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Pay as you go

Lesleyla
Investigator
Investigator

‎30-01-2025 05:57 PM

I cant receive calls or top up as it cuts me off before asking for the top up. I havent topped up in a long time so has this affected my phone ? 

0 Helpful
3 REPLIES 3
Northerner
EE Community Star
EE Community Star

‎30-01-2025 06:17 PM

Hi @Lesleyla 

  • Are you in the UK. 
  • When did you last make a chargeable call or text.

Please read here about EE hibernation policy.

https://ee.co.uk/help/mobile/manage-use/pay-as-you-go/pay-as-you-go-credit-run-out-when-i-havent-mad...

Thanks 



To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.

EE standard opening hours are Monday to Friday, 8am to 9pm - Saturday and Sunday, 8am to 8pm.
XRaySpeX
EE Community Star
EE Community Star

‎30-01-2025 09:48 PM

Sounds like your PAYG SIM may have gone into hibernation due to non-use. 

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
MyNameIsChris7
Skilled Contributor
Skilled Contributor

‎31-01-2025 05:36 AM - edited ‎31-01-2025 06:03 AM

Hi there,

You'll probably need to top up your account where possible. Ensure you top up the amount that is required. You can watch this video to find out more about topping up your account.

You can also call EE from 150 from an EE phone or from another phone 0800 079 8586.

 

I hope this helps.

Thanks for reading! If my reply helped you, why not hit the thumbs up button? That way, it'll help customers with issues related to yours find a recommended solution.

------
My name is Chris. I'm from the UK & I've been an EE customer since 2013/14.
I try my best to help you out - but I don't work with EE.. (one day maybe). I'm here to lend a helping hand to those who may need it.
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If you require assistance or to manage your account with EE...
Call 150 from an EE phone - it's free and you will not be charged.
Call 07973 100450 from any other phone
Call 0800 079 8586 from any other phone/and or Skype.
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An easier way of managing your account is using My EE.
It's available to download on Android & iOS and you can use it online too.
https://ee.co.uk/myee