My number will be (or has been?) cancelled - But I still need it

[astrid123]

Hi, I received a SMS saying that because I haven't made a chargeable call/text or used data for six months, I will lose any remaining credit and my number will be disconnected in the next three months. The text also states to call 150 to discuss this, which I tried, but all calls from my number are blocked.

I am currently overseas (which is why I am not using my UK phone) and also tried to use the international number EE suggested (+44 7953 966 150), but that also does not work. It appears any calls are blocked. 

I topped up my EE mobile account, but the number that is showing there is not my actual number either! The one that the credit is attached to ends on 697, but the number I actually use and is connected to my EE profile ends on 186.

This is really important and urgent as I just started my own business and as I am usually based in the UK I obvs used my UK mobile number with my clients!

Please can someone help me asap. Thank you! 

[XRaySpeX · Accepted solution]

@astrid123 : You really do need to call CS during the 3 month grace period, from another phone if necessary, to get your PAYG no. back.

Your PAYG SIM has gone into hibernation due to non-use. If it has, topping-up now would be too late.

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.

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.

[bristolian]

When a PAYG line is hibernated, outbound calls are deliberately redirected to 150, precisely to allow the call to CS to reactivate and potentially topup. A topup before hibernation should prevent it, but once hibernated is too late.

With you being abroad, this has likely complicated the issue because your phone needs to roam (connect to a foreign network) and it can't do so while being hibernated. This is the very natural catch-22.

As already mentioned, you will need to contact CS from another working phone. If this is not done in time for the absolute 273 day deadline, your number & credit will be permanently lost.

[XRaySpeX]

With PAYG SIMs from all networks it is a case of "Use it or lose it"! There is a shortage of mobile nos. to dish out.