topic Re: Loss of phone number due to non-use in Pay as you go

Loss of phone number due to non-use

petestein23 — Sun, 20 Jul 2025 17:04:25 GMT

Hi, I'm writing with a quick query: I've been out of the UK for almost 6 months, and am fearful of losing the Orange/EE number that I've had for 20 years. I'll next be in the UK in about a month's time. Is there anything I could do to ensure that I don't lose the number? I've added extra credit, and have inserted it in my phone to try and make it work, but it's not picking up a signal where I am (EU country). Grateful for any hints on how to avoid the annoyance of losing it! Peter

(I'm acting under the assumption that 6 months of non-use remains the cut off period, which it certainly once was, but perhaps it is no longer...?)

Re: Loss of phone number due to non-use

XRaySpeX — Sun, 20 Jul 2025 17:20:51 GMT

@petestein23 : 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: Loss of phone number due to non-use

bristolian — Sun, 20 Jul 2025 19:00:08 GMT

To add to the previous reply, if your line is in the period between 179-273 days where it has been hibernated but has not yet been fully disconnected, then you need to contact EE-CS ASAP to request reactivation. You can do so by calling +44 7953 966150 from any working phone.

If you go beyond that 273 day period, it will be too late and your number will almost certainly be gone forever.

Read up on https://community.ee.co.uk/t5/Pay-as-you-go/What-is-pay-as-you-go-and-flex-hibernation-and-how-do-I-stop-it/td-p/1198642

Re: Loss of phone number due to non-use

petestein23 — Mon, 21 Jul 2025 07:17:15 GMT

Thank you. This is extremely useful. My sim will seemingly still be in the 'hibernation period' when I next make it to the UK, so I should be ok. Much appreciated! Peter

Re: Loss of phone number due to non-use

petestein23 — Mon, 21 Jul 2025 07:17:31 GMT

Thank you!

Re: Loss of phone number due to non-use

baaart — Tue, 18 Aug 2026 11:40:55 GMT

I've had is longer, as i did not know that possible to recover and now it turns our i need this one.
Any chance to recover it? I worked in TMobile in the past so i know that technically it should be doable unless assigned to someone else?

Re: Loss of phone number due to non-use

Ali_A — Tue, 18 Aug 2026 13:54:50 GMT

Hi @baaart

When a PayG SIM hasn't been used your phone for any chargeable activity for 179 days then the account will go into hibernation and any credit will be removed.
After a further 90 days the service will be permanently cancelled and cannot be reactivated.

You can find out more on our Pay as you Go hibernation page

If you're still within the 90 days hibernation stage, please call Customer Service where a guide will be able to check, and if possible reconnect your number.

Ali

Re: Loss of phone number due to non-use

baaart — Tue, 18 Aug 2026 15:29:56 GMT

Unfortunately its over 90 days hibernation. I really dont care about lost balance, etc, i could even pay premium for recovery as it turns out this number is connected to service where i cannot change it and will loose access there. I was not aware it on the wrong number. Is there any Customer Service i can try to contact for reconsider my case?

Re: Loss of phone number due to non-use

Ali_A — Tue, 18 Aug 2026 15:58:52 GMT

@baaart

We don't have account access here on the Community Forums. You would need to contact customer service over the phone where a guide would be able to check the account for you.

Just to set expectations, the timescales are a system process rather than a rule that could be overridden. When the guide attempts to reinstate your line, it will either allow them or give an error to say it's not possible as the account is permanently terminated. In that case the only option would be to start a new PayG SIM.

Fingers crossed you may be still in time.

Ali

Re: Loss of phone number due to non-use

baaart — Tue, 18 Aug 2026 16:12:34 GMT

I know that most of this is automation, but i was working in core network in mobile operator, and i know its technically possible, its rather lack of the process:) i will hope i will find some freidnly soul at help:)