18-10-2019 02:24 PM
If you have an EE pay as you go or flex number you haven't used for a while it may go into hibernation. Here’s how to ensure you don’t lose your number.
If you’ve had no chargeable activity on your account for 60 days, we’ll send you a text to make sure you’re still using the SIM card and you’d like to keep the account active.
If you haven’t used your phone for any chargeable activity for 179 days, your account will go into hibernation and any credit will be removed. But don’t worry; at this point it’s not too late to reinstate it – just get in touch with our Customer Care team.
When your number is in hibernation, it is still possible to get it back until you’ve reached 269 days of no chargeable activity.
After 269 days of inactivity we’ll send you a text to let you know the number will be disconnected within 24 hours.
After 273 days the number will be recycled and lost.
Calls, texts and data usage made using your allowance from your pack do not count towards a chargeable activity.
Any of the chargeable activities can be made in the UK and abroad to keep the account active.
If you have any questions, just tap “Reply” below.
18-02-2020 11:49 AM
Call EE customer services from another mobile or landline and ask to put it out of hibernation. Stupid idiots I know!
3 weeks ago
Hi Leanne. I phoned today as this has happened to my son's phone, he rarely uses it and didn't know this happens. He topped up on jan 8th but the payment wasn't credited to his phone. I phoned today and explained the situation and the lady said the payment was showing and that she would reactivate the phone. But 4 hours later he still has no credit. I'm really hoping not to have to ring again tomorrow. Any help would be appreciated. Thanks.
3 weeks ago - last edited 3 weeks ago
Thanks for coming back to me @andrealh
Account changes can take up to 24 hours to take effect, if you are unable to text BALANCE to 150 or use the SIM after 24 hours, I would give us another call so we can get this looked into for you.
Our Pay as you go Care team, can access the account and help get this sorted.
Let me know how you get on 🙂
How do I swap credit from an old PAYG SIM that's no longer in use to my current one? I want to do this before the old SIM goes into hibernation.
Welcome to the community.
It's not possible to switch credit between accounts.
You may be able to use the credit to buy data if you've still got the SIM.