Can't send message with SIM 1- error 10

[JimnymebobEE]

Hi, I've just tried sending a message to EE to check my balance, and it wouldn't send and this message popped up, and the same thing happened when trying to send a message to one of my contacts. I'm on payg, and I've checked my online account I have plenty of credit left.

My phone is saying that it has signal to EE, although every few minutes it drops, but no messages are coming in or able to be sent.

I've just checked the Service Status checker page on the EE site, and it says 'we can't connect to our network', then changes to 'there's a problem with your account', but when I click on the see what I can do button it just says to phone EE, which is a bit of a chicken and egg scenario considering it's asking me to get in touch via phone, because if I could do that then I wouldn't have this issue.

Could anybody please advise on what I should do next?

[James_B]

HI @JimnymebobEE,

Welcome to the EE Community. 🙂

Can you make and receive calls?

James

[JimnymebobEE]

Hi, no, I can't make or receive calls. The first time I tried phoning out it said I had no credit, even though on my account I have £11.40, but then the next time it just did a sort of error beep. When I tried phoning my mobile, it just said it can't connect to the number.

I haven't made a call/sent a text message since the 6th February, and the last message I received was on the 28th March, which was a receipt for a utility payment. I thought there was a period of 6 months of non-use before the number was deactivated, but it hasn't been that long, and I haven't received any messages from EE reminding me to use my phone or anything; the last messages I got from EE was for offers over the Christmas period.

[James_B · Accepted solution]

Hi @JimnymebobEE,

It does sound like your account may be in hibernation.

This is triggered when 179 days pass with no chargeable activity on your account.

For more information, please see What is pay as you go and flex hibernation, and how do I stop it? - The EE Community.

To reactivate your account, please get in touch on 07953 966 150 from any phone.

James

[JimnymebobEE]

Thank you for the advice. I'll try getting in touch with them later on and then post back to let you know how I got on. Thanks.

[James_B]

No problem, @JimnymebobEE 🙂

Yes, please keep us updated.

James

[JimnymebobEE]

Just got off the phone with EE and they've sorted it all out.

Thanks!

[Christopher_G]

Good stuff, @JimnymebobEE. Thanks for coming back to let us know.

Chris