Number hibernation

[K4mz]

Hi i think my pay as you go SIM card is gone into hibernation i didn’t use it for 6 months as I’ve been abroad when i call the number it says welcome to ee voice mail dose that mean it’s locked? I’ve also just topped it up with £5 now please let me know what i need to do? 

Thank you 

[bristolian · Accepted solution]

PAYG lines are hibernated after 179days without chargeable use.

You then have approx 3months to reactivate your line via EE-CS before outright disconnection after 274 days.

You need to contact CS on 07953 966150 from any working phone, or +44 800 9566000 from a web-calling app such as Skype.

[K4mz]

So if my sim is hibernated will it go to EE voice mail when i call the number?

[Lesley_W]

Hi @K4mz 

Welcome to our community.

Yes, the call wouldn't be able connect if the SIM was in hibernation and may divert to voicemail.

Lesley

[XRaySpeX]

Sounds like your PAYG SIM may have gone into hibernation due to non-use. If it has, topping up now is too late to take it out of hibernation. 

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.