topic Re: My sim being deactivated after 2 weeks in Pay as you go

My sim being deactivated after 2 weeks

idklol — Wed, 03 Dec 2025 11:21:26 GMT

I recently activated my PAYG sim a couple of weeks ago, and it was working perfectly fine till yesterday, as when I woke up, it wasn't working, and when I checked my EE account online, it claimed my account was closed, plus my phone is claiming my sim is deactivated when I haven't done anything to cause it.

Can anyone help me resolve this issue?

Re: My sim being deactivated after 2 weeks

XRaySpeX — Wed, 03 Dec 2025 11:28:52 GMT

How did you activate it?

Before you used your SIM 2 weeks ago how long you had it before that?

Re: My sim being deactivated after 2 weeks

idklol — Wed, 03 Dec 2025 12:35:11 GMT

I activated it in the EE store near me

My dad brought it a long time ago, but it hadn't been used till I got it and I'm not sure when he purchased it

Re: My sim being deactivated after 2 weeks

XRaySpeX — Wed, 03 Dec 2025 12:41:07 GMT

How long a long time ago? 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: My sim being deactivated after 2 weeks

idklol — Wed, 03 Dec 2025 12:55:12 GMT

I topped up my SIM 2 weeks ago, and I sent regular text messages from it, one of which was the night before it deactivated therefore it wouldn't be due to inactivity

Re: My sim being deactivated after 2 weeks

Peter_W — Wed, 03 Dec 2025 13:27:55 GMT

Thanks for reaching out to us about this, @idklol.

As you've mentioned yourself, it's unlikely that this would be hibernation if you've topped up and used the SIM within the last few weeks.

There are a couple of things that could have happened here, but as we don't have access to accounts via these forums anything I could suggest would be speculation.

I'd recommend giving our team a call from another handset, and they'll be able to bring up your details and advise exactly what has happened here.

Peter

Re: My sim being deactivated after 2 weeks

idklol — Wed, 03 Dec 2025 13:30:35 GMT

I'll ring when I next can and see if they can help me fix this issue then if not I'm not sure what I'll do

Thanks for the help 🙂

Re: My sim being deactivated after 2 weeks

Peter_W — Wed, 03 Dec 2025 14:37:48 GMT

Our team should absolutely be able to help, @idklol.

If you're struggling to get through, you can also visit one of our retail stores, and they can look into connecting you with someone that can help, too.

Peter