My Smartphone is not receiving texts

[Hadyahfaroqy01]

Hi, my phone does the same thing. I can't receive any messages from anyone! I also can't top-up my credit and data! I tried contacting '150' on the messages app but scince I have no credit I can't text '150'.

[Alex_H]

Hi @Hadyahfaroqy01,

Welcome to the EE Community 

Is this affecting all incoming messages or just some? Does your phone have signal, can you receive calls OK?  What type of phone is it you are using? 

How is it you are trying to top up your number and what is happening when you try? 

Alex

[Hadyahfaroqy01]

I can't recieve any messages from anyone and when someone tries to call me it says 'you've dialed the incorrect number, check the number and try again'. I'm using a Samsung A13 and when I try to top up my phone by typing 'BALANCE' to 150 it says 'message failed to send'.

[Alex_H]

@Hadyahfaroqy01 Does the phone show signal from the EE SIM? How long has it been since you last topped up or used this number for chargeable activity? 

Alex

[Hadyahfaroqy01]

Hi, when I try to connect the network I pressed 'EE' but it said 'failed and I've never used my SIM for chargeable activity. Someone told me that my SIM card might be dead or on the EE website it said they might have given my phone number to someone else accidentally so I just bought a new EE SIM card I haven't tried it yet but I hope it works.

[Alex_H · Accepted solution]

@Hadyahfaroqy01  Ah I see, yes I see from your other thread that you have not used the SIM since getting it in Dec 2022 so the SIM will be de-activated and the number recycled.

With Pay as you go, you need to top up or use the phone for chargeable activity at least every 180 days to keep the SIM active, after 180 days the number is suspended but can still be re-activated by contacting us. After 273 days of no chargeable activity or top ups the number is cancelled and will be recycled. You can read more about it here Why Has My Top Credit Run Out? | Mobile Help | EE

So that old SIM wont work at all but the new one you get should work for you.

Alex

[Hadyahfaroqy01]

Thanks for the information! I will take it in mind when using my new SIM card 🙂