31-08-2017 09:35 AM - last edited on 11-09-2018 08:13 AM by James_B
If you have an EE pay as you go number that you haven't used for a while it may go into hibernation. Here’s how to ensure that you don’t lose your number or credit.
If you’re using pay as you go on EE, Orange or T-Mobile you will find all the help you need right here to stop your phone from going into hibernation.
If you have had no chargeable activity on your account within 60 days we’ll contact you by 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 your number and credit – just give us a call.
Any of the chargeable activities can be made in the UK and abroad to keep the account active.
If you want to reinstate the number and credit, give us a call on 150 within 90 days of the account being in hibernation and we can reinstate both the number and the credit.
If we don’t hear from you after 273 days we’ll assume that you no longer wish to keep the account and we will recycle the number and all credit remaining would be lost.
Let us know if you have any questions by tapping “Reply” below.
31-10-2017 05:59 PM
15-11-2017 08:04 AM
20-11-2017 09:31 AM
20-11-2017 12:26 PM
OK, thanks @EJCG.
Whenever customer services make a change to the account, it can take up to 24 hours for it to update.
I would love to be able to help further here, but, I do not have access to your account.
I recommend calling the customer service team again for an update.
Please let me know what happens.
13-12-2017 07:42 PM
I'm assuming this has happened to one of my sims. Can you point out where this is covered in the T&C. I have been unable to find it and would like to get my money back easily
14-12-2017 09:47 AM - edited 14-12-2017 09:48 AM
Welcome to the community.
It is covered under point 6.3 of the pay as you go terms and conditions document on our website:-
6.3 You must make a Connection Action at least once every 180 days. If You do not, Your SIM Card will be disconnected from the Network and You will not be able to use the Services. You will lose Your mobile phone number and any Credit on Your Account at the time of such disconnection will be forfeited.
Hope this helps.
15-12-2017 08:35 PM
What if I want to top up my sim card, but I am still well within the 180 days (say, for example, 2-3 weeks after my pay as you go monthly credit has expired). Do I still need to call customer service to do it, or can I simply top up via the website? Also, will I be able to purchase the same plan I am on?
15-12-2017 11:14 PM
@MG2017: If you bought a 30 day pack 6 or 7 weeks ago, you're in no danger of hibernation. That alone counted as the hibernation cycle resetting.
You can just continue as normal, topping-up any way you like & buying packs.
16-12-2017 07:07 PM - edited 16-12-2017 07:08 PM
@gemmafl22: When did you last use it to make a chargeable action?
by kraftygirl 22:07 11.04.15
by adamhanm 17:41 12.07.15