Top up not working

[JayCoH]

So, it's been a while since I used or topped up my phone and I noticed today I no can no longer receive texts or calls on it. Last time this happened I was able to simply top up on the website and get it working again.
I just tried that, the money went through onto the account and I got a text from 150 saying it had been topped up, but it's still not working.
I tried calling 150 from my phone, to speak to support, and it's saying I can't make that call until I top up first. I don't have another phone to contact them from and I can't seem to find any way to contact them online.
Does anyone have any suggestions? Thanks

[Leanne_T]

Hi there @JayCoH 

Thanks for coming to the community. 

To remove the account from hibernation you would need to call us from any other phone, or you can visit an EE Store and they can help you get this sorted. 

Please see our Contact EE page for contact details. 

Leanne.

[Jay8010]

Well this is just dumb! I only use the EE number as a back up. I topped up £30 in June, it took £15 a few days later, then another £15 in July. Now you wont let me top up again. I would understand if it was 6 months with no use or something but I have been using my phone even over the last few days!

I really can't be f*ck*d with phoning you up and probably waiting on hold for hours on end. I'll just be putting a new sim in the phone to act as a spare.

Warmest regards

[Peter_W · Accepted solution]

@Jay8010  If this was topped up in June and July, then it would seem odd for the account to enter hibernation. 

We could possibly speculate on when this happened based on when you last made a call or sent a text, but ultimately the best way to get a definite answer is going to be giving us a call. 

I'm confident our team will be able to help clear things up for you, and provided you've not passed an additional 90 days from the initial suspension, we can get this reinstated with potentially any lost credit.

Peter