Error EE 38

[Olduser]

I have a PAYG account. I cannot send texts or make calls from the US to the UK. Tried the sim on two different phones. Restarted phones, reset settings. Nothing works. I've noticed other users had this issue but you haven't fixed them, at least not in forum replies. Can you please help on how to fix this?

[Northerner]

Hi @Olduser 

You've posted in the PAYG account. Have you enough credit? When did you last make a chargeable call or text? 

Thanks

[Olduser]

Yes I have ample credit.

Last call was made a while ago, June 2020 but have kept the number active 

[Northerner]

Hi @Olduser 

If the last chargeable call or text was in 2020 then your number is likely deactivated. 

If you’ve had no chargeable activity on your account for 60 days, we’ll send you a text to make sure you’re still using the SIM card and you’d like to keep the account active.

If you haven’t used your phone for any chargeable activity for 179 days, your account will go into hibernation and any credit will be removed. But don’t worry; at this point it’s not too late to reinstate it – justget in touch with our Customer Care team.

https://community.ee.co.uk/t5/Pay-as-you-go/What-is-pay-as-you-go-and-flex-hibernation-and-how-do-I-...

Thanks

[Olduser]

I am not sure that this is the case since I have been receiving and paying for texts (just not paying for sending them)

[XRaySpeX]

If you've not been paying for sending texts then you've not made any chargeable transactions & so after such a long time you've lost use of your SIM & no. for good.

EE PAYG SIMs are deactivated after 6 months of non-chargeable use. You then have a further 3 months 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.