Girlfriend's number disconnected without notice

[st3ph3nR]

My girlfriends number has also been removed without prior notification. Even though it is used mainly as an emergency contact she has used it occasionally  in line with your hibernation rules and it still has ample credit .It is very concerning as she has mental health issues and it is used by the doctors as her contact number. I called your customer service and they would not reinstall nor would they explain why it was disconnected. We now, during these difficult times, have to source another phone service and go through the process of  reorganising contacts. some of which require verification. As I am also with EE I wonder how long it will be before my number is also removed ?! This is very poor treatment of customers.

[mod edit: added subject] 

[XRaySpeX]

@st3ph3nR : Sounds like your PAYG SIM may have gone into hibernation due to non-use. If it has, topping-up now would be too late.

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.