Phone will be disconnected due to inactivity

[PunchingJudy]

I have a subscription pack which I pay for on a monthly basis. I occasionally make chargeable activities (calls, messages and so forth) to keep my number while I am overseas.

Today I have received the following 

Hi, as you haven't made a chargeable call/text or used data for six months, you will now lose any remaining credit (as per our terms and conditions). Your number will also be disconnected in the next three months and we'll text you beforehand to let you know. Please call us on 150 if you would like to discuss this.

I checked my activities for the past 30 days (longer period is not available) and it has a top up, a call and a text all charged separately since I am in roaming.

Is there a way to complain apart from calling EE? Any advice?

[Leanne_T]

Hi @HYT001 @Sunnydays2 

I am sorry to hear how stressful receiving this text message has been for you both and appreciate you need the number to stay active. 

To check why the message has been sent and make sure your account will not go into hibernation, please give us a call and our pay as you go guides will help you get this sorted. You can find our contact details on the Contact EE page. 

Leanne. 

[Prometeomail]

 I just called to their abroad number, +44 (0)7953 966 150. I went through the options easily. I think I had to press 1 and 1 and then enter my phone number, and I got a human. He checked my account, and he thinks the number should be ok and won't be deleted. I did a call, an sms and an extra top-up before caling the number just in case.

One thing that bothered me is that I requested a PAC in the website just in case and I got a message saying that due to the status of my account, they were unable to process my request. So it does look like there is something going on with the account, regardless of what they told me on the phone.

[XRaySpeX]

@PunchingJudy , @HYT001 , @Sunnydays2 , @Prometeomail : Are you on an EE 3G plan, maybe moved from an old Orange or T-M plan? I get the impression that these hibernation warnings are mistakenly sent by EE at the same time as the notification msgs that the 3G network is being closed.

[Prometeomail]

I  was with Vodafone. I switched in 2019.

[PunchingJudy]

I joined EE as a new client in 2023. Doubt they were still offering 3G at that point. Filed a complaint using the link posted above. Hopefully will get some answers from their support.

[bristolian]

---

@XRaySpeX wrote:

I get the impression that these hibernation warnings are mistakenly sent by EE at the same time as the notification msgs that the 3G network is being closed.

---

This is feasible, but the closure of the Orange & T-Mobile brands should not be confused with the shutdown of EE's 3G-RAN.

The 3G radio shutdown was not a billing or account change.

[XRaySpeX]

---

@bristolian wrote:
This is feasible, but the closure of the Orange & T-Mobile brands should not be confused with the shutdown of EE's 3G-RAN.

---

No, but many if not most of Orange & T-M users were auto moved to equivalent EE 3G plans when access to their old ac/s was removed some years ago & about now the 3G network has gone for good. So no confusion there, thank you!

[bristolian]

The 3G radio shutdown was complete around the turn of late-January/early-Feb 2024.

[Carolyne2]

I have received a text message saying that I had not made any chargeable calls or text in over six months although I have done both  in the last two weeks, and they showed in the history when I looked at the app yesterday. I called customer support about the message, they checked my account and said everything is fine, they gave me a call reference (which they have now closes saying it's fixed) but today I can not access my account via the app as says its closed and I can not make calls or receive calls. 

[Christopher_G]

Hi @Carolyne2 

Welcome to the community.

It's strange that it would be disconnected if the agents could see chargeable activity on your account. I recommend getting back in touch with our Mobile Care team so they can double check it and hopefully get you reconnected.

Chris