topic I've topped up a what I think is a de-activated phone but it remains de-activate in Pay as you go

I've topped up a what I think is a de-activated phone but it remains de-activate

NCGranary — Fri, 07 Feb 2025 10:30:48 GMT

I have a PAYG phone which is just used for my disabled Sister. This is to control excessive calls to my daily pay monthly EE phone. It is mostly used to receive calls. I think due to lack of chargeable calling it may have gone into de-activated mode. I've topped it up recently and EE took the money but it still will not reactivate. It's not possible to call out even to 150 on the affected phone, if I use another phone to 150 its impossible to get through to an options or person that can resolve this.

How can i reactivate it ?

Alternatively how can I get my top up money back ?

I can understand the deactivation , I guess it's in the terms and conditions but taking the money for a dead phone is rather poor service. I await a resolution otherwise I'll take away my and my wife's PM phones from EE.

Re: I've topped up a what I think is a de-activated phone but it remains de-activate

Christopher_G — Fri, 07 Feb 2025 10:36:39 GMT

Hi @NCGranary

Welcome to the community.

I'm really sorry to hear that the phone is deactivated, and the money was taken. If you give us a call on 150 from your pay monthly phone, just follow the options for billing queries or technical support. Once you get through, explain to them that the call is regarding a different phone. They'll then be able to bring up that account and transfer the call to the correct department, if needed.

I hope you get it sorted. Please keep us updated with what happens.

Chris

Re: I've topped up a what I think is a de-activated phone but it remains de-activate

NCGranary — Fri, 07 Feb 2025 10:59:08 GMT

Hello Chris

Thank you for your prompt reply.

I've tried twice on 150 from my PM to billing and technical but after rather a lot of menus and automated selection options I've never quite won the lottery and reached an actual person. I did get a txt telling me my line was OK (obviously as I was on it) and another telling me my balance but no human unfortunately.

Please suggest another cunning plan.

And if I may be so bold as constructive feedback please put a check on PAYG top ups, so they cannot be made to de-activated numbers.

One other way out is EE promise to give £15 to a charity of your choice ( the amount that EE have stolen on my dead end top-ups)

Regards

Nick

Re: I've topped up a what I think is a de-activated phone but it remains de-activate

Christopher_G — Fri, 07 Feb 2025 11:20:22 GMT

If the pay as you go SIM has recently become deactivated, the Customer Care team should be able to activate it and re-instate the credit, @NCGranary

Try these options: Option 2 > Option 1 >Option 1 >Option 1 > Option 1 > Option 3. It should get you through to a billing guide who can help you.

Chris

Re: I've topped up a what I think is a de-activated phone but it remains de-activate

bristolian — Fri, 07 Feb 2025 11:20:52 GMT

You should be able to dial out from a hibernated PAYG phone to 150, it's intended that way for precisely the scenario you are in. If you have to call from another phone, then just use whatever menu options are necessary to get past the IVR - treat it as trial & error, calling a few times if needs be.

Re: I've topped up a what I think is a de-activated phone but it remains de-activate

NCGranary — Fri, 07 Feb 2025 11:50:12 GMT

Thank you for providing the lottery numbers. I spoke to a human and it's all resolved.

Regards

Nick

Re: I've topped up a what I think is a de-activated phone but it remains de-activate

Christopher_G — Fri, 07 Feb 2025 11:53:41 GMT

Glad it's sorted now, @NCGranary

Thanks for coming back to let us know. 🙂

Chris