Not receiving calls

[Azi2]

I’m not receiving calls. When someone tries to call it says calls to this number cannot be connected. I can’t make calls either. Even when I tried calling 150 message states looks like you don’t have enough credit to make this call please top up.  But my phone has money in it as I topped up and have logged into my phones account on the ee website confirming there is money. If I can’t call ee I can’t talk to them to sort it out. 

[Chris_B]

@Azi2 have you tried restarting the device?

[Leanne_T]

Hi there @Azi2 

Thanks for coming here 🙂

When was the last time you used the SIM to make a chargeable call, send a text or top up the account? 

Speak soon. 

Leanne

[Azi2]

Yes restarted it but it’s the same. 

[Azi2]

I have last topped up last in like November of last year. But I continued using it to receive calls mainly and just using WhatsApp. Last time I was on a phone call was in 27/04

[Leanne_T]

Hi @Azi2 

If you haven’t used your phone for any chargeable activity for 179 days, your account will go into hibernation and any credit will be removed. When your number is in hibernation, it is still possible to get it back until you’ve reached 269 days of no chargeable activity.

To get this looked into and see if the account has gone into hibernation, please get in touch with our pay as you go guides, full contact details can be found on the Contact EE page. 

Leanne. 

[XRaySpeX]

Receiving calls & texts does not keep it live. You must have used WhatsUp over WiFi as you had bought no mobile data. That also does not keep it live.