Can't add PAYG packs

[vipers]

After a long stint in hospital and simply not using it, my PAYG sim is now restricted.

I tried calling 150, which told me I needed to top up to make the call.

I topped up using the website, but still tells me I need to top up to make the call.

So, I tried converting the credit in to a pack. It won't allow me to do so.

What do I need to do to get my sim unrestricted? I don't have access to another phone

[vipers]

It has apparently been less than 7 months - When I returned home from hospital I dismissed all notifications, never thinking that there might be one notifying me of a phone service issue, but I do have a text dated 8th of July which states:

"Hi, as you haven't made a chargeable call/text or used data for six months, you will now lose any remaining credit (as per our terms and conditions). Your number will also be disconnected in the next three months and we'll text you beforehand to let you know. Please call us on 150 if you would like to discuss this."

It would appear that your theory that you can only use credit built up prior to hibernation is incorrect as all remaining credit is wiped at the point of hibernation. Plus this is another example of incorrect advice - call 150 - in this case not even including an alternative number. This is a breaking UX issue guys, you really should escalate it if you can.

So, to confirm I won't waste a trip - Will they be able to resolve this in-store at 6 months and 24 days?

[XRaySpeX]

Possibly if it has been between 6 & 9 months idle.

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@vipers wrote:

It would appear that your theory that you can only use credit built up prior to hibernation is incorrect as all remaining credit is wiped at the point of hibernation.

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So it would seem but how do you account for your EE a/c showing £10 credit if it's been confiscated as per that text?

I don't escalate things other than on here. I'm just a user like you.

[vipers]

Any remaining credit was presumably nullified on the 8th of July. On calling 150 today I got the automated message that I needed to add credit to call 150. The £10 was then added, but to no avail.

Hence the escalation suggestion to Katie_B since EE's advice in both automated texts and the website is incorrect due to the account recovery process being broken because of the inability to call 150.

[Leanne_T]

Morning @vipers 

To speak to on of our pay as you go guides please call us from any other phone on 0800 956 6000 and the team will be happy to help. 

Leanne.