Can't call 150 or receive txt

[Tillydog]

Hi from reading below my daughter ls SIM card may have gone into hybination mode. Can this be undone?

I have topped it up with £10 before I knew this was a thing. Have I lost the £10? 

She has WhatsApp and the number lets us call on that.

But can't call 150 as no credit and won't let me txt it either_ thinking shop visit is my only help?

[Tillydog]

Hi what happens if we have topped up the old number with £10? Has that gone to someone else? 

We use WhatsApp and the number still works on that but is that because it's via WiFi?

Do we just now get a new SIM and lose the £10?

[XRaySpeX]

@Tillydog : Sounds like your PAYG SIM may have gone into hibernation due to non-use. If it has, topping-up now would be too late but you can get it back if you are still within the 3 month grace period..

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.

If you're accessing WhatsApp over WiFi you'll not even using the SIM.

[bristolian]

WhatsApp is just an internet app just like BBC News or Sky Sports, which allows audio sessions between users.

Both your phone & the mobile network handle it as data usage, not calls. It has no means of calling landlines or non-app-users.

If the phone has been hibernated, genuine network-driven WiFi-calling won't work either.

[Tillydog]

Okay. 

So lose the £10. 

Do I now just need to get a new SIM card?

[bristolian · Accepted solution]

No need to buy a new SIM.

If you're in the 90day grace period between 179 days (hibernation) & 273 days (full disconnection), then EE-CS can reactivate the line and restore lost credit.

They are on 07953 966150 from any phone.