by kirbcartwright Investigator
Investigator

EE PAYG account closed

Hi EE.  I currently live in Hong Kong, but have a PAYG sim card with EE to keep my UK number while I am abroad. I last topped up by phone in December 2017. Today I tried to login to My EE through my app to check when I next need to top up / use my sim, but it says my account has been closed. Please advise how to re open my account so I can manage my top ups etc online and keep my UK number.

Thanks, Kirsty 

5 REPLIES 5
by kirbcartwright Investigator
Investigator

Re: EE PAYG account closed

Thanks for your reply.

I last used the sim in early January 2018 to send texts/make calls, and I
topped up in December by phone. I think I last logged into my account
online in August maybe?

Yes it's EE not Orange.

Thanks,
Kirsty
by Grand Master
Grand Master

Re: EE PAYG account closed

A) When did you last use the SIM outgoing? EE PAYG SIMs are deactivated after 6 months of non-use. You then have a further 3 months to call EE to reactivate it before it is lost completely. However a top-up 3 months ago should have kept it alive.

 

B) It is an EE a/c & not an Orange a/c?

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To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC
by Grand Master
Grand Master

Re: EE PAYG account closed

Well, it's not A) or B).

 

C) How long have you been away from UK? There is a rule with contract SIMs that you shouldn't be away from UK for more than 60 days at a time. I don't think this applies to PAYG but I've been unable to get confirmation 1 way or another.

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC
by kirbcartwright Investigator
Investigator

Re: EE PAYG account closed

I've been in HK for nearly 2 years but I was advised by EE customer service
to get a PAYG sim while I am abroad for a few years to keep my UK number.
They said as long as I top up and send a text every 6 months then I can
keep my number.
by
EE Employee

Re: EE PAYG account closed

Hi and welcome to the community @kirbcartwright.

 

Please see our guide on pay as you go hibernation as this may help.

 

You may need to give our customer services team a quick call to look into this for you.

 

Many thanks,

 

Lee

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