Abroad - PAYG SIM in Hibernation - Can't receive texts to login

[KellyYang4]

I am currently abroad and my Pay As You Go SIM has gone into hibernation. I have just topped up £5 via the guest website (and have the email confirmation), but my texts are still failing to send and I cannot receive incoming texts.

Because I cannot receive texts, I am locked out of the My EE app and website due to the two-factor authentication loop. I also cannot call customer service without incurring high international roaming charges.

Could an EE staff member please private message me so I can provide my details and have my line manually reactivated?

Thank you!

[XRaySpeX · Accepted solution]

Your PAYG SIM has gone into hibernation due to non-use. As it has, topping-up now would be too late. You'll need to call CS to reactivate it.

EE PAYG SIMs are deactivated after 6 months of non-chargeable use. You then have a further 3 months period of grace 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.

This public user discussion forum can have no access to your specific account. You need to raise this with CS.

[KellyYang4]

Since my PAYG SIM has gone into hibernation, I cound't make any phone calls or text. Is +44 800 079 8586 free to call from abroad, not using EE's phone number?

[XRaySpeX]

No, it's only free within UK.