unable to receive sms and calls overseas

[Rileysh231]

I am unable to make a call to support services, but I can use email. I urgently need my phone number for receiving verification codes for various services. Is there a way for the support team to contact me via email and assist me in reactivating my number?

I have tried to top up or buy a puck but it shows error. so i think my number is suspended. 

@Katie_B

[bristolian]

You refer to using email, and by implication, other internet-based services.

Are you doing this over mobile data? Or over WiFi? If the latter, can you use mobile data? Did you receive a welcome text message when you first arrived in your host country?

These questions are fundamental to whether your issue is "can't make calls abroad" or "can't use my phone abroad"

EE-CS have no email contact.

[Rileysh231]

i am using wifi, i can't use text. when i first arrived I received the test, but i have been here for three years. I just read an article that after no use for six months, the card will be stoped and needed to contact the team to unlock. but i can't make a phone call using this card. I really need this number for my many accounts. 

[bristolian · Accepted solution]

Sounds like your PAYG line has been hibernated for non-use - PAYG phones need to be used for a chargeable call, text or topup at least once every 179 days, with a further 3months grace before outright disconnection.

You will need to use another phone to contact CS - either +44 7953 966150 from any working phone, or +44 800 9566000 from a web-calling app such as Skype.