Keeping the PAYG sim active while not making calls or sending texts

[mghaffari]

Hi there,

I bought a PayG simcard about 2 years ago, but not from the UK, but from someone in Iran, so that I can use it for having access to social media platforms that require non-Iranian phone numbers (which are increasing in number these days).

I receive messages from EE that says I can use roaming, but I can't do so. The reason is that I haven't made the 1st call in the UK.

Now, I discussed the issue with EE's Twitter support last year, and they told me that as long as I top up my sim at least every 180 days, it will remain active, even if I don't make any calls or send texts.

And that has worked so far, until today.

I topped up my number this morning. The last time I have topped it up before today (June 6, 2025) was December 16, 2024.

However, in the evening, I received thsi message from EE:
"Hi, as you haven't made a chargeable call/text or used data for six months, you will now lose any remaining credit (as per our T & C). Your number will aslso be disconnected in the next three months and we'll text beforehand to let you know. Please call us on 150 if you would like to discuss this."

On page 14 of the last version of the PAYG contract (Apr 29, 2025), it says:
"You must make a connection action at least once every 180 days. If you do not, your SIM card will be disconnected from the network,
and you will not be able to use the service at all. You will also lose your mobile phone number. Any credit on your account at the time
of disconnection will be forfeited.
‘Connection actions’ are:
- Making a chargeable outbound call
- Sending a text message
- Topping up your account
- Making a payment for an Add-On"

So, based on that, I have essentially made a connection action. Will I lose my number? If not, why they have texted me that? If yes, on what grounds?
Can anyone ask EE's support about that? I have contacted them via Twitter last year but it seems they don't answer social media direct messages anymore.

Thanks a lot for your attention.

[XRaySpeX]

I guess you've been playing with fire leaving your top-ups to the last few days of the 179 day period to make chargeable actions to keep it out of hibernation. For a start today is the 9th June. That's already 3 days out. Perhaps your recollection of when you previously topped-up was similarly out. However you still have a 3-month grace period to call CS to get it out of hibernation.

[mghaffari]

Hi again,

I double-checked the date of last recharging and I was correct about the date. Attached you may find a screenshot in support of that. Now, my question is, how can I file a complaint about that or discuss it directly with EE to waive their presumable termination decision?

[XRaySpeX]

What termination decision? It's just been put into hibernation. You've still the 3-month grace period to call CS.

[mghaffari]

Well, based on what I know and what they've said, it will eventually lead to that because I can't make calls since I haven't made the first call in the UK.

[XRaySpeX]

Well, there's not much point in having it anyway.

[mghaffari]

I prefer keeping it, but I don't want to fly to the UK to make a call for that. Is there any way to discuss it online with EE? 'cause I've obviously acted as per the contract and I shouldn't be affected because of that.

[XRaySpeX · Accepted solution]

No, you need to phone CS to get it out of hibernation. Try calling CS on the Freephone no. in my sig. using a web-calling app over WiFi. 

[Schockwave]

@mghaffari , when you got your SIM card, did you first make a chargeable call or text in the UK to activate it? If you did not, then the SIM card will not work abroad, so you would have to send the SIM card back to the UK for someone to make a chargeable call or text, but if it has gone into hibernation due to non use, then you will have to ring customer service to get it activated, but only if you has been used in the UK first.