Urgent Assistance Required: PAYG SIM Deactivation, Failed Top-up, and Pending ID

[wasim3]

Dear EE Customer Service Team,

I am writing to seek urgent help regarding my Pay As You Go (PAYG) SIM card which I am currently using abroad (in Pakistan). I have attached screenshots for evidence.

My EE Phone Number: *********

1. SIM Inactivity and Deactivation:

I have not used my SIM for any chargeable activity for approximately 8 months. I believe the SIM has been moved to a state of Hibernation or partial deactivation, which is causing service restrictions.

2. Failed Top-up (Screenshots Attached):

I performed a \mathbf{£5.00} top-up last night to reactivate the service, but the credit has not been added to my account. My EE App is still showing a \mathbf{£0.00} balance.

Top-up Amount: \mathbf{£5.00}

Payment Method: PayPal

PayPal Transaction ID: \mathbf{XPM5FM7R}

3. OTP/SMS Issue & Pending ID (Screenshots Attached):

I am unable to receive One-Time Passcodes (OTPs) from third-party services like WhatsApp. I have also submitted my ID verification (Passport + Selfie), but it has been Pending for two days. This pending verification may be linked to the service issue.

Request:

Could you please:

Fully Reactivate my number and ensure all SMS/OTP services are restored.

Manually Credit the \mathbf{£5.00} top-up to my account.

Validate the Pending ID verification.

**********

Mod edit: [please don't post personal information on the community].

[wasim3]

Dear EE Moderator/Staff,

I must reiterate the severity of my situation, as my previous posts may have been confusing, and the 'Solution' mark was an error that I cannot remove. My issue is NOT resolved.

I am currently in Pakistan, and I absolutely DO NOT have an alternative phone number to purchase or use, nor can I call the UK helpline. My entire digital connection is reliant on this single EE SIM.

Critical Impact of SIM Inactivity:

My banking access is blocked due to the inability to receive SMS/OTPs.

My WhatsApp and other essential communication accounts are shut down.

My life is severely impacted by this service loss

My SIM is not receiving essential SMS/OTPs.

The \mathbf{£5.00} top-up is still not credited to my account.

My ID verification is stuck on 'Pending'.

I need an EE Staff member with account access to intervene immediately via this platform. Please remove the accidental 'Solution' mark and initiate a Private Message (DM) to me so I can provide my phone number and transaction details securely.

I am requesting the company's direct support to resolve this as quickly as possible.

Thank you for your immediate action."

[Northerner]

Hi @wasim3 

As mentioned above you'll need to speak to EE CS directly. Use another device or landline.

https://ee.co.uk/help/contact-ee

Thanks 

[Schockwave]

@wasim3 , read the answers here, we cannot do anything, this is up to you to sort things out and ring customer service to get your number out of hibernation via another phone, as has been mentioned already. We have no access to accounts in this public forum, so cannot do anything, you should have thought of it before it went into hibernation, since you seem to know so much about it, why did you not do something about it before? You will lose your number if you do not get in touch with customer support soon, this is down to you to sort out, we have no way of knowing who you are and no account access.

[XRaySpeX]

You may reiterate here the severity of your situation until the cows come home but nobody here can do it for you. As you were told repeatedly yesterday you need to contact CS to get your PAYG SIM out of hibernation and you ain't got long to do it