Account suspended/No service after partial top-up – Need help restoring roaming

[Louis_Merrick]

Hi EE Team,

I need some help restoring my service and accessing my account.

My SIM card is currently showing "No Service" after I topped up £5. I realize that the required amount for my plan might have been £10, so my account might be suspended or on hold due to an insufficient balance/unpaid charge.

Because I have no signal, I cannot receive SMS verification codes to log into the My EE app or manage my account.

Could you please help me:

1 Check if my account is suspended due to an insufficient balance.

2 Unsuspend/reset my status so I can receive SMS codes and top up the remaining amount.

3 Help me restore international roaming on my SIM.

[Schockwave]

Hello @Louis_Merrick ,

Welcome to the community,

We are a public forum with no account access and do not know who you are, so cannot do so, but are you on contract?

If you are did you text roaming to 150 before going abroad? No need if on pay as you go as it is automatically enabled.

Did you activate the SIM card before going abroad and use it in the UK? When did you last use your SIM card?

You will have to ring customer service using another phone and they can then take a look, we have no way of doing it here.

[Ali_A]

Hi @Louis_Merrick 

Have you tried restarting your phone, or a manual network search? 

As @Schockwave advised, it's important to use the SIM in the UK before you use it abroad. 
However, if you have had it a long time, when was the last time you used/topped up your pas as you go SIM? 

When a PayG SIM hasn't been used your phone for any chargeable activity for 6 months then the account will go into hibernation and any credit will be removed.  
You can find out more on our Pay as you Go hibernation page
  

Ali

[XRaySpeX]

@Louis_Merrick : Sounds like your PAYG SIM may have gone into hibernation due to non-use. If it has, topping-up now would be too late.

When did you previously make a chargeable action? 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.