topic Re: I have balance but cannot use phone in Pay as you go

I have balance but cannot use phone

Studiosoft1 — Sat, 26 Sep 2026 12:46:50 GMT

My phone had lapsed and I lost my balance, I topped it up and the top up was successful but I cannot use my phone. I cannot even use 150. The help section on the website is a waste of time, I wondered if any of you guys could help.

Re: I have balance but cannot use phone

XRaySpeX — Sat, 26 Sep 2026 14:27:38 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.

Re: I have balance but cannot use phone

Studiosoft1 — Sat, 26 Sep 2026 14:37:53 GMT

Thanks, the period was 206 days. I topped it up today and the top up was successful. I even got a text message to the phone confirming the top up. I am unable to log in to my account as it says my details are invalid.

Re: I have balance but cannot use phone

XRaySpeX — Sat, 26 Sep 2026 23:27:40 GMT

@Studiosoft1 : Then you'll need to call CS to reactivate it. You have about 2 months to do that.

Re: I have balance but cannot use phone

Chris_S — Sun, 27 Sep 2026 07:08:58 GMT

Hi @Studiosoft1,

Welcome to the EE Community and thanks for getting in touch.

Thank you for letting us know that you've successfully topped up your Pay As You Go account.

Are you now able to call, text and use the internet?

Chris S

Re: I have balance but cannot use phone

Studiosoft1 — Mon, 28 Sep 2026 07:30:01 GMT

Thanks, I will contact the helpline in the next few days. I had hoped that just topping up would free it.

Re: I have balance but cannot use phone

XRaySpeX — Mon, 28 Sep 2026 12:24:30 GMT

Thanks! You're welcome 🙂 ! Glad I could be of assistance & hope it soon gets sorted.

Topping-up is to late when in hibernation.