Not receiving any OTPs to my number that stopped yesterday

[Moin522]

Hi everyone,
I'm hoping someone can shed some light on my situation. I purchased an EE SIM card in the UK and used it for a year while living there. I returned to the UK last November and haven't recharged my SIM.
 I could still receive OTPs on the number, but that stopped yesterday (23 September 2024). 
Today, I managed to  top up £10 but  not receiving  any OTPs to my number.
How I can  receive OTPs to my number, as this number aligns with my Outlook email? and i am not getting access to my outlook email.
I need some advice or suggestions on how to resolve this issue. Your help would be greatly appreciated!
Thanks in advance.
Moin

[Katie_B]

Hi @Moin522. 

Welcome to the community. 

The only way to activate a number that is in hibernation is by getting in touch with customer care. 

If your number has been completely disconnected, there is no way to activate this. 

Katie

[XRaySpeX]

How long was it between leaving UK last time & returning now?

Sounds like your PAYG SIM may have gone into hibernation or worse due to non-use. 

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.

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.

[Moin522]

I am sharing that I was not able to solve my issue. The last time I took
chargeable action (top-up) was 19 January 2024.

Although I made another top on 24th September 2024, I failed to purchase a
package.

I tried to call from Bangladesh but could not make a call due to the
call-barring option.

I hope your kind feedback addresses my situation.

Kind regards,
Moin

[Peter_W]

Thanks for highlighting all of those details for us, @Moin522.

I've just edited the post slightly to remove your full name as we recommend not to share this in public. 

I can see you mentioned last topping up in January; had you used the phone to make a call or send a text since then?

Peter

[Moin522]

Thanks Peter for your kind reply.

In response to your email, I would like to share that I made a call. In
addition, I was receiving texts up to 22th September 2024.

Thanks,
Moin

[Peter_W]

Cheers @Moin522, was this call in September too, or was it earlier?

Did the call connect at the time as well?
Peter

[Moin522]

It was before September.
After making the call , my balance was £0.41 up to 22th September.

--

Regards,

[Mod edit: Removed personal information]

[Peter_W]

Cheers @Moin522, it's definitely going to be best to get this one checked by our team so we can say with 100% certainty if this has been placed into hibernation. 

Are you in the UK at the moment, or are you back overseas?

Peter

[XRaySpeX]

Topping up in Sept, 8 months after your last chargeable use, was too late. It had already gone into hibernation (after 6 months) & you needed to call CS to release it.