I cannot use my phone number

[Tingyu]

Hi,

As I mentioned as title, I cannot use my phone number to receive messages or make a phone call. But it still has credit. Please help me check with it. Thank you.

[Leanne_T · Accepted solution]

Hi there @Tingyu 

Thanks for coming to the community. 

How long ago did you last use the SIM card for a chargeable action? 

If it was a while ago, your account may be in hibernation.

Leanne. 

[Tingyu]

Hi Leanne,

The last top up is 25/10/2023, and I also did the top up today. 

[Leanne_T]

Hi @Tingyu 

Thanks for coming back to me. 

If the last top up was October before today the account would have already been in hibernation, to get this removed please get in touch with our mobile guides who will be happy to help. 

Please see our Contact EE page for contact details from any phone. 

Leanne.

[XRaySpeX]

Today is too late as it's already in hibernation & Oct 23 was over 6 months ago tipping it into hibernation at about april '24.

[Tingyu]

Hi,

Is there any chance I can get my phone number back? It’s really important to me. Thank you .

[XRaySpeX]

Yes, by calling CS. You've got about a month to retrieve it.