topic Re: Phone number disconnected in Pay as you go

Re: Phone number disconnected

Sarah-Nalini — Thu, 03 Apr 2025 16:02:36 GMT

I have the same problem. But have received no text nor email to say its being disconnected.
my number apparently is disconnected. have been trying to get in touch EE but its leading nowhere!
Frustrating.

Re: Re: Phone number disconnected

Leanne_T — Thu, 03 Apr 2025 17:54:41 GMT

Hi there @Sarah-Nalini

I am sorry you're number has been disconnected.

How long ago did you last use the SIM to make a chargeable call, text or topped up the account?

Have you tried calling the team on 0800 956 6000 to get the account looked into and see if this can be removed from hibernation?

Leanne 🙂

Re: Re: Phone number disconnected

Sarah-Nalini — Fri, 04 Apr 2025 08:23:51 GMT

Used it last in Aug/Sept 24.
No haven't spoken to that number but another and that woman said there is nothibg they can do. it's in the TCs.
I had this number fo 23 years and now i am screwed.

Re: Re: Phone number disconnected

Sarah-Nalini — Fri, 04 Apr 2025 08:24:32 GMT

I am extremly upset and freaked out.

Re: Re: Phone number disconnected

Sarah-Nalini — Fri, 04 Apr 2025 08:28:34 GMT

I had ONLY PROBLEMS with EE. I Only changed to EE late 2022.
First they didn't get it sorted that I can use the SIM and that only got resolved in May 2024!!!!
Impressive incompatancy!!!
The woman said it was disconnected on 8 of February 2025.

I NEVER RECEIVED A TEXT MESSAGE OR EMAIL informing me about anything!

The woman said she can send a new SIM .

Re: Re: Phone number disconnected

Leanne_T — Fri, 04 Apr 2025 09:04:17 GMT

Hi there @Sarah-Nalini

I am really sorry you have been advised you're unable to re-activate the number.

Our Why Has My Top Credit Run Out? page has full details on the hibernation process and when the number can be removed from hibernation.

If you would like to discus's this further, I would suggest getting back in touch with the team.

Leanne.

Re: Re: Phone number disconnected

Sarah-Nalini — Fri, 04 Apr 2025 10:02:58 GMT

Hi Leanne,

thanks for the assistance.
Today I called the number in one on your threads and it was taken out of hibernation. but now I am facing the problem. that it is not registered on the network although the customer service said once I top up it works again. Well it isn't working.

Nani

Re: Re: Phone number disconnected

Leanne_T — Fri, 04 Apr 2025 10:13:06 GMT

Thanks for coming back to me @Sarah-Nalini

Are you in the UK? Any account changes can take up to 24 hours to take effect.

Leanne.

Re: Re: Phone number disconnected

Sarah-Nalini — Fri, 04 Apr 2025 10:16:49 GMT

no I am abroad and wont return for a while for medical reasons.
OK didn't know it can take up to 24h. Will wait and see how it looks tomorrow.

Re: Re: Phone number disconnected

Leanne_T — Fri, 04 Apr 2025 10:59:15 GMT

Hi @Sarah-Nalini

If you're roaming at the moment we can't guarantee the SIM will re-activate on another network. The SIM card would need to be used to make a call or send a text on the EE network to fully activate for you.

Leanne.

Re: Re: Phone number disconnected

XRaySpeX — Fri, 04 Apr 2025 11:34:10 GMT

Since it was taken out of hibernation it needs activating on EE's home UK network before it can be used abroad. As it wasn't you can't now use it until you return to UK.

Re: Re: Phone number disconnected

Schockwave — Fri, 04 Apr 2025 12:49:53 GMT

@Sarah-Nalini , the only way is to send the SIM card back to the UK, get someone to make a chargeable call or text and then send it back to you for it to work.

Re: Re: Phone number disconnected

Sarah-Nalini — Fri, 04 Apr 2025 13:27:48 GMT

Thanks @Schockwave .
I figured and will sort it out.

Re: Re: Phone number disconnected

Schockwave — Fri, 04 Apr 2025 14:12:41 GMT

@Sarah-Nalini , you are welcome, glad to help, hope you get it sorted ok.

Re: Re: Phone number disconnected

Sarah-Nalini — Thu, 17 Apr 2025 07:47:41 GMT

After the SIM/number was taken out of hibernation I was told the SIM needs to register within the UK on the network.

I asked my accountant to do so for me as I am currently abroad.

Well, SIM was put in a phone but not possible to place a call.

Can you help please?

Re: Re: Phone number disconnected

bristolian — Thu, 17 Apr 2025 07:52:19 GMT

Does the phone show coverage of EE-UK? Is there credit on the SIM to make the chargeable call?

Re: Re: Phone number disconnected

Sarah-Nalini — Thu, 17 Apr 2025 07:57:49 GMT

Yep it has credit.

As explained above my accountant is having the SIM so I don't see what it shows.

He put the SIM in and tried to make a call, which failed. He tried several times.

Re: Re: Phone number disconnected

Sarah-Nalini — Thu, 17 Apr 2025 08:04:38 GMT

The SIM is back in the UK. But it's not possible to place a call?

Any ideas what I can tell the person who has my SIM?

Re: Re: Phone number disconnected

bristolian — Thu, 17 Apr 2025 08:07:31 GMT

@Sarah-Nalini wrote:

As explained above my accountant is having the SIM so I don't see what it shows.

You will either need to ask your accountant, or get them to post on this forum. We can only advise based on what is posted here, and with only half a story, it's a bit tricky to give more concrete advice.

We need to know whether the phone shows coverage. You need mobile network coverage to make a call, if that's not present then your symptoms are explained. Get your accountant to try a call to an 0800 number of their choosing, that doesn't require credit and, although it may not necessarily complete the activation, it will prove whether the issue is credit related or not.

FYI you can also edit posts, negating the need for multiple replies - every user on this forum can see every post.

Re: Re: Phone number disconnected

Sarah-Nalini — Wed, 23 Apr 2025 10:47:38 GMT

Thanks Shockwave.
The SIM is back in the UK and it is NOT REGISTERING on the network. We tried it for a week now but nothing!
The tech team keeps responding I need to get in touch with customer service. Customer service is unfortunately useless.
There is enough credit to make phone calls, so that isn't the problem.

Can anyone please help?