Just topped up but my phone does not have any credit

ray-madson · ‎11-12-2023

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 · ‎11-12-2023

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.

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC => 2020: EE 40 Meg FTTC => 2022: EE 80 Meg FTTC (no landline number)

View solution in original post

XRaySpeX · ‎11-12-2023

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.

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC => 2020: EE 40 Meg FTTC => 2022: EE 80 Meg FTTC (no landline number)

Zmccormack · ‎13-01-2024

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 · ‎14-01-2024

Hi @Zmccormack

Has it updated this morning?

Chris

XRaySpeX · ‎14-01-2024

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

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC => 2020: EE 40 Meg FTTC => 2022: EE 80 Meg FTTC (no landline number)