Pay as you Go Sim. New user can I recover lost credit - unfamiliar with EE rules

[foxesboxes]

My wife has an LG phone used in emergencies only - she now discovers that the approximately £8.80 has disappear5ed from the sim and she is unable to use the phone now.  We would like to re-open the number xxxxxxxxxxx - recover the credit and move on.   The phone was only intended for special occasions - ie recent hospital stays so am looking for help.  Notice from the card literature that Pack lasts for 30 days and then renews automatically.  Am I able to have a standard "PAY AS YOU GO" or does it have to be supported by a Direct Debit. 

[Mod edit: Please do not share personal details as your posts are visible to the public. Thanks!]

[XRaySpeX · Accepted solution]

1. Sounds like your PAYG SIM has gone into hibernation.

   When did you last use it for a chargeable action? EE PAYG SIMs are deactivated after 6 months of non-use. You then have a further 3 months 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.

2. All EE PAYG SIMs come primed with a recurring Pack of allowances ready to bought out of your PAYG credit as soon as it is sufficient. Your last top-up went to buy this Pack.

   By texting AL to 150 it should show you the Pack you have bought with your credit & how much you have left from your allowances until its expiry date.

   Text STOP PACK to 150 before you next top-up & you can use the SIM for calls & texts but not data as normal PAYG at standard per-unit rates paid for out of your standing PAYG credit balance.

   To save the SIM going into hibernation due to lack of use, just remember within every 179 days (~ 6 months) 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 any Pack or Add-on you might have.

3. You don't pay for PAYG with a DD but either by a Direct Card Payment or topping up with money.

[Jonathan47]

Thanks