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 

[Peter_W]

Thanks @Jess1919 

If you're unable to get into a store, then our only other option for getting around security would be to send ID proofs and a new password request to our customer admin team.

I'm going to send you over a private message with a few more details. 

Peter

[raccow]

Hi Peter

I've got exactly this problem - I just spoke to a very nice customer service bloke who said the number has gone for good now but are they're any other steps I can take? Am pretty sure it hasn't been inactive for the 270 days or whatever it was.

Thanks for any info,

Rachel

[XRaySpeX]

@raccow : Sounds like your PAYG SIM may have gone into hibernation due to non-use. 

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.