I think my line has gone on hibernation

[Ali92]

Hello,

I've been abroad for 6 months now. I think my line has gone on hibernation. I've topped up but I still can't call or text. What can I do to get back these services?

Thanks

[Ali_A]

Hi @Ali92 

Welcome to the Community. 

Once your Pay as you go line has entered Hibernation, you'll need to call our Customer Service team to reactivate the line. 

Contact Us | Help & Support - EE

Ali

[Ali92]

Thanks Ali,

I can still receive calls and texts I just can't call. Even if I wanted to contact them I won't be able to. Is there another way?

Thanks

Ali

[Ali_A]

@Ali92 

If you can still receive calls and texts, your line will not yet be in hibernation, there may be a different issue you're experiencing. 

You'd need to call the Customer Service team from a different phone. 

Are you in the UK at the moment or abroad? 

Ali

[Ali92]

I'm still abroad. Does my sim card have to connect to a UK tower to stay active? What's the time frame for this connection? I might still be abroad for another 2-3 months?

Thanks

[Ali92]

Hello,

I'm having a similar issue but I've been abroad for a lot longer. I can receive calls and texts but I can't make calls or text. Does my sim card have to connect to a UK tower to stay active?

Thanks

[XRaySpeX]

@Ali92 : Not if it's already active abroad.

Where are you? 

It sounds like you have no credit to make calls & texts when you can receive.

[bristolian]

If a PAYG line has gone into hibernation in the UK but otherwise has credit, all outbound calls are redirected to 150 in order to allow resolution. I've recently done this with a relative's phone, and the process worked.

Being abroad may add complications, in hindsight I would always recommend the phone should have been used prior to travelling to both check roaming and hibernation status. If necessary you can contact CS using another working phone, or a web-calling app such as Skype.

[Ali92]

I spoke to EE customer service.  They said my line was active and not in hibernation. They got me to buy on of the packs but it still doesn't work. It says calls are barred and texts not going through.

Could it be something else? I've had a chargeable activity on my line

[Leanne_T]

Hi @Ali92 

Thanks for coming back to us. 

Do you have signal showing on the phone? 

Are you in the EU? If so, when you called did you buy a Roam like home add-on, or a subscription pack?

Thanks 🙂

Leanne.