Closing my sim

Flofloflo · ‎26-05-2025

I have been travelling abroad for six months and now been told my sim will be closed. I have now sent a text message but i have no idea if that means my sim will keep going. I cannot reach 150 or other telephone numbers while I’m away. I received the warning message a couple of weeks ago but couldn’t send a message then, then today I received this message below. Is the fact I sent a text enough to keep me going? For some reason it won’t let me call friends or EE but the text did send to my friend. There is no live chat option or way to contact EE, it’s frustrating!

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.

XRaySpeX · ‎26-05-2025

@Flofloflo : 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 Home Broadband & Home Phone or Option 2 for Mobile Phone & Mobile Broadband

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

View solution in original post

XRaySpeX · ‎26-05-2025

@Flofloflo : 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 Home Broadband & Home Phone or Option 2 for Mobile Phone & Mobile Broadband

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

Flofloflo · ‎26-05-2025

Yes - I have sent a text message to my friend and she received it now? Is
that too late?

Northerner · ‎26-05-2025

Hi @Flofloflo

Read here: https://ee.co.uk/help/mobile/manage-use/pay-as-you-go/pay-as-you-go-credit-run-out-when-i-havent-mad...

Was the text chargeable not via WhatsApp, iMessage etc..

Thanks

To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.

EE standard opening hours are Monday to Friday, 8am to 9pm - Saturday and Sunday, 8am to 8pm.

Flofloflo · ‎26-05-2025

Yes the text was chargeable.

Lesley_W · ‎26-05-2025

Hi @Flofloflo

Thanks for coming to our community.

Will you be back before the 3 months has passed? It does sound like the SIM has entered hibernation and you would need to speak to the team to get this removed.

Lesley

Flofloflo · ‎26-05-2025

I will be back home in the UK in four weeks! I don’t understand how I can speak to someone if it won’t let me call using my number? Is there anyway to contact them this way?
Thanks!

XRaySpeX · ‎26-05-2025

Yes, when you get back.

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 Home Broadband & Home Phone or Option 2 for Mobile Phone & Mobile Broadband

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

Flofloflo · ‎26-05-2025

But it will close before then?

Michael_D · ‎27-05-2025

If you have just received the message about the SIM going into hibernation in the past couple of weeks you should be fine @Flofloflo.

Once the SIM does go into hibernation, there is 3 months for you to contact our team for them to lift any restrictions. It would only be at the end of that 3 months that the SIM would be disconnected.

Michael