Customer servicr

[Soozy1]

I've been trying speak to someone regarding a disconnected sim what do you have to do none ofthe options relate to what I need 

[Chris_B]

@Soozy1   That’s not a lot to go on,  can you be more specific? 

[Soozy1]

Hi I have a pay as you go Sim which isn't working  lit's my mums,.  I want to know if it can possibly be restored before I buy a new one.

[XRaySpeX]

In what way is it not working?

What happens when you text AL to 150 from your no. ? What does it fully report verbatim (it is free)?

[Soozy1]

I've tried that get to certain point then none of options relate. Have even chatted on line told me to ring customer services same numbers it's ridiculous  Sim deactivated I presume seldom use. Thanks for replying 

[Ali_A · Accepted solution]

Hi @Soozy1 

Welcome to the Community

Is your SIM a Pay as you go? If so and you haven’t used for a while it may go into hibernation. 

If you’ve had no chargeable activity on your account within 60 days we’ll contact you by text to make sure you’re still using your SIM card and that you’d like to keep your account active.

Chargeable activity is either making a call, sending a text message or topping up. 

If you haven’t used your phone for any chargeable activity for 179 days then your account will go into hibernation and any credit will be removed. Don’t worry, at this point it’s not too late to reinstate your number by calling our Customer Service Team. 
You can select any option to get through to Customer Service as the guide can pop you through to the right team. 

You can find out more at How can I reinstate my account from hibernation? 

Ali

[Soozy1]

Hi I've been trying to contact customer services its a nightmare none ofvthenoptions apply and you just get directed to the app or look on line.  No chat option either

[Soozy1]

Yay all sorted thank you 

[Ali_A]

That's great to hear @Soozy1 

Thanks for keeping us updated with this. 

Ali