topic Re: Unable to call or SMS in Pay as you go

Unable to call or SMS

alijcar2019 — Mon, 22 Dec 2025 13:54:36 GMT

I received an SMS yesterday from EE saying that as I have not made a call or sent a text recently, I will now lose any remaining credit and the service will be disconnected within 3 months.

I had no notice of this - just this sms.

I have gone into my EE account online, topped up, and tried to send sms and call EE to find out what is going on. I cannot send any sms, and cannot make any outgoing calls at all, so cannot phone EE.

How can I get help for this?

Re: Unable to call or SMS

XRaySpeX — Mon, 22 Dec 2025 14:04:14 GMT

@alijcar2019 : Sounds like your PAYG SIM may have gone or is going 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: Unable to call or SMS

alijcar2019 — Mon, 22 Dec 2025 14:07:23 GMT

I do not know when the last chargeable transation was - it doesn;t show anything in my account online

Is there anything I can do?

Re: Unable to call or SMS

Schockwave — Mon, 22 Dec 2025 14:18:16 GMT

@alijcar2019 , I would take a look here:

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

You will probably have your ring customer service to make sure that you do not lose your number.

Re: Unable to call or SMS

bristolian — Mon, 22 Dec 2025 14:22:24 GMT

@alijcar2019 wrote:
Is there anything I can do?

If you are in the 179-273 day period between hibernation and outright disconnection, contact EE-CS from any working phone and request your line is reactivated. Sounds like you've received the standard notification of hibernation.

All this is explained at 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: Unable to call or SMS

XRaySpeX — Mon, 22 Dec 2025 14:32:18 GMT

Yes, phone CS to take it out of hibernation as I previously suggested.