Topping up in the USA, then no service on return to UK

[Longboat1]

Topped up20 pound package in USA before coming to UK today. Account says I have that credit, but when I try to make a call am told insufficient credit.

[Katie_B]

Hi @Longboat1. 

Thanks for coming here. 

Have you used your SIM before in the UK or would this be the first time?

Katie

[Longboat1]

Yes, I’ve used every year for many years with no problem until now.

[James_B]

When did you last use the SIM, @Longboat1?

Do you get a response if you text BALANCE to 150?

James

[Longboat1]

Says Not delivered.

[James_B]

When did you last use it, @Longboat1?

If it was a while ago, your account may be in hibernation.

James

[Longboat1]

Never happened before but always a first time! EE recognized my account and took my 20 pounds for a pkg. in fact txt confirms I have 20 credit. Tried HELP on 150, but not delivered. I guess I’ll have to go the EE shop tomorrow.
Thanks.

[James_B]

If your last chargeable action was over 179 days ago, your account will be in hibernation @Longboat1

Please see What is pay as you go and flex hibernation, and how do I stop it? - The EE Community for more information.

James

[Longboat1]

You were correct. Went to EE shop yesterday. SIMs now unusable and unable to retrieve credit of 20#. Bought new SIMs. I think over the years I had thought to switch on sometime during our 8 months of the year in the USA, but old age caught up and I forgot this time. Many thanks for your helps off my account.

Oh, another thing: how do I get the old number off my online account? I can't see how to delete it.

[Longboat1]

how do I delete a no longer usable SIM from my account and add replacements?