21-02-2019 02:04 PM - last edited Friday by Sorcha
If you have an EE pay as you go number you haven't used for a while it may go into hibernation. Here’s how to ensure you don’t lose your number or credit.
If you’ve had no chargeable activity on your account for 60 days, we’ll send you a text to make sure you’re still using the SIM card and you’d like to keep the account active.
If you haven’t used your phone for any chargeable activity for 179 days, your account will go into hibernation and any credit will be removed. But don’t worry; at this point it’s not too late to reinstate it – just get in touch with our Pay As You Go Care team.
When your number is in hibernation, it is still possible to get it back until you’ve reached 269 days of no chargeable activity.
After 269 days of inactivity we’ll send you a text to let you know the number will be disconnected within 24 hours.
After 273 days the number will be recycled and lost.
Calls, texts and data usage made using your allowance from your pack do not count towards a chargeable activity.
Any of the chargeable activities can be made in the UK and abroad to keep the account active.
If you have any questions, just tap “Reply” below.
21-02-2019 02:06 PM - edited 21-02-2019 02:09 PM
Nice :)! Spot on!
11-03-2019 08:41 PM
What ever happened to “1 minute call, incoming or out going every 6 months “
20-05-2019 05:44 AM
Is there a way to check if PAYG mobile number is still active? The number still shows up on my account when I log into EE, but I can't tell if it's still active. It's been about 3 years since I've used it as I live abroad. I'm returning to London for a trip and want to know if I need a new SIM.
20-05-2019 07:58 AM - edited 20-05-2019 07:59 AM
20-05-2019 05:36 PM
Thanks, James. Previously, when I've been in London, it's taken several attempts before I've been able to secure a SIM card from an EE store because they've often been out of stock (particularly during tourist season). Is it possible to order it online for delivery to a store for pickup?
20-05-2019 06:02 PM
Yeah, you can order your EE pay as you go SIM via our online shop 🙂
You can chose to pick a plan when your order you SIM, or order your SIM and choose a plan at a later date.
Do you have a UK based address you can send it to?
I hope you enjoy your time in London!
21-05-2019 03:58 AM
I was traveling for a month last summer and bought a SIM card at Heathrow. haven't used it since... I was able to log on but I don't see a number associated with the account. does that mean it's been deactivated?
I am going on a trip to a country where I can use it and would like to, plus next month, I will be back in Europe.
Thanks for any advice!
21-05-2019 07:38 AM
Hi there @marygoesparisia
Welcome to the community.
The SIM card may have gone into hibernation.
Have you used the SIM card for a chargeable activity within the last 273 days?
This could be for any of the below;
If not, the number would have been recycled and lost.
You can order a new SIM card on our online shop to be delivered to a UK address.
Hope you have a lovely trip 🙂
22-05-2019 11:59 PM
This has helped me figure out why I can't top up one of my SIM cards (last used in August 2018) - turns out I missed it by 14 days. I travel to the UK every few months, but the rest of the family about once a year.
Is there any way to get the same phone number back? Our family has/had 2 numbers that were one digit apart, super helpful for keeping in touch when we're travelling. Not the end of the world if it's not possible - I can have a family member pick a new SIM card up for when we arrive.
23-05-2019 12:02 AM
@Ashleigh680 : No way! It will have been put back in the pool & maybe given to someone else.
23-05-2019 07:44 AM
Thanks for coming to the community.
If the SIM card has not been used for 273 days the number would have been recycled and lost.
Hope you have a great trip to the UK 🙂
19-08-2019 12:29 PM
Can no longer make or receive calls or texts... I have not received a disconnection text message however. How do I get my number back? This is tied to 2-factor authentication against a number of services, I am locked out of much more than my phone services!
20-08-2019 05:12 PM
I am abroad and having dificulties in toping up my phone. text isnt working, calling is working, i think it has gone to hibernation, however i have toped up by both credit card and now receive a top up voucher code which i cannot use it since texting and calling doesnt work. could you help please?
20-08-2019 05:55 PM
Thank you so much for answering, i am able to receive texts , however i purchased a top up voucher today and i am unable to top up my simcard at all. neither of the methods described works. however all the calls go straight to voicemail and i cannot make any calls ( either because i have no credit or is hibernated ) how can i find if hibernating or not ? also , what can i do with the voucher number ? cant someone from ee help me and input this code to my mobile ?? this is an urgent matter
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