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Re: What is pay as you go and flex hibernation, and how do I stop it?

Shahkhanvas
Investigator
Investigator

‎13-09-2025 03:12 PM

I’ve got the Sim today and topped up recently 

0 Helpful
8 REPLIES 8
Shahkhanvas
Investigator
Investigator

‎13-09-2025 03:04 PM

Hey 

I cannot make phone calls even though I’ve topped up as well 

0 Helpful
Schockwave
EE Community Star
EE Community Star
In response to Shahkhanvas

‎13-09-2025 03:10 PM

Hello @Shahkhanvas ,

Welcome to the community,

How long ago is it since you made a chargeable call or text? It may be that your SIM card has gone into hibernation, read this:

https://community.ee.co.uk/t5/Pay-as-you-go/What-is-pay-as-you-go-and-flex-hibernation-and-how-do-I-...

To contact EE customer service dial 150 from your mobile phone or ring customer service for free using web based app or another phone: +44 800 079 8586 or +44 800 956 6000.
Katie_B
EE Community Support Team

‎13-09-2025 03:51 PM

Hello @Shahkhanvas. 

Thanks for coming here. 

Does your phone show signal?

Is your handset locked to EE or unlocked to all networks?

Katie

Northerner
EE Community Star
EE Community Star

‎13-09-2025 04:42 PM

Hi @Shahkhanvas 

Please read EE hibernation policy here: https://ee.co.uk/help/mobile/manage-use/pay-as-you-go/pay-as-you-go-credit-run-out-when-i-havent-mad...

Thanks 



To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.

EE standard opening hours are Monday to Friday, 8am to 9pm - Saturday and Sunday, 8am to 8pm.
Northerner
EE Community Star
EE Community Star
In response to Shahkhanvas

‎13-09-2025 04:44 PM

Hi @Shahkhanvas 

Are you in the UK. 

Thanks 



To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.

EE standard opening hours are Monday to Friday, 8am to 9pm - Saturday and Sunday, 8am to 8pm.
0 Helpful
XRaySpeX
EE Community Star
EE Community Star

‎13-09-2025 05:37 PM

@Shahkhanvas : If you got your SIM today it can hardly have gone into hibernation.

What does texting AL to 150 from your no. fully report verbatim (it is free)?

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Home Broadband & Home Phone or Option 2 for Mobile Phone & Mobile Broadband

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP
0 Helpful
Shahkhanvas
Investigator
Investigator

‎13-09-2025 05:43 PM

I can now make calls thanks 

Schockwave
EE Community Star
EE Community Star
In response to Shahkhanvas

‎13-09-2025 10:06 PM

@Shahkhanvas , thank you for letting us know, glad you can now make calls.

To contact EE customer service dial 150 from your mobile phone or ring customer service for free using web based app or another phone: +44 800 079 8586 or +44 800 956 6000.