SIM card not working

[Sarkawtmuhamady]

hi, I have top up my balance but my SIM card is still disabled

[Leanne_T · Accepted solution]

Hi @Sarkawtmuhamady 

Thanks for coming to the community. 

Before the most recent top up, how long ago was the last time you added credit to the account?

Also, when was the last time you used the SIM card to make a chargeable call or text? 

Thanks 🙂

Leanne.

[Sarkawtmuhamady]

The truth is that I recharged my top app 7 months ago, but today when I recharged again, my SIM card did not work

I really didn’t know about it, otherwise I would have already filled it before it closed

Can you please make it work for me 🙏🏻

[Alex_H]

@Sarkawtmuhamady With Pay as you go, if there is no chargeable activity for 180 days the number will be hibernated, at this point you can get in touch and request the number be restored from hibernation. If after 270 days total of no activity and no request to restore, the number would be cancelled and lost.

You can read more about it here Why Has My Top Credit Run Out? | Mobile Help | EE

So if you had previously topped up 7 months ago it sounds like your number has been hibernated and so can be restored. You would need to give us a call on 150 from an EE mobile or 0330 123 1105 from any other phone and one of our guides can restore the number from hibernation for you.

Alex