Topped up my phone but won't let me make any calls PAYG and tells me to top up

[Aka1976]

Sim is over 12 months old.  Only used when I return back to the uk from Australia and I have topped up with £35 for 2 x sims. If I cannot use this sim(s), can I transfer the credit I have put into it onto a new sim? 

[XRaySpeX · Accepted solution]

Sounds like your PAYG SIM has gone into hibernation or even been deactivated after so long..

When did you last use it previously for a chargeable action? EE PAYG SIMs are deactivated after 6 months of non-chargeable use. You then have a further 3 months 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.

[Aka1976]

In that case, how do I contact CS to get it reactivated….. or transfer the credit to a new sim? 

Unable to make any calls/texts to CS using this sim. 

[XRaySpeX]

If it has been deactivated you will have lost any credit.

Use another phone or try calling CS on the Freephone no. in my sig. on Skype over WiFi. It should be free.

[Aka1976]

I’ll try making a call to CS from another phone. WiFi calling doesn’t work for some reason. 

Also, is it normal procedure for EE to accept credit for a deactivated number? Would have thought a message would pop up to say ‘payment cannot be put to this sim as it deactivated’ 

thanks again for your assistance with this

[XRaySpeX]

It would seem so. Paying would seem to be divorced from usage.