topic Re: Pay as you Go - possible SIM deactivation in Pay as you go

Pay as you Go - possible SIM deactivation

houdini1 — Sat, 27 Jun 2026 07:48:54 GMT

Hi,

I am trying to work out if my PAYG SIM has been deactivated or put into hibernation or not.

I am abroad and have been so for several months - likely more than six. However, I have used my UK mobile number to receive texts during that time. I have never received any contact from EE, either texts or calls, to check if I'm still using the SIM card, if I'd like to keep the account active, or to advise that I may lose my number - as per this post below:

https://community.ee.co.uk/t5/Pay-as-you-go/Understanding-Pay-As-You-Go-Hibernation-and-how-to-keep-your/td-p/1606627

I have tried calling EE to find out my status, but unfortunately I receive the message "Mobile network isn't available. Connect to a wireless network to make a call", although I receive the same message when I am connect to WiFi and have turned on the WiFi calling option.

If anyone has any suggestions how I can contact EE, please let me know! I can't find an email or chat option and I can't make calls as explained above.

Thanks!

Re: Pay as you Go - possible SIM deactivation

ee_user14 — Sat, 27 Jun 2026 09:04:36 GMT

@houdini1 wrote:
If anyone has any suggestions how I can contact EE, please let me know! I can't find an email or chat option and I can't make calls as explained above.

You can call from any other phone - another mobile or a landline.

Follow the link on https://ee.co.uk/help/contact-ee to call from another phone on 07953 966150

Re: Pay as you Go - possible SIM deactivation

Northerner — Sat, 27 Jun 2026 09:45:19 GMT

Hi @houdini1

When did you last make a chargeable call or text.

As @ee_user14 posts you'll need to speak to EE directly via another device.

Thanks

Re: Pay as you Go - possible SIM deactivation

XRaySpeX — Sat, 27 Jun 2026 11:08:01 GMT

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. Receiving texts doesn't count as they are always free.