PAYG SIM in hibernation while abroad – top-up and plan successful but services n

xzc2001uk · ‎28-09-2026

Hi,
I’m currently in China and my EE Pay As You Go SIM appears to be in hibernation.

I can still receive SMS, and my top-up was successful. I have also successfully purchased a Pay As You Go plan, but my credit is still showing £0 and the plan is not working / I cannot send texts.

I believe my account needs to be reactivated. As I am currently abroad and unable to make an international phone call, could an EE advisor please help me reactivate my account?

I would like to keep my existing number. Thank you.

XRaySpeX · ‎28-09-2026

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

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.

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 Home Broadband & Home Phone or Option 2 for Mobile Phone & Mobile Broadband

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 SoGEA > 2025 EE 150 Meg FTTP

View solution in original post

XRaySpeX · ‎28-09-2026

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

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.

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 Home Broadband & Home Phone or Option 2 for Mobile Phone & Mobile Broadband

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 SoGEA > 2025 EE 150 Meg FTTP

Ali_A · ‎28-09-2026

Hi @xzc2001uk

Just to add to @XRaySpeX reply, you'll need to call our customer service team using a different phone in China, using the number found on our Contact us from abroad page, to take your line out of hibernation. We don't have account access here on the Community Forum.

You can find out more at Pay as you Go hibernation | EE

Ali