Sim Hibernation while in Korea

[LmBradford]

Hello,

Hope someone can help me, my sim card hibernated last September 25, it just removed load on it and says “closing adjustment”.

I called Customer service 2 days ago and he said wait for 5 minutes and i would be able to call and text, but nothing until now. I top up £10 on it but nothing still.

I called again today and they told me it didn’t work because i am in Korea and i need to use the sim card in the UK first to remove it in hibernation. I can’t go back to UK because contract here in Korea is until April 2024, also it is very expensive 3 flights to UK:-(.

I can’t open my bank and pay bills. Hope there is another way please? 

[bristolian]

All EE PAYG SIMs need to be first used on the UK network before roaming is activated. On the basis that the same thing applies to reactivation from hibernation, the only workaround will be for you to post the SIM to a trusted friend in the UK.

That friend can activate the SIM on EE's UK network and then post it back to you for use abroad.

[XRaySpeX]

Never seen that rule applied to hibernation before. I'm sure I've seen previous users who have been de-hibernated while abroad. So easy for CS to confuse 1 with t'other, just like they mix up unlimited data FUPs with gifted data limits.

[bristolian]

On the assumption that hibernation does not cause deactivation, it follows that roaming is enabled.

Trying a manual connection to any available local network will usually elicit a success, and subsequently allow auto-selection to be used.

[XRaySpeX]

Pure supposition! You'd get the same network effect if it wasn't de-hibernated in the 1st place.

[LmBradford]

Thank you guys for your reply, i sent my simcard by dhl to our daughter in the UK, but she said it is still not working, it has £10 top up but won’t allow her to text or call. Hope someone can help, i keep phoning CS but keep saying it should work, they even confirmed i have £10 and packs left in my account. I tried phoning it just say currently unavailable, anyone have the same experience please? And how did you solve it? Thank you in advance.

[Chris_B]

@LmBradford  Can you please confirm what you mean by last September because to me that means last year not September just gone.  

[LmBradford]

Hi Chris, 

Sorry, english is my second language. I mean September 2023. I called them again today, after on the phone for long time, all the resets and restarting phone, the only solution is to order a new sim. Hoping this one will work when it arrives. Thank you for the reply.

[LmBradford]

Hi, please bear with me as English is my 2nd language and this will be long as i feel I did everything i can but EE still didn’t manage to solve my problem. I am hoping there is someone out there same as my problem that can share how they fix their ee simcard.

Sept. 26,2023 - while in Korea my balance in Ee app is gone, i calls CS, they told me it goes to hibernation because i last used it on March 2023 when i am in the UK. They told me to wait for 5 minutes and it be work again, it didn’t.

I topped up £10 but still didn’t work. Called again 2 times but they told me that i have to go back to UK for sim to work. Of course I cannot do that as it is 3 flights from korea to UK. They told me that i can send it to UK and my family can use it there and send it back here once it is working.

October 2023- Send the sim by dhl to my daughter in the UK, it didn’t work, they called her to help her fix it, reset etc but still same saying “I don’t have enough credit” even though the app and the CS says i have £10.

I keep requesting new sim to be sent to my home address in UK but when i called CS they said it’s been cancelled and they don’t know why. So they order another sim but they said it’s cancelled again and again and again.

Called them 9x failed solving my problem, at the end of nearly an hour being put on hold, they come up to solution to change the sim name to my daughter so she can come to Ee store to collect sim. She went to Ee store and they told her she is committing fraud for changing the sim from my name to her name, but it is the CS who recommended it and changed the name for her to physically go to store. At the end of the day they don’t allow her to get the sim. 

I instructed her to send me back the sim here in Korea, i still can’t call, can’t text, even calling or texting 150 says i don’t have enough balance but i clearly have £10 in the app.

I think this cover my experience with Ee and Cs and hoping someone can advice, as i really need this number because it is connected to mostly all of my account, family and friends. Thank you. @linkstomembers

[Leanne_T]

Hi @LmBradford 

I am very sorry to hear this has happened.

To get this fully looked into and to check if the account transfer was fully completed you would need to contact our pay as you go care team again to see if there is anything else they can suggest for you to get this sorted. 

Leanne.