Packs and hybernation

[Teedoff]

Hello,

My £5 pack expired in Sept (I think). I think my last chargeable action was in Aug. Being worried about losing my number I topped up my account to just over £5 now.

Q: Is topping up my account alone enough to ensure I don't lose/hybernate my number for another 6 months?

After topping up, I expected the usual text saying I now had  so many  minutes/texts/gb data available etc. on my £5 pack, but didn't get it. I phoned my own landline, which worked suggesting I now had a £5 pack again. But the website says I have no pack, minutes etc. 

Q: how did I phone with no pack/minutes?

The cheapest pack on the website is £10 now? But I texted ALL PACKS  to 150 and it says something confusing about direct debit (I don't know if what follows is only available via direct debit?) then it lists packs including: PACK05.

Q: Is £5 pack still a thing? Totally confused....

[Christopher_G]

Hi @Teedoff 

If your number has entered hibernation and still isn't working after a top-up, I'd recommend speaking to our Mobile Care team.

Check out all of our current available packs here.

Chris

[XRaySpeX · Accepted solution]

1. Topping-up will keep your SIM live provided it hasn't already gone into hibernation.
2. Topping-up isn't buying a pack; just adding money credit. If you hadn't renewed your pack within 30 days it is cancelled. When you phoned your landline when you had no pack the charge was taken out your credit.
3. Not DD but direct card payment which gets you a 10% discount on the price of a pack. Text PACK05 to buy the £5 pack.

EE PAYG SIMs are deactivated after 6 months of non-chargeable use. You then have a further 3 months to call EE to reactivate it before it is lost completely.

You need 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.

What does texting AL to 150 from your no. fully report verbatim (it is free)?

[Teedoff]

Thanks for the response.

I couldn't figure out how to determine that I wasn't in hibernation so I texted  "PACK05"  to start it even though I didn't want to, just to be sure.

It then said I'm on the old pack, and should select a new booster pack (more dd stuff again) e.g.  text PACK05. It wouldn't respond to "BALANCE",  so had no choice. I'll be fuming if it's setup dd. I dread it every time I have to do this stuff on EE.

But BALANCE now tells me what I expect anyway.

Thanks

[XRaySpeX]

Thanks! You're welcome 🙂 ! Glad I could be of assistance & trust it is now sorted.

There are no DDs on PAYG, only direct card payments.