My phone is showing SOS only

[SP9971]

I'm in Australia, my UK phone has always been fine here but for a while now it's been showing SOS only. I didn't pay much attention as I use an Australian mobile while I'm here. I took the SIM out & put it back in, but that made no difference. I tried manually selecting a network, didn't work - it searched found available WIFI networks but just went back to SOS. I thought maybe I needed to top up but when I went into the EE app I had to update it to the latest version - then it wouldn't recognise the number I was putting in. I tried to top up via the app - the call wouldn't go through, tried calling the international number - the call wouldn't go through, tried to text 150 balance - the text wouldn't go through! I can message my friend in the UK - those texts are going through but I assume they are I Messages (I'm not sure if that's right as I have no idea what I'm talking about)I literally don't know what to do next. HELP!!

[Northerner]

Hi @SP9971 

When was the last time you made a chargeable call or text? 

Please read EE guide as it seems your number is in hibernation.

Thanks 

[SP9971]

Hi, thanks for replying.

I made sure I would send a text to either a friend or family member every 3 months so that they wouldn't deactivate my number. The sales assistant in the EE store where I had to get a nano sim recommended that as I spend a lot of time in Australia, & because of covid I haven't been back in the UK for almost 3 years, so I made sure the phone kept active - I don't want to lose this number - it was my Dads originally; he has passed away now. Is there anything I can do?

[James_B]

Hi @SP9971,

Welcome to the EE Community. 🙂

Our Customer Care Team will be happy to check the hibernation status of your account if you get in touch.

Thanks

James

[Schockwave]

@SP9971 , did you send the text via IMessage or normal message, message when writing should show green, blue is IMessage. I would suggest you read about hibernation and how, if it has not been too long, you can get it reactivated, otherwise the number will be non-retrievable.

[SP9971]

Hi James

Thanks for replying - I did get in touch yesterday but was told the number has gone - it went in Feb. I'm a little bit devastated really as it was avoidable, on my part, but I genuinely thought I was keeping it active, I had not realised I had run out of credit - I hadn't received a text to say my credit was getting low & I should top up, as I normally had  & now I can't get it back.

[SP9971]

Hi Shockwave

Thank you for your reply. It appears that at some point they were imessages - I didn't realise - I assume this is because I had run of credit, which I was not aware of as I hadn't received a text that advised my credit was low, or had run out completely, which would normally happen. I was told yesterday that a message was sent in November last year regarding the number being non active with regard to cost activity & then the number went in Feb this year. I'm so devastated because I can't get it back & all of this was avoidable, on my part, if I had just realised what was going on sooner - I know it's just a number, but it was my Dads 😞

[Schockwave]

@SP9971 , IMessages are only sent to people who have Apple product, so all the people you sent messages to, have Apple, otherwise they go as normal messages.

[SP9971]

So, they’re free between iPhone users?

[Schockwave]

@SP9971 , Yes, as they will go over wifi or data if no wifi, very practical when messaging someone in another country too, whereas normal messages use up data just like phone calls do, if you see what I mean?