payg account hard-locked: £5 credit shows in app but 150/sms blocked

[SayidX]

hi, i need a community manager to help me with a manual line refresh. my 4g data works for rcs, and the ee app shows i have £5 credit, but i cannot call 150 or send/receive any texts. it says 'service unavailable' when i try to buy a pack. i think my voice/sms service is stuck in a technical suspension. can someone please help me unblock it?

[XRaySpeX]

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

When did you previously make a chargeable action? 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.

[SayidX]

But I topped up £5 last month 

[XRaySpeX]

But if it had already gone into hibernation, topping-up would have been too late.

So, answer the Q, When did you previously make a chargeable action before the last top-up?

[SayidX]

I don't think I've ever made a chargeable call I thought topping up was enough to keep my number on a active status

[XRaySpeX]

Have you never bought a pack or add-on?

When did you 1st get that SIM?

[SayidX]

Yes I've bought add-ons multiple times and I think I got the SIM 1 -2 years ago I'll try to make a chargeable call and tell you how it goes

[SayidX]

I just tried making a call and it says I have no credit when I clearly do

[SayidX]

Sorry  this is NOT the solution pls reply

@XRaySpeX 

[XRaySpeX]

No, it isn't the Solution!