Phone not working abroad

[Ceaigo]

I live in Mexico, but have retained my UK phone number for several years with no problem.

it is currently a Pay as you go number, which i sue sporadically for certain connections and activities i still have in the UK .

currently i am unable to receive calls or texts, and also unable to make calls or texts. this has never been an issue before. i am wondering if there has been some kind of deactivation or suspension of the line. i have just successfully topped the account up, which would seem odd if there was a deactivation . .

when i attempt a call there is a message saying cannot make the call and please dial *611 (i think, its very hard to understand). text messages also fail.

i have attempted changing network, but i cannot get service on any other  

thanks in advance for any help /suggestions on how to resolve 

[XRaySpeX]

@Ceaigo  Sounds like it has gone into hibernation.

When did you last sporadically 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.

[Ceaigo]

thanks @XRaySpeX 

last chargeable action could well be more than 6 months ago, with covid i have not travelled back for a while, and must other actions just use WiFI data only, does a top up action count as chargeable? i was allowed to perform that today....... does that seem consistent with hibernation? and if so how doi "un hibernate" it! 🙂

[XRaySpeX]

@Ceaigo : Top-ups done after it's gone into hibernation will not count.

If it's still within about 9 months since the last chargeable action you can still get it reactivated by calling CS. Otherwise you've lost it completely.