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 you haven't used for a while it may go into hibernation. Here’s how to ensure you don’t lose your number or credit.

 

When would my pay as you go phone number go into hibernation?

 

If you’ve had no chargeable activity on your account for 60 days, we’ll send you a 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 it – just get in touch with our Pay As You Go Care team.

 

 

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

 

When your number is in hibernation, it is still possible to get it back until you’ve reached 269 days of no chargeable activity.

 

After 269 days of inactivity we’ll send you a text to let you know the number will be disconnected within 24 hours.

 

After 273 days the number will be recycled and lost.

 

 

What is a pay as you go chargeable activity?

 

  • Voice and data usage. This includes making calls, sending text messages and picture messages, retrieving a voicemail, and using data that is not within your pack or add-on.
  • Topping up your account.
  • Buying a pack or an add-on.

Calls, texts and data usage made using your allowance from your pack do not count towards a chargeable activity. 

 

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

 

 

 

If you have any questions, just tap “Reply” below.

8 REPLIES 8
by Grand Master
Grand Master

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

Nice :)! Spot on!

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by acepaul Established Contributor
Established Contributor

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

What ever happened to “1 minute call, incoming or out going every 6  months “

PAYING ORANGE “OUT HERE” CUSTOMER WHO WAS ROBBED FROM IT BY EE NEVER TRY TOO COMMICATE TO “MA” HE IS TO RUDE TO REPLY
by pucknyc
Explorer

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

Hi,

 

Is there a way to check if PAYG mobile number is still active? The number still shows up on my account when I log into EE, but I can't tell if it's still active. It's been about 3 years since I've used it as I live abroad. I'm returning to London for a trip and want to know if I need a new SIM.

 

Thanks,

Jen

by
EE Community Support Team

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

Hi @pucknyc,

 

Welcome to the EE Community.

 

If your SIM card hasn't been used for three years, your account will have been closed.

 

You can pick up a new SIM card in any EE Store.

 

Thanks

 

James

by pucknyc
Explorer

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

Thanks, James. Previously, when I've been in London, it's taken several attempts before I've been able to secure a SIM card from an EE store because they've often been out of stock (particularly during tourist season). Is it possible to order it online for delivery to a store for pickup?

 

Thanks,

Jen

by
EE Community Support Team

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

Hi @pucknyc,

 

Yeah, you can order your EE pay as you go SIM via our online shop 🙂

 

You can chose to pick a plan when your order you SIM, or order your SIM and choose a plan at a later date.

 

Do you have a UK based address you can send it to?

 

I hope you enjoy your time in London!

 

 

Alex 🙂

 

 

by marygoesparisia
New Member

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

I was traveling for a month last summer and bought a SIM card at Heathrow.  haven't used it since... I was able to log on but I don't see a number associated with the account. does that mean it's been deactivated?  

 

I am going on a trip to a country where I can use it and would like to, plus next month, I will be back in Europe.

 

Thanks for any advice!

by
EE Community Support Team

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

Hi there @marygoesparisia

 

Welcome to the community.

 

The SIM card may have gone into hibernation.

 

Have you used the SIM card for a chargeable activity within the last 273 days?

 

This could be for any of the below;

 

  • Voice and data usage. This includes making calls, sending text messages and picture messages, retrieving a voicemail, and using data that is not within your pack or add-on.
  • Topping up your account.
  • Buying a pack or an add-on.

 

If not, the number would have been recycled and lost.

 

You can order a new SIM card on our online shop to be delivered to a UK address.

 

Hope you have a lovely trip 🙂

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