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Closed account

Jenrothe
Visitor

‎14-04-2025 03:40 PM

Ee have closed my account.. I cannot call out or use data despite topping up.. I couldn't even call emergency services when my son was having multiple epileptic seizures and can't phone 150 for help.. I have not closed my account and had this phone number for many years.. there's not even a chat option to talk to anyone.. this seriously needs to be resolved as it's important I have a working phone number.

0 Helpful
2 REPLIES 2
XRaySpeX
EE Community Star
EE Community Star

‎14-04-2025 04:04 PM

@Jenrothe : 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.

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP
Leanne_T
EE Community Support Team

‎14-04-2025 04:23 PM

Hi there @Jenrothe 

I am really sorry you have been unable to make calls at such an urgent time, and I hope your son is OK. 

If the SIM has not been used for awhile this may have went into hibernation, so we can fully check what has happened, I have sent you a private message for some details. 

Thanks.

Leanne.

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