topic Re: Not receiving text messages abroad, including verification codes in Roaming

Not receiving text messages abroad, including verification codes

RobGomez — Wed, 27 May 2026 09:31:02 GMT

Hi, I'm in Spain and I am unable to receive text messages, including verification codes to authenticate purchases and access to all manner of sites and services. How can this be fixed? Thank you.

Re: Not receiving text messages abroad, including verification codes

RobGomez — Wed, 27 May 2026 09:38:56 GMT

Also: I have seen similar posts where the advice is "call us, dialling 150", and it's not working. It says "not registered on the network" or something like that. I have also tried a longer number I have found on this website to contact EE from abroad, also ending in 150, but the same message comes up.

I have always been on Pay as you go, and I haven't used my EE number for a while, because I'm now living in Spain, but I'd like to retain my EE UK number because I still have matters to attend to in the UK from time to time. I'm not sure if that might be an issue. Thanks.

Re: Not receiving text messages abroad, including verification codes

RobGomez — Wed, 27 May 2026 09:44:18 GMT

Basically, I have no other way to contact you than this board, as the EE sim card doesn't put me through to you.

If I call the long number from a different Spanish mobile, will I be charged, and how much? Thanks.

(And, as a suggestion, you really should have a messenger-style chat system or WhatsApp to communicate with customers)

Re: Not receiving text messages abroad, including verification codes

Chris_S — Wed, 27 May 2026 10:26:49 GMT

Hi @RobGomez

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

If you've not used your pay as you go phone in a while, there's a good chance it may be in hibernation.

For us to get your account reinstated, you'd need to give us a call.

To call from abroad, you'd need to dial +44 7953 966 250.

If you're unable to call from your EE handset, you can use any other phone to speak with us.

Chris S

Re: Not receiving text messages abroad, including verification codes

RobGomez — Thu, 28 May 2026 08:33:05 GMT

Right, an important follow-up to this. It turns out that, because I had not used my EE number for a long time, not only has it been put "in hibernation", but it has been "recycled", as I was told by EE's customer service by phone. This means that it is not my number anymore and I can't use it or recover it. However, I have tried calling it to see if anybody else has that number now, and it doesn't connect. Then, I have tried whatsapping to it from a different number, and that WhatsApp message DOES show up on my phone, together with all my old WhatsApp activity from that "recycled" number. This leads me to think that my "recycled" number is not being used by anybody else now, and that maybe I can get it back if I just have my account reinstated. I still have the sim card and everything, so I wonder if it's possible to do this. I have had that number since 2001, so I have lots of contacts on it. Please let me know, and thanks again.

Re: Not receiving text messages abroad, including verification codes

RobGomez — Thu, 28 May 2026 09:53:40 GMT

Right, an important follow-up to this: https://community.ee.co.uk/t5/Roaming/Not-receiving-text-messages-abroad-including-verification-codes/m-p/1620145/thread-id/10357 . It turns out that, because I had not used my EE number for a long time, not only has it been put "in hibernation", but it has been "recycled", as I was told by EE's customer service by phone. This means that it is not my number anymore and I can't use it or recover it. However, I have tried calling it to see if anybody else has that number now, and it doesn't connect. Then, I have tried whatsapping to it from a different number, and that WhatsApp message DOES show up on my phone, together with all my old WhatsApp activity from that "recycled" number. This leads me to think that my "recycled" number is not being used by anybody else now, and that maybe I can get it back if I just have my account reinstated. I still have the sim card and everything, so I wonder if it's possible to do this. I have had that number since 2001, so I have lots of contacts on it. Please let me know, and thanks again.

Re: Not receiving text messages abroad, including verification codes

Leanne_T — Thu, 28 May 2026 11:29:20 GMT

Hi there @RobGomez

Thanks for coming back to us.

I'm sorry once the number has been recycled we would be unable to reinstate this to your account. If you got a new SIM and number, we could not guarantee it would be possible to request the number to replace this as this has been recycled.

Leanne.

Re: Not receiving text messages abroad, including verification codes

Leanne_T — Thu, 28 May 2026 11:30:27 GMT

Hi @RobGomez

Thanks for coming back to us.

I have replied to your other thread with some information.

Leanne.

Re: Not receiving text messages abroad, including verification codes

Chris_B — Thu, 28 May 2026 12:01:21 GMT

@RobGomez Just having the account reinstated doesn’t bring the number back, the account can have any number logged against it. . The number could easily be registered on a sim that’s in a shop somewhere in the UK wanting to be purchased.

Re: Not receiving text messages abroad, including verification codes

RobGomez — Thu, 28 May 2026 12:27:01 GMT

Do you mean that there possibly is another sim with the same number as the sim I still have in my phone? And is it possible to know or trace where that specific sim card with my old number is now? Probably not, but it's worth asking. If anyone can figure out how to locate it, even if later on, please let me know. Or, if anyone can figure out how to just reactivate the sim I already have, maybe by putting some money into it, or re-starting me as a new client who already has the sim in his possession, or any other workaround solution? I have just phoned it again, and it says "the number doesn't exist", but WhatsApps still come to me on that sim. So maybe it's still doable?

Many thanks for your help and your time and please let me know if anyone comes up with something.

Re: Not receiving text messages abroad, including verification codes

Leanne_T — Thu, 28 May 2026 13:30:43 GMT

Hi @RobGomez

We would not be able to trace the number if this has been allocated to another SIM card.

Our Understanding Pay As You Go Hibernation – and how to keep your number active - The EE Community has more information on hibernation.

Leanne.

Re: Not receiving text messages abroad, including verification codes

RobGomez — Thu, 28 May 2026 14:28:41 GMT

OK, so I think I have lost it for good. My own fault, anyway. Thank you very much.

Re: Not receiving text messages abroad, including verification codes

ee_user14 — Thu, 28 May 2026 16:57:10 GMT

For a SIM to have been hibernated, it has not been used for at least 9 months and at least 2 SMS warnings have been ignored.

I always find it a little strange for people to say "this number is important to me" given how much time has elapsed in order for this to have happened.

Re: Not receiving text messages abroad, including verification codes

RobGomez — Thu, 28 May 2026 17:22:10 GMT

Hi, it looks like I have lost my number for good (more than a year), so if I came back as a new client, would I be able to request that my new number be the old one? I still have the sim card for that number, and it seems not to have been activated by anybody else, so if I take that physical sim card to a physical shop, would I be able to start over as a new client, with that old sim card as my new one, and therefore recovering my original number? I don't know about sim cards or communications engineering, but it sounds as if it should be quite simple to take the physical sim card and re-format it, or whatever, so that it can be used again.

Many thanks

Re: Not receiving text messages abroad, including verification codes

XRaySpeX — Thu, 28 May 2026 18:50:00 GMT

@RobGomez wrote:
Do you mean that there possibly is another sim with the same number as the sim I still have in my phone?

No, it doesn't mean that as your SIM has been deactivated due to lack of use & consequently has no mobile no. of its own at all.

Re: Not receiving text messages abroad, including verification codes

bumers — Tue, 02 Jun 2026 18:21:08 GMT

Hi Chris I saw your replies and I need help I bought a new PAYG SIM and activated it in the UK Then I went abroad I only used data and it ran out I topped up ten pounds today but the SIM is blocked and there is no 3G or 4G data I do not speak English so calling support is impossible for me Is there any way to activate my ten pounds pack via text chat or through you Please help thank you

Re: Not receiving text messages abroad, including verification codes

XRaySpeX — Tue, 02 Jun 2026 19:29:36 GMT

@RobGomez : No data, but can you make calls or send texts?

Re: Not receiving text messages abroad, including verification codes

bumers — Tue, 02 Jun 2026 19:41:09 GMT

No I cannot make any calls and I cannot send or receive any SMS either The
SIM is completely blocked for everything I only have network signal bars
but absolutely nothing works

Re: Not receiving text messages abroad, including verification codes

XRaySpeX — Tue, 02 Jun 2026 19:45:57 GMT

@bumers : Try selecting a network manually rather than auto.

Re: Not receiving text messages abroad, including verification codes

bumers — Tue, 02 Jun 2026 19:50:09 GMT

Thank you for the suggestion but I have already tried selecting networks
manually in several different countries I have visited recently
Unfortunately the result is the same everywhere None of the networks work
at all Even though I have topped up ten pounds today I still have no 3G or
4G data I cannot make or receive any calls and I cannot send or receive any
SMS The SIM cards seem to be completely blocked regardless of the network I
choose Please help me resolve this issue as I am stuck without communication