Getting a cancelled number reactivated

[Jess1919]

Hi,

EE have cancelled my number that I have had for over 25 years even though it still had a fair amount of credit on it and I am so upset. I know it’s only a number but it’s an important one that my elderly parents are familiar with.

it’s happened to me once before and thanks to an incredible customer service guy I managed to get the number re activated. 
this time everyone keeps telling me that the number has gone and one even had the cheek to tell me that I should have been more careful. I work abroad and sometimes don’t get the possibility of making sure my phone is still connected. 

I have spoken to someone who has said that it it still rings or has a busy dial tone it means that it’s still around and not in quarantine so am begging for some help. 

thanks 

[Jess1919]

Hi, did you find a solution to this?

I am having the same issue after EE canceled the number that I have had for 25 years.

I managed to get it back once before a few years ago with the help of a really helpful EE customer service guy but this year I’m just bashing my head against a brick wall with the EE team.

Desperate for help

thanks

[bristolian]

You only need to post once for a query, all your additional posts replying to other people's threads are all now in the same place.

It sounds like you're talking about a PAYG phone that's been hibernated for non-usage. The policy is outlined at https://community.ee.co.uk/t5/Pay-as-you-go/What-is-pay-as-you-go-and-flex-hibernation-and-how-do-I-... 

If you're in the 6-9month grace period, you can contact CS ASAP to get the line reactivated and credit restored. Text messages are sent to advise of this.

[Jess1919]

I have had that phone for 25 years, I don’t tend to look at the policy for something that has always been mine. I didn’t get a text message as I was abroad but looking at my messages now there still  isn’t a message. 

I tried talking to customer services yesterday and was stone walled.
So there is a 6-9 month grace period?  That’s what I was told before and it defiantly hasn’t been that long as I last used the phone in august of last year so it won’t have been cancelled until at least 6 months after that surely?

[bristolian]

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@Jess1919 wrote:

So there is a 6-9 month grace period?

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I posted a link in my previous reply. Read that link for an explanation of the policy.

[XRaySpeX]

@Jess1919 : Sounds like your PAYG SIM has gone into hibernation.

When did you last use it for a chargeable action? 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.

[XRaySpeX]

@Jess1919 : Your SIM entered hibernation in May this year. There's a 3 month grace period ending this month. So you might be able to get it back by calling CS.

[Jess1919]

Thank you so much for looking into this for me, I really appreciate it!
I have phoned EE but they just refuse to help saying that I have to go into a store for identification purposes which I can’t as I am away.

I have had that number for 25 years it is linked to every account I have ever had, every online store  and every person I have ever met through my entire teen/adult life. I don’t understand how it can be recycled. 

[Peter_W]

Thanks for taking the time to explain that @Jess1919 

Normally you would only be referred to a store if you were unable to pass account security with our team. 

I completely appreciate the last thing you would want is to lose your number, but we're not able to make any exceptions with our security process. 

Where is it you're visiting at the moment, and how long are you going to be away for?

Peter

[Jess1919]

Hi,

I’m currently in Italy and won’t be back until December. I can answer any question and send any document needed.

I recently had to do it with my bank so surely I can with a mobile provider.