Urgent: PAYG SIM in Hibernation after 180 days - Top-up £5 not activating servic

[Eleanorwang]

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Hi EE Team,

My number went into hibernation due to the 180-day inactivity rule as I’ve been away from UK. I topped up £5 via the website 2 days ago, and the balance shows in "My EE", but the SIM is still not working. I now can’t send texts or call, I tried to call 150 but machine sound said that I need to top up which I already did. It’s a PAYG SIM so I could not get access to live chat either. I really need to save this number as it’s linked to my bank account. Could an admin send me a private message to help me reactivate the number please? Thank you so much.

[Northerner · Accepted solution]

Hi @Eleanorwang 

Read this link below and follow the instructions. You'll need to phone from another device.

https://community.ee.co.uk/t5/Pay-as-you-go/Understanding-Pay-As-You-Go-Hibernation-and-how-to-keep-...

Thanks 

[bristolian]

Once a PAYG line is in hibernation, topping up is too late to prevent hibernation. Topping up before the 179day limit should prevent hibernation.

[XRaySpeX]

Sounds like your PAYG SIM has gone into hibernation due to non-use. As it has, topping-up now would be too late.

EE PAYG SIMs are deactivated after 6 months of non-chargeable use. You then have a further 3 months period of grace 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.