Cant use EE voucher to topup my phone

[Delhardy]

Can I have help I need to top up I have a voucher number but very time I call 150 it says I need to top up and texts are not  sending 

[XRaySpeX]

Are you in UK?

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.

[Delhardy]

Hi

Thanks for the reply 

How can I tell if it's in hibernation. Because when I try making a call it ask me to pop up 

[XRaySpeX]

By remembering when you previously make a chargeable action.

What does texting AL to 150 from your no. fully report verbatim (it is free)?

[Michael_D · Accepted solution]

Hi @Delhardy 

Welcome to the community.

If you have a voucher with a 16 digit code, you can use that to top-up by text.

You just need to text VO then a space and then the 16 digit voucher number to 150.

If it has been more than 6 months since the last chargeable usage, it will have gone into hibernation. As long as it is between 6 months and 9 months, our customer service guides can reactivate the SIM if you give them a call from another phone.

If you text AL to 150 like @XRaySpeX mentioned above, what reply do you get back?

Michael