topic Re: EE told me to top up my phone, I did but after a day it is still not working in Pay as you go

EE told me to top up my phone, I did but after a day it is still not working

GregHottum — Thu, 06 Mar 2025 18:43:35 GMT

I tried to use my mobile and EE told me there was not enough credit to make the call. I logged in and topped up my account, after 28 hours the phone is still not working. Please advise.

Re: EE told me to top up my phone, I did but after a day it is still not working

XRaySpeX — Thu, 06 Mar 2025 18:49:47 GMT

@GregHottum : What does texting AL to 150 from your no. fully report verbatim (it is free)?

Re: EE told me to top up my phone, I did but after a day it is still not working

GregHottum — Thu, 06 Mar 2025 18:59:19 GMT

Phone replied “Unable to send, message saved”

Re: EE told me to top up my phone, I did but after a day it is still not working

XRaySpeX — Thu, 06 Mar 2025 19:02:52 GMT

Where are you?

Re: EE told me to top up my phone, I did but after a day it is still not working

GregHottum — Fri, 07 Mar 2025 15:05:12 GMT

My phone had been put into hibernation without any communication from EE. Customer services reactivated the number via the 0800 number you gave, thanks.

Re: EE told me to top up my phone, I did but after a day it is still not working

Peter_W — Fri, 07 Mar 2025 16:32:55 GMT

Hi @GregHottum, I'm glad to hear that our team have managed to help get this all sorted out.
Thanks for coming back to let us know, too!

If you'd like to know more about pay as you go hibernation, we have a dedicated article with all the details you need to know too.

Peter

Re: EE told me to top up my phone, I did but after a day it is still not working

Agis1 — Sun, 09 Mar 2025 05:45:57 GMT

I had the same problem. I topped up but I could not use my credits. I now have a closed account and looks like I lost my number? No notification from EE, nothing.

I now have to figure out everything on a forum. So disappointed as I used my number for two factor verifications now I cannot access important pages.

Any help please?

Re: EE told me to top up my phone, I did but after a day it is still not working

XRaySpeX — Sun, 09 Mar 2025 05:54:20 GMT

@Agis1 : Sounds like your PAYG SIM may have gone into hibernation due to non-use. If it has, topping-up now would be too late.

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: EE told me to top up my phone, I did but after a day it is still not working

Agis1 — Sun, 09 Mar 2025 08:43:28 GMT

It sounds like I am in this hibernation state then.However, the problem is that, when I still was within the 6 month period, and tried to text or use my mobile data, even in the UK, it did not work. (I could call though) I had £5 on it, but it kept saying that I have to top up. When abroad, I could not do anything, so even if I was within the 6 month I could not use it to keep my account. Now, I cannot call EE or use it at all and no one can call me, so I am stuck.

Re: EE told me to top up my phone, I did but after a day it is still not working

XRaySpeX — Sun, 09 Mar 2025 10:45:40 GMT

@Agis1 : Try calling CS on the Freephone no. in my sig. on Skype over WiFi. It should be free.