i receive no sms in roaming

[highlander926]

hello

I have had my sim card for two years, and I had no problem with that, it has been about a year that I have been abroad and using my sim in roaming mode,

some of my 2FA login codes are on this sim card, and I receive them without a problem

but from yesterday, I did not receive any SMS! I tried to send SMS from different providers, but nothing was delivered to me

during this one-year roaming period, i just recharge my sim card every 2-3 months, but I see something strange on my account

can you please tell me what this is discharge on my account? What does closing adjustment mean?

Why do I not receive any SMS when I have an antenna and credit? Is my SIM card deactivated? 

[Northerner]

Hi @highlander926 

I assume you are EE PAYG.

When did you last make a chargeable call or text. 

Thanks 

[highlander926]

Here I can only receive SMS in roaming mode, no call or SMS sending can be made with my EE simcard
I just recharge my panel every 3-4 months, and the sim card was always on as my phone's second simcard

As you can see in the attached image, on the 14th of June, they charged -17 pounds as a closing adjustment, which I do not understand what it is. and yesterday I charged for 5 pounds again

[bristolian]

As per the previous reply, when did you last incur any usage charges? Be it for voice calls, sending texts, or using mobile data?

Your symptoms sound like your SIM has been hibernated for non-usage, but the answers to these specific questions would help confirm.

If this theory is correct, then any top-ups made after the event, are immaterial.

[highlander926]

i answered this before

I can only receive SMS here, so I can not do any chargeable  like call or send sms

I just top up my account every 3-4 months and as I read in EE rules and I also asked two times in this community

sim card top-up is also counted as chargeable activity and prevents simcard from deactivation

so you think my sim card is deactivated?

[bristolian]

The explicit answer is helpful, I can see you also queried a similar issue in Dec 2023.

Your symptoms are consistent with a deactivated PAYG SIM due to hibernation. The only way you will resolve this is by contacting EE CS, using another phone if necessary.

You can either contact +44 7953 966150 from another working phone, or +44 800 0798586 using a web-calling app such as Skype over WiFi.

[highlander926]

Yes my sim card was in hibernation mode. Customer care activated it for me again, and now it is working

I top up my SIM card every 2-3 months, and I wonder how it went to hibernation because I read that hibernation is after 179 days of inactivity!

is top-up not counted as an activity?

[Christopher_G]

Hi @highlander926 

Yes, topping up is classed as chargeable activity, as well as these examples:

• 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.
• Buying a pack or an add-on.

What is pay as you go and flex hibernation, and how do I stop it? >

Chris