Subscription problem

[896577480]

Morning, I cannot subscribe a pack with my current credit (enough for the pack), it returns the as attached screenshot.

I think the possible reason is that the phone number was de-activated cuz I was out of UK for a period and the previous subscription cannot renew. This happened everytime when I'm planning back to UK and try to re-activate my phone number.

I used to solve this problem via EE online chat but sadly I found they closed this function now. I believe this need EE people to process in their system but there is no real-time method I can found to solve this problem quickly.

Community pls kindly give me some tips, thankfully if there is EE employee can see this and help me cuz I am going to depart tomorrow, quiet an urgent. 

[Michael_D]

Hi @896577480 

Welcome to the community.

It is possible that the SIM has gone into hibernation if there has been no chargeable activity for 6 months. 

Do you remember roughly when the last chargeable activity was?

If you have the SIM in a phone, does it show signal?

Michael

[XRaySpeX]

@896577480 : Sounds like your PAYG SIM may have gone into hibernation due to non-use. If it has, topping-up now would be too late.

When did you previously make a chargeable action? EE PAYG SIMs are deactivated after 6 months of non-chargeable use. You then have a further 3 months period of grace to call EE to reactivate it before it is lost completely.

You needed to make a chargeable action like making a chargeable call or text, topping up or buying a Pack or Add-on, not just using your mins, texts or data from your pack.