I have balance but cannot use phone

[Studiosoft1]

My phone had lapsed and I lost my balance, I topped it up and the top up was successful but I cannot use my phone. I cannot even use 150. The help section on the website is a waste of time, I wondered if any of you guys could help.

[XRaySpeX]

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.

[Studiosoft1]

Thanks, the period was 206 days. I topped it up today and the top up was successful. I even got a text message to the phone confirming the top up. I am unable to log in to my account as it says my details are invalid. 

[XRaySpeX · Accepted solution]

@Studiosoft1 : Then you'll need to call CS to reactivate it. You have about 2 months to do that.

[Chris_S]

Hi @Studiosoft1,

Welcome to the EE Community and thanks for getting in touch.

Thank you for letting us know that you've successfully topped up your Pay As You Go account.

Are you now able to call, text and use the internet?

Chris S

[Studiosoft1]

Thanks, I will contact the helpline in the next few days. I had hoped that just topping up would free it.

[XRaySpeX]

Thanks! You're welcome 🙂 ! Glad I could be of assistance & hope it soon gets sorted.

Topping-up is to late when in hibernation.