topic Re: I cant see my simcard and plan on my dashboard in Pay as you go

I cant see my simcard and plan on my dashboard

darw901 — Fri, 28 Mar 2025 10:49:12 GMT

hello, ******** was my number, I registered in my name with EE support, now it got disappeared and my sim no longer works in my phone, I live outside of the uk, is there a way or a solution that brings me same number back?

[mod edit: removed personal details from the forum]

Re: I cant see my simcard and plan on my dashboard

Schockwave — Fri, 28 Mar 2025 12:39:45 GMT

Hello @darw901 ,

Welcome to the community,

Did you first activate and use the SIM card in the UK. If pay as you go, did you make a chargeable call or text in the UK?

Sim cards have to first be used in the UK for them to work abroad.

If on contract, did you activate roaming in order to use abroad? Not necessary for pay as you go, as they are automatically enabled.

Re: I cant see my simcard and plan on my dashboard

darw901 — Fri, 28 Mar 2025 12:42:55 GMT

Yes I did, i bought it on ebay, activate it whilest in the uk then called
customer service of EE in order to register it on my name , then recharged
it 2 times and made 2 or 3 sms whilest i was in iraq to a uk and germany
number .

Regards

Re: I cant see my simcard and plan on my dashboard

Rach_H — Fri, 28 Mar 2025 16:17:45 GMT

Hi @darw901,

Welcome to the Community!

When was the last time you used your SIM?

Rach

Re: I cant see my simcard and plan on my dashboard

darw901 — Fri, 28 Mar 2025 16:29:55 GMT

I dont remember exactly !

Re: I cant see my simcard and plan on my dashboard

Rach_H — Fri, 28 Mar 2025 16:34:36 GMT

Do you know roughly @darw901.

If you do not use your SIM for any chargeable activity for 179 days then your account will go into hibernation, and you would need to speak with our team to end the hibernation.

After 269 days then your SIM would be cancelled, so this may be what has happened. We do send you text messages to let you know this will be happening, but if you've not been using your SIM then you may not have seen this.

Rach

Re: I cant see my simcard and plan on my dashboard

darw901 — Fri, 28 Mar 2025 17:54:55 GMT

Dear Friend

Thank you for yourkind reply and information.

I have bought the simcard on ebay on june 6th,2023, sent regular SMS 2 or 3
times, recharged minimum 2 times but i dont recall these exact dates, I was
checking my device from time to time I have not got absolutely any
warning messages or notification for hibernation or cancellation all sms
are still in my device.

regards

Re: I cant see my simcard and plan on my dashboard

Rach_H — Fri, 28 Mar 2025 18:06:55 GMT

It sounds like your number is either in hibernation, or has been cancelled @darw901, and you would need to speak with our team to confirm if we are able to reactivate this for you.

Rach

Re: I cant see my simcard and plan on my dashboard

darw901 — Fri, 28 Mar 2025 18:12:55 GMT

Dear Friend

Thank you for your reply.
I am currently In Iraq , normal calls can not be done to uk, Is there any
other means whatsapp, email, or any thing allows me contact your team?

regards

Re: I cant see my simcard and plan on my dashboard

XRaySpeX — Fri, 28 Mar 2025 20:52:27 GMT

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

Re: I cant see my simcard and plan on my dashboard

darw901 — Fri, 28 Mar 2025 21:09:55 GMT

problem solved through skype call..many thanks for everyone

Re: I cant see my simcard and plan on my dashboard

Lesley_W — Sat, 29 Mar 2025 11:06:45 GMT

I'm pleased you got sorted @darw901

Thanks for popping back to let us know.

Lesley

Re: I cant see my simcard and plan on my dashboard

darw901 — Wed, 25 Jun 2025 17:45:32 GMT

I have talked to your skype support and fortunately the man tried his best to get my bring my simcard back to life that was on on march 27th,i have recharged 5GBP same day, now i can evieve txt and calls but when I want to make a call or send text it says your outgoing call barried. Does it need to be used for once inside the uk again? Is there a way your support can activate it for me?

thanks

Re: I cant see my simcard and plan on my dashboard

Michael_D — Thu, 26 Jun 2025 07:27:08 GMT

Hi @darw901

Thanks for coming back to the community.

If the SIM had been disconnected and put into hibernation, it would need to be used back in the UK after it was reactivated in order for all services to be activated.

This isn't something that our customer service guides can do, as it would physically need the SIM to be in the UK.

Are you due to come back to the UK anytime soon?

If not, the only other option would be for you to send it back to someone in the UK for them to put the SIM in a phone and make a call for you, before they send the SIM back to you.

Michael