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

[XRaySpeX]

@vipers : Hope you are well now.

How long was your stint in hospital? Sounds like your PAYG SIM has gone into hibernation.

When did you last use it for a chargeable action? EE PAYG SIMs are deactivated after 6 months of non-chargeable use. You then have a further 3 months 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.

[vipers]

Yes, after posting I discovered the advice page, and that is what it said - https://ee.co.uk/help/mobile/manage-use/pay-as-you-go/pay-as-you-go-credit-run-out-when-i-havent-mad... 

However that advice is wrong.

I have credit, but every time I try to make a call to 150 or any other number I get an automated message which says:

"Hi there, it looks like you don't have enough credit to make this call right now. You'll need to top up first"

In other words, there is no way to get the sim out of hibernation. I can't even contact customer services.

[XRaySpeX]

It's not a matter of having credit but of when you previously topped-up. Once the SIM has gone into hibernation it is too late topping-up to reactivate it.

[vipers]

Ok, so under "Why has my account gone into hibernation?" on the linked advice page clearly states:
"Don’t worry, at this point it’s not too late to reinstate your number and credit – you just need to call us to reinstate your account. Call 150 from your EE phone"

Per that advice I called 150, and it told me I needed credit to call 150. So I topped up but I still can't contact 150 because it still says I require credit.

Therefore the that advice is wrong.

You might say "Aha! But in addition to advising calling 150 the page also provides another number which can be called from any phone" However, that doesn't apply to me as I don't have access to another phone. Plus, it is a distraction because the page clearly says that calling 150 while the phone is in hibernation is an option.

Either the advice to call 150 is unintentionally wrong, or it is purposefully wrong - a dark pattern designed to get customers to spend money with no service provided by EE in return.

However, I don't want to discuss the terrible optics. I just want to know what my options are since the advice given is wrong.

[XRaySpeX]

I would guess you can only use any credit that was built up before it went into hibernation.

I'm surprised that you could even make a call from it. If you are able to you could try calling EE Sales on +44 800 956 6000 (option 2 > option 4) . That might not require any credit.

[vipers]

I cannot call any number without the "You'll need to top up first" message

Is there any way an EE employee on here can get customer services to call me?

[Katie_B]

Hi @vipers. 

We have no account access here on the community.

Are you able to visit your local EE Store?

Katie

[vipers]

My local store has closed down and the next closest is a bit of a trip.

Will they definitely be able to fix this issue in store?

[XRaySpeX]

Certainly not if you haven't used it for more than 9 months.