Hibernation - Incorrect information given

[Retec123]

Last year I found that my phone went into hibernation after recovering from a long illness.. I was told that it had gone past 180 days and therefore could not be reinstated. Today I have read the terms and conditions and found that this is not the case but I am unable to speak with EE customer services as it requests you to enter the very same number that they have put into hibernation!  I'm still able to receive text messages etc. but unable to top-up or make chargable communication.

Help with this would be appreciated 

[Retec123]

Last year I found that my phone went into hibernation after recovering from a long illness.. I was told that it had gone past 180 days and therefore could not be reinstated. Today I have read the terms and conditions and found that this is not the case but I am unable to speak with EE customer services as it requests you to enter the very same number that they have put into hibernation!  I'm still able to receive text messages etc. but unable to top-up or make chargable communication.

Help with this would be appreciated 

[Leanne_T]

Hi there @Retec123

I am very sorry to hear this. 

When your number is in hibernation, it is still possible to get it back until you’ve reached 269 days of no chargeable activity, did you contact us before the 269 days? 

Leanne. 

[Retec123]

Hi Leanne,

Thank you for getting back to me..

Yes, Absolutely.. well within 269 days as it was only a short while after it actually going into hibernayion that I made contact with EE and I couldn't have done that if the phone number wasn't still active.. as the number is required to enter in on the automatic service to speak with anyone.

Kindest Regards

Steve

[Leanne_T]

Hi @Retec123

Thanks for coming back to me. 

In this case, please call us on 0800 956 6000 and no number will be needed. The team can get this looked into for you. 

Leanne. 

[Retec123]

Hi Leanne,

Calling the number you've given and only one of the five options allow you to speak with someone without having to enter your phone number.. Option 'New customer - Wishing to join EE'... currently on hold (12m:15s) waiting whilst someone is looking into it..  

[Leanne_T]

Thanks for calling, hope you get this sorted @Retec123

Leanne 🙂

[Retec123]

Hi Leanne,

Unfortunately nothing was sorted... After a call lasting 38m 14s... only apologies for being given the incorrect information.

Kindest Regards

Steve

[Leanne_T]

Hi @Retec123

How long ago was the number cancelled? 

Could the team find the number to see if this could be reactivated? 

Leanne. 

[Retec123]

Hi leanne,

I've been told that the number has been cancelled and there is nothing that can be done..

Kindest Regards

Steve