Account closure because of "lack of use".

[Buratic]

Hello. My pay-as-you-go account has been recently (3 May 2024) closed and the credit lost because of "hibernation"/ "lack of use", even though the mobile was used to make a call on 18 April. It seems most unreasonable and I am unable to contact EE either on 150 (because I no longer have credit) and EE will not take calls from me on 0800  956 6000. Finally EE's "maze" (website) is too difficult to "negotiate" ("navigate" implies ease) to resolve matters. How should I proceed, please? Many thanks in anticipation of assistance,

[Leanne_T]

Hi @Buratic 

Thanks for coming back to the community.

To get the account looked into and see if this can be removed from hibernation, you would need to call us on 07953 966 150 from any other phone or pop into an EE Store and one of our guides will be happy to help 🙂

Thanks.

Leanne. 

[Buratic]

Hello, Leanne,

Many thanks for your kind reply.

I did in fact pop into my local EE
shop last week, but to no avail,
unfortunately. I've tried contacting
EE by mobile, only to be told by an
automatic answer that "lack of credit"
prevents the call being made!

Several attempts by BT landline
prompts yet another automatic reply,
"We can't take your call at the moment"
(or similar).

I'll have to return to the shop (above)
next week, less than best pleased.


All the best ,

Buratic (Romanian for "tree frog", but
that's another story).

[bristolian]

---

@Buratic wrote:

Hello. My pay-as-you-go account has been recently (3 May 2024) closed and the credit lost because of "hibernation"/ "lack of use", even though the mobile was used to make a call on 18 April.

---

Was this call chargeable? Or was it inclusive into a pack, add-on or bundle? The latter is what matters.

[Buratic]

Hello, Bristolian,

Thank you very much for your reply.

The call, I believe, would have been
chargeable, in that I would be deducted
40p, as part of pay-as-you-go.

(For information, I have, unfortunately,
precious little understanding of mobile
phones and service providers. In brief,
it is by far the worst technology I'm come
across in my long life and I use it only to
receive one time passwords. Even
achieving that took months of trial and
error.)

That said, was EE was right to close the
account and impound the credit?

I very much look forward to your reply and
thank you in anticipation.

Best regards,

Buratic
(Romanian for "tree frog", but that's
another story).

[Leanne_T]

Hi @Buratic 

You can find full information in our Why Has My Top Credit Run Out? Help page  on hibernation and why this may happen 🙂

Please try calling us again from another phone on 0800 956 6000. 

Leanne.

[Buratic]

Hello, Leanne,

Thank you very much for your reply and advice,
which I have only just read, unfortunately.

For information, I went to the local EE shop, on
my weekly shopping trip, and was able to resolve
matters. It seems that the problem had not been
insufficient use of the phone - I'm now a "dyed in
the wool" "technophobe", by the way - but the
lapse of time buying the pay-as-you-go package,
probably about two years ago.

I topped up my package and expect no more
difficulty for some time. But the mobile's screen
has a message from EE stating "EE System
update needed 202 days ago ...". I've no idea
what that's all about. I'll have to try to find out.

I hope this info is of use to you and others.

Best wishes,

Buratic

[Leanne_T]

Thanks for coming back and letting us know @Buratic 

Is this message showing when  logged into your EE app or on the phone screen? 

Leanne 🙂