Understanding Pay As You Go Hibernation – and how to keep your number active

[BBB12345]

Hi - 

I got a message from EE saying that I had an inactive phone for 160 days (which is not true). But to be sure I sent some text messages.

I then received a message that "As you have not made a call or sent a text" you will lose any remaining credit. Anyway - I logged into my account, credit is still there. I tried to top up with said credit but this failed. I then tried to make a call and I got an automated message "this account has been suspended". I tried to call EE suppot but this can bot be done on a suspended account.

Kindly advise how on earth I get this operational again?

Thank you.

[Rach_H · Accepted solution]

Hi @BBB12345,

Welcome to the Community!

I'm sorry to hear about what has happened with your SIM. If you've not used your SIM for any chargeable activity within this time frame then your SIM will go into hibernation. If you reach out to our team on a friend or family member's phone, then our team will be able to get you reconnected.

Rach

[XRaySpeX]

@BBB12345 : By "inactive" it's meaning you've made no chargeable use over that period.

Sounds like your PAYG SIM may have gone into hibernation due to non-use. If it has, topping-up now would be too late.

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.