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.

[Samm187]

Hi, I really need a number back. It's been a few days since it was deactivated. I'm told there's nothing that can be done now, but your post says otherwise.

[Samm187]

So my question is, who do I speak to? I've spoken to 3 people in customer service, and they've been no help.

[bristolian]

---

@Samm187 wrote:

Hi, I really need a number back. It's been a few days since it was deactivated. I'm told there's nothing that can be done now, but your post says otherwise.

---

Can you provide specific answers to the questions in that post... this matters.

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.

If you are in the 3month grace period, you can reactivate. If you've gone beyond that, your number is gone.

[Samm187]

I made a chargeable text in January 2025. Is that too late? It got cancelled on the 18th August 2025. I also had credit on it.

[Peter_W]

Good afternoon @Samm187.

Thanks for reaching out to us here on the Community.

If it was the 18th of July that this was placed into hibernation, then you would have 90 days from this point to contact us and restore the line. 

If this was the cancellation date though, and the hibernation had already taken effect 90 days prior to this, then this would be past the point of being able to be recovered. 

I would say this is unlikely if you're confident a chargeable text was made in January, but our team would be able to check all the dates for sure. 

We don't have access to your account via these forums, but if you get back in touch, I would be explicitly asking about whether it's in hibernation or fully cancelled.

Peter

[XRaySpeX]

@Samm187 : Then you've nearly 3 months (~87 days) to call CS to get you no. & credit back & reactivated as I advised in my Solution above.