Problem re-instating seldom used PAYG mobile

[TrekVal]

I have 2 PAYG mobiles, one used all the time, the other kept as a back-up. Recently received a text from EE that credit on this one had been lost as per their terms and conditions, plus this number will be disconnected in next 3 months. I do not want to lose this number so added £10 top up by phone (unable to log into my EE account despite repeated attempts).  Top up was confirmed on the phone but has not been added as they could only pre-validate me.??? Gave up trying to speak to someone at EE after about 40 minutes. Has anyone else had problems like this? Very disappointed with EE Customer Service!

[XRaySpeX · Accepted solution]

@TrekVal : Your PAYG SIM has gone into hibernation due to lack of use. Topping up now is too late.

EE PAYG SIMs are deactivated after 6 months of non-chargeable 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.

[TrekVal]

Thanks very much for this, things are a bit clearer so now I just have to try and get through by phone. It appears my online MyEE account may have been deactivated as well which it shouldn't have, as the second PAYG I mostly use is very active. One of the online chat agents gave me a different 0800 number to try (0800 956 600). I mention this in case others may want to try it. The agent also said I could just walk into the EE shop and get it sorted. That remains to be seen but meanwhile the EE Community is definitely a boon. Thanks.

[XRaySpeX]

Thanks! You're welcome 🙂 ! Glad I could be of assistance & hope it soon gets sorted.