Pay As You Go - Hibernation?

[Kaz0512]

Hi. I moved to a PAYG pack from my mobile plan after relocating from the UK around 2 years ago. I've been topping up my mobile number every 6 months to keep my number active as I still need to receive codes for security verification on UK accounts. I topped up online to the phone number just now and payment has been charged on the credit card but the number does not appear to be reactivating and does not have any signal. I last had signal and could use this number on 30 January. 

I've read some posts about the number being "hibernated". How do I reactivate the number or stop it being reissued? If this is not possible without being in UK, how do I get a refund for the top up charged?

Edit: I checked and my last top up was 21 July 2024.. Ive read in other posts I then have a further 3 months after 6 months of non chargeable action to ask EE to reactivate the number. Seems like my last chance today then! I downloaded the phone app and also not able to see the live chat function 😞

[Chris_S]

Hi @Kaz0512 Thanks for getting in touch with us here in the EE Community.

We have a dedicated page which explains more about PAYG hibernation, and how to reactivate your line after your account has entered hibernation by clicking this link here

We have a Community page where you can find further comments and tips here What is pay as you go and flex hibernation, and how do I stop it? - The EE Community

Chris S

[bristolian]

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@Kaz0512 wrote:

Edit: I checked and my last top up was 21 July 2024.. Ive read in other posts I then have a further 3 months after 6 months of non chargeable action to ask EE to reactivate the number. Seems like my last chance today then! I downloaded the phone app and also not able to see the live chat function 😞

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Find any working phone - dial 07953 966150

[XRaySpeX]

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@Kaz0512 wrote:

I checked and my last top up was 21 July 2024.. Ive read in other posts I then have a further 3 months after 6 months of non chargeable action to ask EE to reactivate the number. Seems like my last chance today then! I downloaded the phone app and also not able to see the live chat function 😞

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There is no live chat for PAYG.

Your last chance is not today but this time next month. So you've need to phone CS urgently to get your PAYG SIM reactivated & your money credited back to it.