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No data after topping up

Imjt999
Contributor
Contributor

‎05-10-2022 04:32 PM

Hi, I topped up at end of last month but my account shows Zero data remaining and I have not used any. In fact I only use the phone when in London and have not been there in months.  It’s turned off.  

0 Helpful
13 REPLIES 13
XRaySpeX
Grand Master
Grand Master

‎05-10-2022 04:58 PM

How many months? 

What does texting AL to 150 report exactly? 

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)
Imjt999
Contributor
Contributor

‎05-10-2022 09:20 PM

I am not in the UK with no service so can’t text from the phone. The online account shows £5 on credit but zero remaining data. 

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XRaySpeX
Grand Master
Grand Master
In response to Imjt999

‎05-10-2022 09:23 PM

How many months since you left UK?

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)
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Imjt999
Contributor
Contributor

‎05-10-2022 11:46 PM

Two.  But why would that matter?

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XRaySpeX
Grand Master
Grand Master
In response to Imjt999

‎05-10-2022 11:51 PM

Cuz after certain periods of non-use they are deactivated & eventually completely lost.

Sounds like your PAYG SIM has gone into hibernation.

When did you last use it for a chargeable action? 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.

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)
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Imjt999
Contributor
Contributor
In response to XRaySpeX

‎06-10-2022 09:57 PM

Like I said in my first post I topped up a couple of weeks ago

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XRaySpeX
Grand Master
Grand Master
In response to Imjt999

‎06-10-2022 10:01 PM

Yes, but before that? It had probably already gone into hibernation before then.

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)
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Imjt999
Contributor
Contributor

‎07-10-2022 05:15 AM

I doubt that I had used the phone   two months ago and topped up before it would have gone into hibernation.

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Leanne_T
EE Community Support Team
In response to Imjt999

‎07-10-2022 08:09 AM

Hi @lmjt999

Can you text BALANCE to 150 and let us know the reply? 

Leanne.

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