21-08-2019 11:02 PM
I have credit on my orange PAYG, but it is not used very often to make outgoing calls (its an emergency phone) - I receive TXT messages occasionally on it.
Today I notice there is no network connection. I just always assumed it was working?
Is there any way for me to get support and my phone/SIM card re-enabled?
If I call the Orange support and put my telephone number in it does not recognise it. It suggests I call 150 or something like that. But there is no network connection so I cannot call anything on it?
I have been carefully making sure there is credit on my phone.
22-08-2019 02:45 AM
@ek2019 : Sounds like it has gone into hibernation.
When did you last use it for a chargeable action? 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.
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.
22-08-2019 02:43 PM - edited 22-08-2019 02:46 PM
It may have been many months ago indeed since a chargeable action was made. I do receive TXTs and calls - but seldom make outgoing ones.
I did look at the messages and do see one talking about making a chargable action. It was from about a year ago. However I did not receive any message to announce that it was disabled?
When I called the helpline for Orange PAYG it asks for my number. When I start to type it in (0796...) the robot gets annoyed and tells me it is not a valid number. After trying 3 times it tells me to call 150 to get my phone number. I cannot call 150 anyway since there is not network connection.
Is there a way to re-enable this and recover my credit?
22-08-2019 05:08 PM
Good Afternoon @ek2019.
If your number has passed 273 of no chargeable activity, your number will be disconnected and recycled.
I would recommend speaking to our mobile care team if you believe this still may be in the hibernation period (before 273 days).
You can call us from any number on 0800 079 8586.
22-08-2019 05:41 PM
Try +44 800 956 6000 (option 2, option 4) . That won't ask for a mobile no.
by Flackwell a week ago