Potential Loss of number

[JH-1]

Hi,

My partner and I live are UK nats, but live overseas due to their job.

We switched to EE payg as the cheapest way to keep our UK numbers and under normal circumstances we would be in the UK at least every 6 months, do a top up,

buy a pack etc. 

Because of Corona we can’t travel and I’m concerned that we may have our numbers recycled - which would be a huge inconvenience as the number is tied to a wide range of accounts. 

Is buying a £1 pack every week enough to retain the number - or do I actually have to send a text / call?

From where I live it looks like I would have to buy a really expensive add-on to do that and be on the ball enough to remember to do it periodically. 

Is there any way numbers can be blocked from being reused? Or any other sensible advice. 

I realise this is a community discussion group but would be good to hear an official policy from an EE employee. 

[bristolian · Accepted solution]

Hello @JH-1 

Full details of EE's PAYG hibernation policy are available on the linked help page.

The pertinent section is that you must make a chargeable action at least once every 179 days.

[XRaySpeX]

Did you switched to PAYG while abroad? If so, you can't now use it until you return to UK. EE PAYG SIMs need 1st activating on EE's home UK network. 

[JH-1]

I’ve had it as Payg for several years.
Since when I was in the UK. I can top up and buy a cheap pack periodically - but having done that I can’t make calls/texts from where I am without buying a very expensive pack.

It does seem that topping up and loading packs count as chargeable items - so I should be ok.

Thanks in any case

Sent from my iPhone

[Leanne_T]

Morning @JH-1

Thanks for posting. 

Any of the below chargeable activities can be made in the UK and abroad to keep the account active, as the information in the article @bristolian has provided advises 🙂

• Voice and data usage. This includes making calls, sending text messages and picture messages, retrieving a voicemail, and using data that is not within your pack or add-on.
• Topping up your account.
• Buying a pack or an add-on.

Calls, texts and data usage made using your allowance from your pack do not count towards a chargeable activity. 

Thanks 🙂

Leanne.

[JH-1]

Hi,  

has there been a change to the T&Cs around hibernation? 

My wife and I have followed the advice and topped up and bought packs regularly. I have been buying the £1 weekly pack. Which renews every week. 

Yet today we both got this message: - 

“Hi, as you haven't made a chargeable call/text or used data for six months, you will now lose any remaining credit (as per our terms and conditions). Your number will also be disconnected in the next three months and we'll text you beforehand to let you know. Please call us on 150 if you would like to discuss this.”

For some reason even when I have credit I cannot send an SMS or make a call - there doesn’t appear to be a way to turn on roaming for PAYG phones either using the app or online account. 

I also cannot call 150 - I live in Mozambique. 

1. Have I been misled that buying packs would retain the number / has something changed? 

2. If I could send an SMS using credit would that work? 

3. How can I get roaming to work? 

Thanks,

James 

[James_B]

Hi @JH-1,

There haven't been any recent changes to our hibernation policy. Have your packs been successfully deducted from your credit balance?

Roaming is automatically activated for pay as you go accounts. Has your SIM ever been used in the UK?

James

[JH-1]

Hi @James_B 

Yes. Was last used in the UK in November 2020 and has been used regularly in the UK. I have been on EE PAYG probably since Feb 2012 or thereabouts - when I first started living overseas. The phone was used every 6-12 months in the uk since then and I’ve never had a problem before. 

This is the same number I have had for about 20 years - so it is a bit annoying.

Roaming doesn’t work at all in Mozambique  - even when I have lots of available credit I cannot call or send an SMS. 

Packs have been deducted regularly. See below. 

So I am not sure what to do... 

p.s my wife is having exactly the same problem. 

[James_B]

Hi @JH-1,

I'm afraid we can't access your account via the community. A member of our Customer Care Team would need to take a look to see what is causing the problem. You can call them from abroad on +44 (0) 7953 966 250.

James