topic Re: Get disconnected number back in Pay as you go

Get disconnected number back

Pipsterlaroo — Mon, 23 Dec 2024 09:58:35 GMT

I am extremely angry as I just got back to the UK from being overseas and my number has been disconnected. I've tried to use it regularly and never had this problem before, I was home last year for 3 months so consistently using it throughout that time.

Anyway, EE are completely unhelpful and basically said there's nothing they can do, but I've checked online and I don't think anyone else has the number. I've tried texting and calling it and it seems like it's definitely not in use yet. So is there any way I can get it back?! Even with a different provider where you choose the number or with a new SIM from EE. I don't care how or if I have to pay but I need this specific number. It is connected to everything I use in the UK and I have had this same number my entire life since I first ever had a phone!

I use it for two-factor authentication, for my bank, for my student loans, everything. I know I used it in April 2024 so it's not been that long, it was disconnected in July 2024 according to EE, which is odd when I used it in April.

Is there anyone I can call to try to get it back? Is it with Ofcom?

Any advice much appreciated thank you!

Re: Get disconnected number back

Northerner — Mon, 23 Dec 2024 10:04:38 GMT

Hi @Pipsterlaroo

Please read EE hibernation policy:

https://ee.co.uk/help/mobile/manage-use/pay-as-you-go/pay-as-you-go-credit-run-out-when-i-havent-made-calls

You can complain below but if you haven't made any chargeable calls or text then the number will now be dead.

https://ee.co.uk/help/contact-ee/complaint

Thanks

Re: Get disconnected number back

Chris_B — Mon, 23 Dec 2024 10:04:43 GMT

@Pipsterlaroo

it’s got nothing to do with Ofcom and they don’t hold your number,

You might want to read THIS

Re: Get disconnected number back

XRaySpeX — Mon, 23 Dec 2024 10:20:24 GMT

How did you use it in April? You gotta spend money on it to keep it out of hibernation.

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: Get disconnected number back

Pipsterlaroo — Mon, 23 Dec 2024 11:24:21 GMT

Ok thanks. Kinda knew all this from calling EE, super frustrating they don't send an email to the address attached to your account though, I would've immediately sorted it if I'd seen that.

I just don't understand if no one new has the number (which they don't, texts and call don't go through so it's not currently in use), why can I not pay to get it back? Even if EE no longer own it can I not pay to get it on a new SIM?

Re: Get disconnected number back

XRaySpeX — Mon, 23 Dec 2024 11:33:32 GMT

It's been put in quarantine for a longish period so that the next owner isn't besieged by calls thinking it's you.

Re: Get disconnected number back

Pipsterlaroo — Mon, 23 Dec 2024 12:04:35 GMT

So like there's no way for me to get it out of quarantine?! Lol

I will pay or do whatever needs to be done to get it back

Re: Get disconnected number back

bristolian — Mon, 23 Dec 2024 12:09:16 GMT

@Pipsterlaroo wrote:

Kinda knew all this...super frustrating they don't send an email to the address attached to your account though, I would've immediately sorted it if I'd seen that.

It could easily be argued that text messages to the phone in question are the most visible means of warning hibernation. I've got a spare EE-PAYG line that I proggle roughly every 160-days (diarised) and those SMS are consistent.

And no, this isn't a matter of paying or otherwise. It's a process issue, once a number is disconnected then it's returned to the quarantine pool where it remains until being reissued some time later.

5months have passed since your line was disconnected.