by
EE Community Support Team

What is pay as you go hibernation and how can I stop it?

 

If you have an EE pay as you go number you haven't used for a while it may go into hibernation. Here’s how to ensure you don’t lose your number or credit.

 

When would my pay as you go 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 Pay As You Go 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 pay as you go 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.

38 REPLIES 38
by Grand Master
Grand Master

Re: What is pay as you go hibernation and how can I stop it?

Nice :)! Spot on!

__________________________________________________________________________________________
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 acepaul Established Contributor
Established Contributor

Re: What is pay as you go hibernation and how can I stop it?

What ever happened to “1 minute call, incoming or out going every 6  months “

PAYING ORANGE “OUT HERE” CUSTOMER WHO WAS ROBBED FROM IT BY EE NEVER TRY TOO COMMICATE TO “MA” HE IS TO RUDE TO REPLY
by pucknyc
Explorer

Re: What is pay as you go hibernation and how can I stop it?

Hi,

 

Is there a way to check if PAYG mobile number is still active? The number still shows up on my account when I log into EE, but I can't tell if it's still active. It's been about 3 years since I've used it as I live abroad. I'm returning to London for a trip and want to know if I need a new SIM.

 

Thanks,

Jen

by
EE Community Support Team

Re: What is pay as you go hibernation and how can I stop it?

Hi @pucknyc,

 

Welcome to the EE Community.

 

If your SIM card hasn't been used for three years, your account will have been closed.

 

You can pick up a new SIM card in any EE Store.

 

Thanks

 

James

by pucknyc
Explorer

Re: What is pay as you go hibernation and how can I stop it?

Thanks, James. Previously, when I've been in London, it's taken several attempts before I've been able to secure a SIM card from an EE store because they've often been out of stock (particularly during tourist season). Is it possible to order it online for delivery to a store for pickup?

 

Thanks,

Jen

by
EE Community Team

Re: What is pay as you go hibernation and how can I stop it?

Hi @pucknyc,

 

Yeah, you can order your EE pay as you go SIM via our online shop 🙂

 

You can chose to pick a plan when your order you SIM, or order your SIM and choose a plan at a later date.

 

Do you have a UK based address you can send it to?

 

I hope you enjoy your time in London!

 

 

Alex 🙂

 

 

by marygoesparisia
New Member

Re: What is pay as you go hibernation and how can I stop it?

I was traveling for a month last summer and bought a SIM card at Heathrow.  haven't used it since... I was able to log on but I don't see a number associated with the account. does that mean it's been deactivated?  

 

I am going on a trip to a country where I can use it and would like to, plus next month, I will be back in Europe.

 

Thanks for any advice!

by
EE Community Support Team

Re: What is pay as you go hibernation and how can I stop it?

Hi there @marygoesparisia

 

Welcome to the community.

 

The SIM card may have gone into hibernation.

 

Have you used the SIM card for a chargeable activity within the last 273 days?

 

This could be for any of the below;

 

  • 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.

 

If not, the number would have been recycled and lost.

 

You can order a new SIM card on our online shop to be delivered to a UK address.

 

Hope you have a lovely trip 🙂

by Ashleigh680
Visitor

Re: What is pay as you go hibernation and how can I stop it?

This has helped me figure out why I can't top up one of my SIM cards (last used in August 2018) - turns out I missed it by 14 days. I travel to the UK every few months, but the rest of the family about once a year. 

 

Is there any way to get the same phone number back? Our family has/had 2 numbers that were one digit apart, super helpful for keeping in touch when we're travelling. Not the end of the world if it's not possible - I can have a family member pick a new SIM card up for when we arrive.

 

Thanks!

by Grand Master
Grand Master

Re: What is pay as you go hibernation and how can I stop it?

@Ashleigh680 : No way! It will have been put back in the pool & maybe given to someone else.

__________________________________________________________________________________________
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
EE Community Support Team

Re: What is pay as you go hibernation and how can I stop it?

Morning @Ashleigh680

 

Thanks for coming to the community.

 

If the SIM card has not been used for 273 days the number would have been recycled and lost.

 

You can order a new SIM card on our online shop to be delivered to a UK address, or you can pick a SIM card up in an EE Store.

 

Hope you have a great trip to the UK 🙂

by kr1941
Explorer

Re: What is pay as you go hibernation and how can I stop it?

Can no longer make or receive calls or texts... I have not received a disconnection text message however.  How do I get my number back?  This is tied to 2-factor authentication against a number of services, I am locked out of much more than my phone services!

by
EE Community Support Team

Re: What is pay as you go hibernation and how can I stop it?

Hi @kr1941 

 

Welcome to the community.

 

Our Mobile Care team will be able to take a look at the account and look to re-activate the number.

 

Let us know how you get on.

 

Chris

by kr1941
Explorer

Re: What is pay as you go hibernation and how can I stop it?

Thanks... called the team and my number is back!  

by
EE Community Support Team

Re: What is pay as you go hibernation and how can I stop it?

Brilliant, thanks for letting us know, @kr1941😁

 

Chris

by LuxuryHolidayFl
Explorer

Re: What is pay as you go hibernation and how can I stop it?

Hi there

 I am abroad and having dificulties in toping up my phone. text isnt working, calling is working, i think it has gone to hibernation, however i have toped up by both credit card and now receive a top up voucher code which i cannot use it since texting and calling doesnt work. could you help please?

by
EE Community Support Team

Re: What is pay as you go hibernation and how can I stop it?

Hello there @LuxuryHolidayFl

 

Thanks for coming to the community.

 

When was the last time you made a call, sent a text or connected to data?

 

Can you receive calls and texts?

 

Speak soon.

 

Leanne.

by LuxuryHolidayFl
Explorer

Re: What is pay as you go hibernation and how can I stop it?

Thank you so much for answering, i am able to receive texts , however i purchased a top up voucher today and i am unable to top up my simcard at all. neither of the methods described works. however all the calls go straight to voicemail and i cannot make any calls ( either because i have no credit or is hibernated ) how can i find if hibernating or not ? also , what can i do with the voucher number ? cant someone from ee help me and input this code to my mobile ?? this is an urgent matter 

by
EE Community Support Team

Re: What is pay as you go hibernation and how can I stop it?

Hi @LuxuryHolidayFl

 

Thanks for the quick reply 🙂

 

I have sent you a private message on here for some details

 

Leanne 🙂

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