - thanks for your response, are you able to refer me to someone on that Mobile Care team that i may try and get a VoIP solution in place to speak with them?

Re: PAYG SIM inactive, reactivated, previous balance disappeared

Christopher_G — Mon, 23 Sep 2024 13:40:42 GMT

Sorry, @timeforacatnap

I just meant you could use something like Skype to call one of the contact numbers on our contact us page.

Chris

Re: PAYG SIM inactive, reactivated, previous balance disappeared

timeforacatnap — Mon, 23 Sep 2024 13:45:43 GMT

I see. thanks.

are you able to tell me how frequently (and how much) i should topup my account or perform activity in order for my number to remain active?

thanks in advance.

Re: PAYG SIM inactive, reactivated, previous balance disappeared

Christopher_G — Mon, 23 Sep 2024 13:47:37 GMT

Yeah, of course, @timeforacatnap

Take a look at this 'What is pay as you go and flex hibernation, and how do I stop it?' help page. It explains it all. 🙂

Chris

Re: PAYG SIM inactive, reactivated, previous balance disappeared

XRaySpeX — Mon, 23 Sep 2024 23:03:02 GMT

@Christopher_G : I should not suggest calling any of your contact nos. over Skype. Only the UK Freephone nos. are free to call & don't involve the paraphernalia of setting up a Skype a/c & loading it with credit.

Re: PAYG SIM inactive, reactivated, previous balance disappeared

XRaySpeX — Mon, 23 Sep 2024 23:08:31 GMT

As your a/c shows a 'closing adjustment' your PAYG SIM has already gone thro' hibernation & the following period of grace due to non-use & has since been deactivated & completely lost.

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: PAYG SIM inactive, reactivated, previous balance disappeared

timeforacatnap — Tue, 24 Sep 2024 00:12:57 GMT

Last use was around Feb when i was in edinburgh. which is also when i topped up last.

The number seems to be reactivated now, since i'm receiving text messages from EE and i managed to topup an additional 10quid.

so, have i lost the previous balance completely? is there any way i can get it back?

Re: PAYG SIM inactive, reactivated, previous balance disappeared

XRaySpeX — Tue, 24 Sep 2024 01:20:50 GMT

If it's been reactivated after hibernation you should have had your balance reinstated.

Re: PAYG SIM inactive, reactivated, previous balance disappeared

timeforacatnap — Tue, 24 Sep 2024 01:53:59 GMT

Thats the issue... it says its been reactivated, but the balance was not reinstated, which is why I'm trying to find some response/ contact here, given i'm abroad and waiting 30min-1hour on the customer helpline isn't ideal

Re: PAYG SIM inactive, reactivated, previous balance disappeared

XRaySpeX — Tue, 24 Sep 2024 02:03:29 GMT

All you can do is call CS. We can't have assess to your specific a/c.