Please help! Can't make or receive calls but can still text.

[Sandra131]

I have a very basic Alcatel 2020 Mobile Phone which I have a EE SIM in since 2021 on a pay as you go contract. In the past week I cannot make or receive any calls, I can still send & receive text messages. I have tried putting my SIM in another newer phone and have the exact same situation.  I cannot call 150 to speak to EE and don't know what else to try. EE are still collecting my direct debit and my account shows no messages. I don't think replacing my phone will make any difference, if the SIM didn't work in the other phone?

[XRaySpeX]

@Sandra131 : Are you sending chargeable texts?

Sounds like your PAYG SIM may have gone into hibernation due to non-use. 

When did you previously make a chargeable action? EE PAYG SIMs are deactivated after 6 months of non-chargeable use. You then have a further 3 months period of grace 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.

You don't pay for PAYG using DD.

[Sandra131]

Thank you for your reply, my plan is unlimited calls and texts, my phone doesn't have internet, so I never go over my allowances.  How can I make a chargeable text? One thing I have just noticed is that my plan ends 28/01/25, although this is still over a month away could it be that? Do I need to upgrade?

[XRaySpeX]

You make a chargeable call or text by spending your credit on it, not from your pack.

What does texting AL to 150 from your no. fully report verbatim (it is free)?

[Sandra131]

ok thank you I shall try 

[Sandra131]

Hi - I received a text message back from EE saying you don't have enough Spend cap balance. 

[XRaySpeX]

You sure you are on PAYG? There is no Spend Cap on it.

What text were you sending, to where?

[Sandra131]

Thank you for your time - Sorry yes I was on PAYG but they changed it last year to a SIM plan, I have just added my spend cap to £10 to send a photo text message as this isn't included in my allowance. And the photo message has sent, however still can't make calls or receive. 

[XRaySpeX]

@Sandra131 : What does texting AL to 150 from your no. fully report verbatim (it is free)?

Where are you?

[Sandra131]

When I text AL it just replies with my current charges balance, which is 0.74p that is from the photo text I just sent. 

I am in Kent, UK, do you have any other suggestions please?