07-08-2024 01:00 PM
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
08-08-2024 10:26 AM
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
09-12-2024 01:11 PM
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
09-12-2024 01:23 PM
@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.