After topping up, it said there wasn't enough credit to make calls

[b3103008]

I topped up my phone, but it kept on saying there wasn't enough credit to make calls. I can't even call 150.

Last time I received text message was a month ago, so I assume my number has been set to hibernation since last month.

What do I need to do to activate my SIM again? I can't call 150 and I want to keep my number. 

Thank you!

[Chris_B]

@b3103008  when did you last make a call send a text ?  Not received,   It takes 3 months of no usage before it’ll go in to hibernation.  And topping up also stops hibernation.    have you tried just restarting the device to refresh the line ? 

[b3103008]

Thanks for the reply. Last time I made a call was in November, and I still received text messages 5 weeks ago. 

I restarted my phone, but it still said I didn't have enough credit.

[Linzi_H · Accepted solution]

Hi @b3103008 

If you haven't used the SIM since November, it does sound like it's gone into hibernation. 
The best thing to do is call our team directly from another device so they can help further.

Linzi 

[b3103008]

I went to EE shop in town. The guide asked a few questions and sorted it out for me. It took about 10 mins. Thank you.

[Debbie_G]

Thanks for coming back and letting us know @b3103008.

I'm happy to hear you've been able to get this sorted when visiting an EE Store.

Debbie 🙂