07890 prefix/ stolen balance

[Hieroglyph]

I gave my older Orange sim to my elderly Mother to use for emergencies, but she's had a stroke and the phone has not been used for several months. I wish to regain access to my number and the sizeable balance. However even though I have a registered ee account I can't get access (password unrecognised although saved in google! )and the 07890 prefix is unrecognised on the auto telephone line. There is no online chat option coming up either.

Answers please

[XRaySpeX]

@Hieroglyph : Sounds like it has gone into hibernation.

When did you last use it for a chargeable action? EE PAYG SIMs are deactivated after 6 months of non-use. You then have a further 3 months to call EE to reactivate it before it is lost completely. Try calling CS on +44 800 956 6000 (option 2 > option 4) . That won't ask for an EE mobile no.

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.

[Hieroglyph]

the operative for PAYG rang off when I protested that with a balance of £50, I shouldn't having to be adding topup every 6 months and this was never the case previously, just making a chargable call... 

I think a complaint to OFCOM is required here along with negative social media posts

[Chris_B]

@Hieroglyph  You don’t have to top up to keep it activated you need to make a chargeable call/text every 3 months to stop hibernation.  There isn’t a infinite number of phone numbers so they have to be used.   Phone numbers have to be recycled if they are not used.  It’s the same with all networks and Ofcom will say the same especially if it’s been several months of no usage.  

please have a read of THIS 

[Hieroglyph]

This is not the case - or what I am being told. I made a chargeable call around Christmas with no problem. I am now being told that because I have not made a 6 monthly top up that the account has been cancelled! I repeat - the account has/had nearly £50 credit.

[Leanne_T]

Hi @Hieroglyph

Thanks for coming to the community. 

I've sent you a private message on here for some extra details. 

Speak to you soon. 

Leanne. 

[bristolian]

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@Hieroglyph wrote:

I am now being told that because I have not made a 6 monthly top up that the account has been cancelled!

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For clarity, no-one is saying this.

You're being advised, as per the hibernation policy , that you need to make a chargeable action (call or text, and not from a pack) OR a top-up, at least once every 179 days.

Providing you meet the criteria of a chargeable call or text (not from a pack) at least once every 179 days, then there is no expiry or limit on your top-ups.