topic Re: I think my line has gone on hibernation in Pay as you go

I think my line has gone on hibernation

Ali92 — Fri, 15 Nov 2024 07:10:57 GMT

Hello,

I've been abroad for 6 months now. I think my line has gone on hibernation. I've topped up but I still can't call or text. What can I do to get back these services?

Thanks

Re: I think my line has gone on hibernation

Ali_A — Wed, 13 Nov 2024 16:45:21 GMT

Hi @Ali92

Welcome to the Community.

Once your Pay as you go line has entered Hibernation, you'll need to call our Customer Service team to reactivate the line.

Contact Us | Help & Support - EE

Ali

Re: I think my line has gone on hibernation

Ali92 — Thu, 14 Nov 2024 11:12:43 GMT

Thanks Ali,

I can still receive calls and texts I just can't call. Even if I wanted to contact them I won't be able to. Is there another way?

Thanks

Ali

Re: I think my line has gone on hibernation

Ali_A — Thu, 14 Nov 2024 11:15:09 GMT

@Ali92

If you can still receive calls and texts, your line will not yet be in hibernation, there may be a different issue you're experiencing.

You'd need to call the Customer Service team from a different phone.

Are you in the UK at the moment or abroad?

Ali

Re: I think my line has gone on hibernation

Ali92 — Fri, 15 Nov 2024 02:06:23 GMT

I'm still abroad. Does my sim card have to connect to a UK tower to stay active? What's the time frame for this connection? I might still be abroad for another 2-3 months?

Thanks

Re: I think my line has gone on hibernation

Ali92 — Fri, 15 Nov 2024 02:09:58 GMT

Hello,

I'm having a similar issue but I've been abroad for a lot longer. I can receive calls and texts but I can't make calls or text. Does my sim card have to connect to a UK tower to stay active?

Thanks

Re: I think my line has gone on hibernation

XRaySpeX — Fri, 15 Nov 2024 06:01:35 GMT

@Ali92 : Not if it's already active abroad.

Where are you?

It sounds like you have no credit to make calls & texts when you can receive.

Re: I think my line has gone on hibernation

bristolian — Fri, 15 Nov 2024 08:32:55 GMT

If a PAYG line has gone into hibernation in the UK but otherwise has credit, all outbound calls are redirected to 150 in order to allow resolution. I've recently done this with a relative's phone, and the process worked.

Being abroad may add complications, in hindsight I would always recommend the phone should have been used prior to travelling to both check roaming and hibernation status. If necessary you can contact CS using another working phone, or a web-calling app such as Skype.

Re: I think my line has gone on hibernation

Ali92 — Fri, 15 Nov 2024 18:07:40 GMT

I spoke to EE customer service. They said my line was active and not in hibernation. They got me to buy on of the packs but it still doesn't work. It says calls are barred and texts not going through.

Could it be something else? I've had a chargeable activity on my line

Re: I think my line has gone on hibernation

Leanne_T — Fri, 15 Nov 2024 18:57:21 GMT

Hi @Ali92

Thanks for coming back to us.

Do you have signal showing on the phone?

Are you in the EU? If so, when you called did you buy a Roam like home add-on, or a subscription pack?

Thanks 🙂

Leanne.

Re: I think my line has gone on hibernation

Ali92 — Sat, 16 Nov 2024 20:53:24 GMT

I'm in Uganda. I always use my phone but this time I haven't used in almost 6 months. Customer service used my credit to buy the pack I have but it still doesn't work. Is there something about having to connect a UK cell tower every 6 months or your line gets blocked?

Thanks

Ali

Re: I think my line has gone on hibernation

bristolian — Sat, 16 Nov 2024 21:07:03 GMT

@Ali92 wrote:
Is there something about having to connect a UK cell tower every 6 months or your line gets blocked?

You asked this question yesterday at 2.09AM, and it was answered at 6.01AM - there is no such restriction.

Have you ruled out an issue with the specific local network you're connected to, by manually cycling through each available operator in turn?