Keeping my UK number

[KJD3]

Hi. I am currently away travelling for 4 months and before I left the UK I switched to a PAYG sim so that I could keep my UK number. Whilst being away I have topped up my account just to keep it active.

yesterday I received an email saying that because my number hasn’t been active it was going to be deactivated in the next 4 days. 
As a result I have topped up my credit and have tried to call, text and data roam just to try use my credit but all have been unsuccessful and the calls have said “calls to this number have been barred”

Is there something I can do to ensure I keep my number? 
Thanks

Kathryn

[XRaySpeX]

@KJD3 : When was your SIM moved to PAYG? It takes 30 days notice to cancel a contract & before it is moved to PAYG. Had that change taken place while abroad you can't now use it at all while abroad. To be used abroad EE PAYG SIMs need 1st activating on EE's home UK network. If it wasn't you can't now use it until you return to UK.

[KJD3]

Hi

The change took place whilst I was still in the UK, back at the beginning of January. I don’t really mind that I’m not able to use the Sim whilst away as I’m connected to WiFi, I just don’t want to loose my number. I return to the UK in May

Thanks

[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.

[KJD3]

The Sim switched over on January 6th and I’ve not made any chargeable amounts since. When I called EE in December about changing to PAYG I was told to keep my number I just needed to top up my credit. I didn’t realise I had to use some of it too

[Ritu_D · Accepted solution]

Hi @KJD3 

As the sim card has not been used in the UK before you travelled abroad like mentioned above the Sim card is likely to have gone into hibernation. 

You could try calling customer services to confirm what is happening with the number, the number to contact us on when abroad is  +44 (0)7953 966 150

Thanks 

Ritu