Urgent Help Needed with Number Reactivation

josh9527 — Wed, 15 Jan 2025 11:49:30 GMT

Dear EE Community,

I am urgently seeking help regarding my mobile number, which I obtained through CTExcel—an MVNO (Mobile Virtual Network Operator) partnering with EE. The SIM card shows the EE network. Since this was my first time using CTExcel, I was unaware of the policy that after 6 months of no outgoing usage, the number would be automatically deactivated. I also did not receive any notification about this.

Three days ago, my number suddenly stopped working. This phone number is tied to multiple bank accounts and online services, and I am now in a desperate situation. I contacted CTExcel, and they informed me that the number could not be reactivated due to the 6-month rule, even though I have been regularly using it to receive verification codes (which apparently did not count as “outgoing activity”).

Upon researching further, I learned that EE can sometimes reactivate numbers within a 9-month window. Unfortunately, I am currently not in the UK, which makes this situation even more challenging. I am writing to see if anyone in the EE Community (or any official EE representatives) could advise on whether reactivation through EE’s customer service is still possible, given the circumstances.

Thank you very much for any guidance or assistance you can provide. I truly hope there is a way to recover my number, as losing it would cause significant hardship.

Sincerely,

Josh

Re: Urgent Help Needed with Number Reactivation

bristolian — Wed, 15 Jan 2025 12:18:07 GMT

If you were a CTExcel customer, then your customer service point of contact is CTExcel - regardless of who they use as their host network. EE-CS can assist with queries from EE customers, not those of any other provider.

As an aside, and even if you were an EE customer, then being abroad is immaterial. Your customer service contact would still be the same +44 contact number.

Re: Urgent Help Needed with Number Reactivation

rkelly1 — Wed, 15 Jan 2025 18:19:04 GMT

EE cannot assist with an MVNO number. The only people that would be able to support you would be the MVNO

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Urgent Help Needed with Number Reactivation

Re: Urgent Help Needed with Number Reactivation

Re: Urgent Help Needed with Number Reactivation