topic Re: Number cancelled while abroad in Pay as you go

Number cancelled while abroad

Geoege106 — Wed, 11 Dec 2024 13:53:53 GMT

Hi,

I am currently abroad (for an extended time) and need to keep my number so have been topping up and spending credit by receiving texts for security on my phone. I recently received this:

Hi, as you haven't made a chargeable call/text or used data for six months, you will now lose any remaining credit (as per our terms and conditions). Your number will also be disconnected in the next three months and we'll text you beforehand to let you know. Please call us on 150 if you would like to discuss this.

I have topped up again as I need to receive texts but it only shows top up amount on the app and I cant receive messages. I can’t see a way to contact ee via chat etc in app and can’t easily call from abroad. What can I do to keep my number and my top up to be active without calling? Thanks, George

Re: Number cancelled while abroad

David — Wed, 11 Dec 2024 13:57:35 GMT

Hi @Geoege106

Welcome to the EE Community,

unfortunately you will need to call 00447953266150 a EE guide will be able to reinstate your service for you.

Thanks

David

Re: Number cancelled while abroad

Schockwave — Wed, 11 Dec 2024 13:59:01 GMT

Hello @Geoege106 ,

Welcome to the community,

You should check here:

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

Re: Number cancelled while abroad

XRaySpeX — Wed, 11 Dec 2024 14:29:39 GMT

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.

You weren't spending credit by receiving texts. They are free to receive worldwide.

It is too late to top-up now once it has gone into hibernation.