Phone will be disconnected due to inactivity

PunchingJudy · ‎03-06-2024

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?

HYT001 · ‎09-06-2024

I just got a callback from EE. Paul in customer services said that the PAYG team have had lots of queries regarding this issue. It is a system error, the auto text has been generated by mistake. My account is fine. However, since I don’t know everyone’s individual cases, it is always worth double-checking by calling 150 from the mobile concerned, or sending in an online query so you can get reassurance and it is all logged in case of future problems.

When they call, they will ask security questions, your name, a code that they text you, or to confirm your latest activity. Normally, if your mobile number is not used (by topping-up, texting, phoning), there is a 6 month hibernation period, you will receive a reminder alert, then 3 months before cut-off so you can still call and discuss with EE. However, there has been a recent spate of texts being automatically sent out in error to PAYG customers about 6 months of non-activity. I hope that helps.

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XRaySpeX · ‎03-06-2024

@PunchingJudy : Sounds like your PAYG SIM may have gone into hibernation.

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.

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PunchingJudy · ‎03-06-2024

Thanks for answering! I understand the T&C, the reason I posted was that I did make chargeable activities and I see them on my account. So this hibernation thing came as a bit of a surprise to me.

Prometeomail · ‎03-06-2024

I have exactly the same issue. I have made calls, texts and top up and I still got the same message.

Sunnydays2 · ‎03-06-2024

I'm having the same problem today.

I've done a lot of texts and phoned but I've got the 6 month message as well. I know I certainly had topped in less than 6 months as well! I'm really worried about losing my number and haven't got a clue what to do.

bristolian · ‎03-06-2024

@Prometeomail wrote:

I have exactly the same issue.

In which case exactly the same advice applies, as the replies above.

HYT001 · ‎03-06-2024

Just got the same text! Have recently topped up PAYG 3 times, texted several times a week in the past 6 months. Is it an error? Will need to call 150 to doublecheck.

Sunnydays2 · ‎03-06-2024

I'm wondering if it's an error as well! Has this all happened to us all on the same day?

My credit has been going down so I have been charged but I still had this.

I called 150 but I couldn't get an answer. I wonder if it's because my phone is extremely old (2011 Orange days!).

HYT001 · ‎03-06-2024

I also called 150 but the options didn’t take me to a customer adviser. I’m going down the “Complaints” route again, online via: https://ee.co.uk/contact-ee/complaint/form

My phone is also old but as long as it’s just for text and calls (and not data), then the switching off of 3G shouldn’t affect us, I think… I need this phone for the human contact but also for all kinds of security authentication codes!

Sunnydays2 · ‎03-06-2024

It took me a few tries to work out the options, I can't remember now but it was option for other technical question - I had to text the problem and I had to wait for a call back it says the number is from "0800 956 5062" if that helps?

I'm very upset about all this. I don't even know if my phone is safe or not, it's very unclear to me. I'm on a classic pay as you go - I'm not very good a technology so it's very stressful for me. I mostly need for those codes and doctor appointments.