Just topped up but my phone does not have any credit

[ray-madson]

Hi all,

I want to give my number and an old phone to my dad. I had a pay as you go EE sim and looking at its account, it had £5.30 credit.

I tried setting up my phone with the sim. I couldn't send any calls, as it said it had no credit. I topped up £5 to get the balance to £10.30

Still no dice. Tried calling it from my end and it said the number is not connected.

The top up history is

12 April 2023 = £5

11 Dec 2023 = £5

It hasn't been used in a while. I can't connect to 150 or 07953966250. I'm guessing it is in hibernation, but it can still allow me to add credit to the number.

Is there anything I can do to get this working?

[XRaySpeX · Accepted solution]

Your PAYG SIM has probably already gone into hibernation.

When did you last use it for a chargeable action before today's top-up? EE PAYG SIMs are deactivated after 6 months of non-chargeable use. You then have a further 3 months 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.

[Zmccormack]

Sorry just got a new sim card , activated and topped up to get the right tarif , it says it goes on immediately but it’s now been 9 hours and it’s still not working 

[Christopher_G]

Hi @Zmccormack 

Has it updated this morning?

Chris

[XRaySpeX]

@Zmccormack : What does texting AL to 150 from your no. fully report verbatim (it is free)?

[Jfisherat33]

The same thing has happened to me 

I have paid for credit for phone no ************ and I get I haven’t got enough credit 

haven’t used the phone for over a year but needed it in an emergency 

rang your freephone number who referred it to this website 

need a refund or someone to activate the number 

not impressed as you should have told me sim was inactive before taking my money !

[Mod edit: Please do not share personal details as your posts are visible to the public. Thanks!]

[Katie_B]

Good morning @Jfisherat33. 

Thanks for coming here. 

If your number is in hibernation then our customer care team who have account access would need to activate this for you. 

Information on pay as you go hibernation can be found HERE. 

Katie

[XRaySpeX]

@Jfisherat33 : As you haven't used it for over 9 months you've lost that number and any credit on it for good, as I described in the Solution above. You accepted these terms when you signed up for PAYG.