Terms and conditions for Pay as You Go

[Kath24]

Received email from EE stating I am not using my phone enough and may well lose my number!  Where can I find info about how often I need to use my phone - I have searched the website!  I just top up when I need to.  Do not have any plan/package.

Kathy 24

[bristolian · Accepted solution]

Hi @Kath24 

You can find details of the PAYG hibernation policy here 

[XRaySpeX]

@Kath24 : It's covered by §6.3 of EE pay as you go network T&Cs . However EE grants you a further non-contractual 90-day period of grace to retrieve it as well as sending you warnings beforehand.

[Kath24]

Thanks for that very helpful information.  I have checked my account and it is only 30 days since I last used my phone.  I can only use my phone when I leave the area where I live as no mobile coverage!

[Jon_K]

Hi @Kath24.

This doesn't sound like a hibernation problem, it sounds more like a coverage issue.

Can you check your postcode in our Network Status And Coverage Checker?

Jon

[XRaySpeX]

@Kath24 : It's not a matter of just using it; you needed to have spent money on it. Did you in the last 30 days?

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.

[Kath24]

Not quite sure what you mean?  Payment for all texts and phone calls comes from my account which I top up when necessary.  I do not have a pack. 

[Kath24]

I have tried to use Network Status and Coverage Checker but it doesn't recognise my mobile - probably too old!  Not sure why the problem is a coverage issue when I have been informed of the lack of use.  I know I only use the phone infrequently but that is why I chose a pay as you go service.

[XRaySpeX]

In which case you spend money on it every time you make a call or text. So, it won't have gone into hibernation but you have some separate issue.