by
EE Community Support Team

What is pay as you go and flex hibernation, and how do I stop it?

 

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.

 

When would my phone number go into hibernation?

 

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.

 

 

My number has been placed in hibernation; how can I stop this?  

 

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.

 

 

What is a chargeable activity?

 

  • Voice and data usage. This includes making calls, sending text messages and picture messages, retrieving a voicemail, and using data that is not within your pack or add-on.
  • Topping up your account.
  • Buying a pack or an add-on.

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.

11 REPLIES 11
by Aherb
New Member

Re: What is pay as you go and flex hibernation, and how do I stop it?

How do I get my number to work again after it was stupidly put in hibernation 

by ayathullah Investigator
Investigator

Re: What is pay as you go and flex hibernation, and how do I stop it?

Call EE customer services from another mobile or landline and ask to put it out of hibernation. Stupid idiots I know!

 

by
EE Community Support Team

Re: What is pay as you go and flex hibernation, and how do I stop it?

Hi there @Aherb

 

Thanks for coming to the community.

 

If you give us a call on 0800 079 8586, our Pay as you go Care team will help you with your account.

 

Leanne.

by andrealh Investigator
Investigator

Re: What is pay as you go and flex hibernation, and how do I stop it?

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. 

by
EE Community Support Team

Re: What is pay as you go and flex hibernation, and how do I stop it?

Morning @andrealh

 

Thanks for coming to the community 🙂

 

Can you text BALANCE to 150 from the phone and let me know what reply you get?

 

Speak soon 🙂

 

Leanne.

by andrealh Investigator
Investigator

Re: What is pay as you go and flex hibernation, and how do I stop it?

Hello. When I try to send it says "Not sent, stored in outbox"
Thanks, Andrea.
by
EE Community Support Team

Re: What is pay as you go and flex hibernation, and how do I stop it?

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 🙂

 

Leanne.

 

by andrealh Investigator
Investigator

Re: What is pay as you go and flex hibernation, and how do I stop it?

Thank you.
by
EE Community Support Team

Re: What is pay as you go and flex hibernation, and how do I stop it?

No problem @andrealh

 

Let me know how you get on 🙂

 

Leanne.

by Tmwsmith
New Member

Re: What is pay as you go and flex hibernation, and how do I stop it?

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. 

by
EE Community Support Team

Re: What is pay as you go and flex hibernation, and how do I stop it?

Hi @Tmwsmith.

 

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.

 

Jon

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