PAYG number barred after inactivity even after top up currently abroad

[MichaelIgbuwe]

Hey Everyone, my PAYG number was barred due to inactivity. I received a warning message on Friday and topped up today to keep the number active, but I still cannot call or send texts. I discovered the number was barred when I tried calling.

I am currently abroad and have signal on my phone, but services are blocked. I have tried calling 150 and the international number, but I cannot get through because the line is barred. I have also submitted an online complaint.

I have already submitted a complaint to EE, but the quicker this can be resolved the better. If anyone knows what I need to do or who in support I can reach out to directly, I would really appreciate the help. I would like the bar removed and my service restored, as I do not want to lose this number.

Thank you.

[XRaySpeX · Accepted solution]

@MichaelIgbuwe : You need to call CS to take it out of hibernation.

Sounds like your PAYG SIM has 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.

I don't think anything will come of your complaints. This hibernation due to non-use is part of your T&C's.

[MichaelIgbuwe]

Hi,

Thank you for your explanation. On Friday, I was informed that I had a 3-month grace period for my PAYG SIM, which is why I decided to top up today to try to activate it.

Could you please advise how I should reactivate it properly? If I buy a data plan, will that remove the bar, or is it necessary to call EE? I have already tried calling, but it’s not working while the line is barred.

I would really appreciate your guidance so I don’t lose my number.

Thank you.

[XRaySpeX]

It is necessary to call EE. Only that during the 3 months grace period can get it out of hibernation.

[MichaelIgbuwe]

Hey, thanks so much for the guidance! I’ll try it tomorrow.

One thing when calling EE, I see the options:

• Option 1: Home Broadband & Home Phone
• Option 2: Mobile Phone & Mobile Broadband

Since my issue is with my PAYG mobile SIM, which option should I pick? Or can you tell me the options to pick because when I tried it this afternoon I was kinda confused on how to get to someone

sorry if my question might be a lot

Thanks again for your help!

[XRaySpeX]

Option 2 it is! You have a SIM in a mobile phone, albeit on PAYG.

[MichaelIgbuwe]

Thanks! I’ll try tomorrow and give feedback on how it goes. I really appreciate how quickly you answered my questions.

I have a suggestion though  why not have a chatbot we can talk to that helps solve issues like this quickly, instead of having to call support? I think it would make things much faster and easier for customers.

Thanks again for your help!

[bristolian]

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@MichaelIgbuwe wrote:

I have a suggestion though  why not have a chatbot we can talk to that helps solve issues like this quickly, instead of having to call support?

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There is a live-chat facility on the myEE app for pay-monthly customers.

The complaints process is also intended to resolve service issues that are not time-sensitive - it's certainly not designed as a means of contacting for urgent issues. I do concur with the previous suggestion that you are likely to be referred to the T&Cs, which are also freely available for download anytime.