Topped up but unable to use phone still

[Louise81239]

After many months of not topping up my daughter has finally got around to doing so. £10 credit is now showing on her account however she is unable to do anything further. It will not allow her to purchase a pack and it won’t allow phone calls through to her phone (just saying calls not currently being connected to this number at the moment). Any ideas how to resolve this issue for her please?

Thanks.

[Northerner]

Hi @Louise81239 

It sounds like the account is in hibernation. Please read this thread on the process and how to rectify.

https://community.ee.co.uk/t5/Pay-as-you-go/What-is-pay-as-you-go-and-flex-hibernation-and-how-do-I-...

Thanks

[XRaySpeX]

Sounds like it has gone into hibernation.

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

She 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 her mins, texts or data from her pack.