My mobile phone with an EE SIM card has stopped receiving calls or texts

[Jeffy90]

A week ago I was able to receive calls but in the last few days I haven't been receiving any calls when I was meant to be (a job interview and a doctors appointment). The first thing I did was text '150' with the different commands such as: ALL PACKS, BALANCE and BOOST. Every time it would say "Not sent, tap to try again". I then used my house phone to call my mobile (as well as different family members via their mobile phones) but the call didn't connect but instead said "there is no connection to this number".

I have did some of the basic troubleshooting fixes I found on the forums, such as restarting my phone, taking out the SIM card, trying the SIM card in a different mobile (still no connection on the other phones either). So I was just wondering if there is a possible fix, as I have a pretty important call coming up. Also I haven't had any data or money in my phone for around 2 years, so I obviously can't call or text other people, which is why I tried '150' first. Thanks for the the help.

[XRaySpeX]

@Jeffy90 : 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.

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.

Just receiving calls is not good enough!

[Jeffy90]

@XRaySpeX The last time I topped up and purchased a Pack was in October of 2019, which I assume was for 30 days. Obviously that is more than 9 months without a chargeable action (which I was never notified on my phone about). Just a bit confusing since I've been receiving calls up until less than a week ago.

[Christopher_G]

Hi @Jeffy90

Welcome to the community.

I'd suggest speaking to our Mobile Care team so they can see if your number can be reactivated.

Chris

[Jeffy90]

@Christopher_G  Yeah, I sent a message through the website yesterday. Just waiting for them to review and get back to me with a solution.

Thanks for the welcome.

[Jeffy90]

Hey@Christopher_G,

Do you know the average time that the EE team would get back to someone after sending them a message? It's just to verify if I need to change my phone/number in the mean time for the calls I'll be receiving on Thursday and Friday.

Thank you.

[bristolian]

Do you have access to another phone?

If you do, I'd recommend calling EE C/S FOC on 0800 0798586 - they should be able to resolve this either way.

Depending when in October your last chargeable action was, you could well be close to the 273 day limit for recovery - Oct 1st is 265 days ago.

[Jeffy90]

Hey @bristolian , I'll try and give that number a try. Also it was October of 2019, which was over 600 days ago. The thing is though, my phone was receiving calls up until only a week ago, and I never received a message/email/text that the number would be deactivated in those last 2 years.

[Christopher_G]

How did you send the message, @Jeffy90?

Chris