Top up PAYG

[RobF1972]

I have added £10 credit to my PAYG SIM so I can select another plan for my mobile wifi router. When choosing a plan, I get a message saying the payment hasn't gone through. However, I am also unable to text or call 150 when I put the SIM into my phone as it says I don't have enough credit.... confused... 

[XRaySpeX]

@RobF1972 : While the SIM is in a phone, What does texting AL to 150 from your no. fully report verbatim (it is free)?

[RobF1972]

Sending a text to 150 fails. Calling 150 also fails with "Not enough credit" error 

[XRaySpeX]

When did you last use this SIM for a chargeable action?

[RobF1972]

Hi, 

It was last used in September/October last year.

[Ritu_D · Accepted solution]

Hi @RobF1972 

Thanks for coming back to us and explaining when you last used this sim card. 

As you have not used the sim card since September or October, your sim card is likely to be in hibernation or permanently closed now. 

Take a look at this information about Understanding Pay As You Go Hibernation – and how to keep your number active. 

Thanks 

Ritu 

[XRaySpeX]

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

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.

[RobF1972]

Thanks for the info. It's annoying that EE allowed me to add credit to what is otherwise a "dead" account and then not be able to select a plan. Any suggestions on how to get a refund?

[XRaySpeX]

PAYG credit is not generally refundable nor transferable, but it's worth calling CS to see if it can be done in your case.

[RobF1972]

All sorted, thanks. I phoned EE and they reactivated the SIM