No Service

[Hmiller]

Hello,

I have "no service"  on my "pay as you go" SIM  since the beginning of February 2022.

I did try on a couple of different phones but got same message.

I'm abroad and cannot go to  a EE store until the end of March, when I will be back to UK.

I'm stucked as my credit card is asking for confirmation by sending a text message, or phone call .

Best regards,

Giovanni

[Leanne_T]

Hi @Hmiller 

Thanks for coming here. 

Was the SIM card used in the UK before travelling abroad? 

If so, how long ago did you last use the SIM or topped up the account? 

Thanks 🙂

Leanne.

[Hmiller]

Hi @Leanne_T ,

I work abroad most of the time .

I don't usually make telephone calls , but I receive lots of them , including text messages from NHS and so on.

I bought  the SIM card in 2016 and since then I used it the same way until now  and never had this problem before.

I did top up on 7th February when I realised that my phone was not working.

Now I'm totally stuck because I cannot do any payment at all and I don't know how to solve it.

Thank you,

Giovanni 

[Leanne_T]

Hi @Hmiller 

The account may have gone into hibernation if there has been no chargeable activity. If this in in hibernation, you would need to call us to get this looked into.

Please see our What is pay as you go and flex hibernation, and how do I stop it? article for more information, including contact details. 

Leanne.

[Hmiller]

Hi @Leanne_T ,

Thank you for your reply.

I think that it is the reason , but when I log into  to MYEE account how do I check it ?

How could I call if I have  "no service" signal ? 😂

Doing an international call may cost me a fortune taking into account average response time.

Best regards,

Giovanni 

[XRaySpeX · Accepted solution]

Sounds like your PAYG SIM had already gone into hibernation before you topped-up in Feb.

When did you last use it for a chargeable action before Feb.? EE PAYG SIMs are deactivated after 6 months of non-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.

You can't check or fix it from your MyEE. You need to call CS. Try calling CS on the Freephone no. in my sig. on Skype over WiFi. It should be free.

[Jank0x]

As XRaySpeX said, it's likely your SIM has been disconnected due to inactivity. All mobile operators in the UK have to do this, it's part of the Ofcom regulations.

To keep it active however, you just need to top up your number, buy a pack or make a chargeable call or text. 

I feel you on this, I have a backup PAYG number on EE attached to my account (with a contract number also) for emergencies. 

[Hmiller]

Hello everyone,

Unfortunately the problem is still not resolved!

I was back in England last Thursday and made some local calls (as all of you suggested) and everything worked fine.

I flew to Iceland on Friday and I had full service from there , so everything looked fixed.

I am now in Italy and  I have "NO SERVICE "  since I landed in Venice.

So that is weird , but still facing it .

[Christopher_G]

Hi @Hmiller 

Welcome to the community.

Have you tried manually connecting to an available network?

Chris

[Hmiller]

Hi @Christopher_G ,

YES , that was the trick!

Sorry for late reply.

Giovanni