by KyleJackson Investigator
Investigator

Re: What is pay as you go hibernation and how can I stop it?

I think that my account has gone into hibernation, but how can I be sure? When I turn my phone on I still have a number and it connects to the EE network. I have been in the US for a year and am about to be back in the UK. 

8 REPLIES 8
by
EE Community Support Team

Re: What is pay as you go hibernation and how can I stop it?

Hi @KyleJackson,

 

Welcome to the EE Community.

 

Have you tried calling your number to see if it connects?

 

Thanks

 

James

by KyleJackson Investigator
Investigator

Re: What is pay as you go hibernation and how can I stop it?

No. It is a UK number and I am still in the US. Not sure how that would work.

by
EE Community Support Team

Re: What is pay as you go hibernation and how can I stop it?

Hi @KyleJackson,

 

All EE pay as you go SIM cards are ready to use abroad.

 

If you put your EE SIM in a phone and call the number, it won't connect if it has entered hibernation.

 

Thanks

 

James

by KyleJackson Investigator
Investigator

Re: What is pay as you go hibernation and how can I stop it?

Ok. I tried to make a call and I got an automated response telling me that I don't have enough credit to make the call. So does that mean that the number is still active? If so, then why can't I log into my account online?

 

by
EE Community Support Team

Re: What is pay as you go hibernation and how can I stop it?

Thanks @KyleJackson.

 

When the number goes into hibernation, the credit it removed so it's possible that this has happened.

 

Are you able to get in touch with our Mobile Care team so they can check for you?

 

Jon

by KyleJackson Investigator
Investigator

Re: What is pay as you go hibernation and how can I stop it?

I am able to text the number and it responds to me. But I still cannot log into my account. Who can I get in touch with fixing this?

 

by
EE Community Support Team

Re: What is pay as you go hibernation and how can I stop it?

Hi @KyleJackson.

 

Our Mobile Care team will be able to help with this 🙂

 

You can find a range of ways to contact on our get in touch page.

 

Jon

by Grand Master
Grand Master

Re: What is pay as you go hibernation and how can I stop it?

@KyleJackson: When you get back to the UK, text AL to 150. It's free; you don't need credit. If you get a response then it has not been put into hibernation.

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