topic Re: Closed account in Pay as you go

Closed account

Jenrothe — Mon, 14 Apr 2025 14:40:56 GMT

Ee have closed my account.. I cannot call out or use data despite topping up.. I couldn't even call emergency services when my son was having multiple epileptic seizures and can't phone 150 for help.. I have not closed my account and had this phone number for many years.. there's not even a chat option to talk to anyone.. this seriously needs to be resolved as it's important I have a working phone number.

Re: Closed account

XRaySpeX — Mon, 14 Apr 2025 15:04:34 GMT

@Jenrothe : 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: Closed account

Leanne_T — Mon, 14 Apr 2025 15:23:45 GMT

Hi there @Jenrothe

I am really sorry you have been unable to make calls at such an urgent time, and I hope your son is OK.

If the SIM has not been used for awhile this may have went into hibernation, so we can fully check what has happened, I have sent you a private message for some details.

Thanks.

Leanne.