Hi I have a similar issue, I need an email address to contact to query my online order.
I think my number has also gone into hibernation as I have been away from EU/UK since February 2023. I've just returned to Germany and am unable to use my SIM. While in New Zealand I ordered and paid for a £20 top up pack online, with a London address. The amount has been deducted from my NZ Bank account. I now wish to cancel this order please as because of the hibernation issue I can't use it.
