Phone number disconnected

[Sarah-Nalini]

I have the same problem. But have received no text nor email to say its being disconnected.
my number apparently is disconnected. have been trying to get in touch EE but its leading nowhere!
Frustrating.

[Leanne_T]

Hi there @Sarah-Nalini 

I am sorry you're number has been disconnected. 

How long ago did you last use the SIM to make a chargeable call, text or topped up the account? 

Have you tried calling the team on 0800 956 6000 to get the account looked into and see if this can be removed from hibernation? 

Leanne 🙂

[Sarah-Nalini]

Used it last in Aug/Sept 24.
No haven't spoken to that number but another and that woman said there is nothibg they can do. it's in the TCs.
I had this number fo 23 years and now i am screwed.

[Sarah-Nalini]

I am extremly upset and freaked out.

[Sarah-Nalini]

I had ONLY PROBLEMS with EE. I Only changed to EE late 2022. 
First they didn't get it sorted that I can use the SIM and that only got resolved in May 2024!!!!
Impressive incompatancy!!! 
The woman said it was disconnected on 8 of February 2025. 

I NEVER RECEIVED A TEXT MESSAGE OR EMAIL informing me about anything!

The woman said she can send a new SIM .

[Leanne_T]

Hi there @Sarah-Nalini 

I am really sorry you have been advised you're unable to re-activate the number. 

Our Why Has My Top Credit Run Out? page has full details on the hibernation process and when the number can be removed from hibernation. 

If you would like to discus's this further, I would suggest getting back in touch with the team. 

Leanne.

[Sarah-Nalini]

Hi Leanne,

thanks for the assistance.
Today I called the number in one on your threads and it was taken out of hibernation. but now I am facing the problem. that it is not registered on the network although the customer service said once I top up it works again. Well it isn't working.

Nani

[Leanne_T]

Thanks for coming back to me @Sarah-Nalini 

Are you in the UK? Any account changes can take up to 24 hours to take effect. 

Leanne.

[Sarah-Nalini]

no I am abroad and wont return for a while for medical reasons.
OK didn't know it can take up to 24h. Will wait and see how it looks tomorrow.

[Leanne_T]

Hi @Sarah-Nalini 

If you're roaming at the moment we can't guarantee the SIM will re-activate on another network. The SIM card would need to be used to make a call or send a text on the EE network to fully activate for you. 

Leanne.