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by
EE Community Support Team

What is pay as you go hibernation and how can I stop it?

If you have an EE pay as you go number that you haven't used for a while it may go into hibernation. Here’s how to ensure that you don’t lose your number or credit.

 

If you’re using pay as you go on EE, Orange or T-Mobile you will find all the help you need right here to stop your phone from going into hibernation.

 

 

Why would my number go into hibernation?

 

If you have had no chargeable activity on your account within 60 days we’ll contact you by text to make sure you’re still using the SIM card and you’d like to keep the account active.

 

If you haven’t used your phone for any chargeable activity for 179 days your account will go into hibernation and any credit will be removed, but don’t worry; at this point it’s not too late to reinstate your number and credit – just give us a call.

 

 

What is a chargeable activity?

 

  • Voice and data usage. This includes making calls, sending text messages and picture messages, retrieving a voicemail, and using data.
  • Topping up your account.
  • Buying a Pack or an Add-on.

 

Any of the chargeable activities can be made in the UK and abroad to keep the account active.

 

 

My number has been placed in hibernation; how can I stop this? 

 

If you want to reinstate the number and credit, give us a call on 150 within 90 days of the account being in hibernation and we can reinstate both the number and the credit.

If we don’t hear from you after 273 days we’ll assume that you no longer wish to keep the account and we will recycle the number and all credit remaining would be lost.

 

 

Let us know if you have any questions by tapping “Reply” below.

43 REPLIES
by EJCG
Explorer

Re: What is pay as you go hibernation and how can I stop it?

Why was I threatened with hibernation when I used my mobile only last week to send a text message?

by
EE Community Support Team

Re: What is pay as you go hibernation and how can I stop it?

Hi @EJCG,

 

Welcome to the EE Community.

 

Was it a chargeable text?

 

Thanks

 

James

by EJCG
Explorer

Re: What is pay as you go hibernation and how can I stop it?

I have no reason to think that it was not chargeable.
by
EE Community Support Team

Re: What is pay as you go hibernation and how can I stop it?

Sounds unusual, @EJCG.

 

It may be worth having a quick chat with our customer services team.

 

They have access to your account and will be able to check this for you.

 

Please let us know what they say.

 

Chris Smiley Happy

by EJCG
Explorer

Re: What is pay as you go hibernation and how can I stop it?

Customer services said that there should not be a problem with my phone and
would re-set something or other! I had to wait 2 hours and then see what
happened. Everything seemed OK but I get no reponse when I try to use 150
to check my balance.

E Gunstone
by
EE Community Support Team

Re: What is pay as you go hibernation and how can I stop it?

Hi @EJCG

 

I'm glad it seems to be OK again.

 

Could you please text BALANCE to 150 and let me know what it says?

 

Thanks

 

Chris

by EJCG
Explorer

Re: What is pay as you go hibernation and how can I stop it?

it says "sending message" But I get no answer back.
by
EE Community Support Team

Re: What is pay as you go hibernation and how can I stop it?

OK, thanks for trying @EJCG.

 

I recommend getting back in touch with customer services.

 

They will be able to find out what is happening for you.

 

Please let me know what they say.

 

Chris

by EJCG
Explorer

Re: What is pay as you go hibernation and how can I stop it?

I have contacted EE Customer Service twice and the problem is still not
fixed altho' each time I was told that after 24 hours it should be OK. I
still get no response back from 150 when I try to check my balance. I was
also given an email address to send a message to if there was still a
problem after the second "fix" but I have had no reply to my email.

Help!!

Elizabeth Gunstone
by
EE Community Support Team

Re: What is pay as you go hibernation and how can I stop it?

Hi @EJCG

 

I'm sorry to see that this isn't sorted for you.

 

Did they say what is causing the problem?

 

Chris

by EJCG
Explorer

Re: What is pay as you go hibernation and how can I stop it?

No - they didn't seem to know.
by
EE Community Support Team

Re: What is pay as you go hibernation and how can I stop it?

OK, thanks @EJCG.

 

Whenever customer services make a change to the account, it can take up to 24 hours for it to update.

 

I would love to be able to help further here, but, I do not have access to your account.

 

I recommend calling the customer service team again for an update.

 

Please let me know what happens.

 

Chris

by yotboy
Explorer

Re: What is pay as you go hibernation and how can I stop it?

I'm assuming this has happened to one of my sims.  Can you point out where this is covered in the T&C.  I have been unable to find it and would like to get my money back easily

by
EE Community Support Team

Re: What is pay as you go hibernation and how can I stop it?

Hi @yotboy

 

Welcome to the community.

 

It is covered under point 6.3 of the pay as you go terms and conditions document on our website:-

 

6.3 You must make a Connection Action at least once every 180 days. If You do not, Your SIM Card will be disconnected from the Network and You will not be able to use the Services. You will lose Your mobile phone number and any Credit on Your Account at the time of such disconnection will be forfeited.

 

Hope this helps.

 

Chris

by yotboy
Explorer

Re: What is pay as you go hibernation and how can I stop it?

Many thanks - always read the small print!

by MG2017
New Member

Re: What is pay as you go hibernation and how can I stop it?

Hi,

 

What if I want to top up my sim card, but I am still well within the 180 days (say, for example, 2-3 weeks after my pay as you go monthly credit has expired). Do I still need to call customer service to do it, or can I simply top up via the website? Also, will I be able to purchase the same plan I am on?

 

Thank you!

by Grand Master
Grand Master

Re: What is pay as you go hibernation and how can I stop it?

@MG2017: If you bought a 30 day pack 6 or 7 weeks ago, you're in no danger of hibernation. That alone counted as the hibernation cycle resetting.

 

You can just continue as normal, topping-up any way you like & buying packs.

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Star" button below.
To phone EE: The local rate landline number 0207 362 0200 or Freephone 0800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC
by gemmafl22
Visitor

Re: What is pay as you go hibernation and how can I stop it?

Please can I get my number re instated.

by Grand Master
Grand Master

Re: What is pay as you go hibernation and how can I stop it?

@gemmafl22: When did you last use it to make a chargeable action?

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Star" button below.
To phone EE: The local rate landline number 0207 362 0200 or Freephone 0800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC
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