"haven't made any chargeable" but I topped up recently

[ashkaan]

hello. I received this message today:

“Hi, as you haven't made a chargeable call/ text or used data for six months, you will now lose any remaining credit (as per our terms and conditions). Your number will also be disconnected in the next three months and we'll text you beforehand to let you know. Please call us on 150 if you would like to discuss this.”

well that's right I use this number only to receive text. but I topped up my account last week. should I do something?

[Leanne_T]

Hi there @ashkaan 

Thank you for coming to the community and making us aware you have received this message. 

I would suggest giving us a call on 150 and the team can check the account, to make sure the SIM stays active and is not going into hibernation. 

Let me know how you get on 🙂

Leanne. 

[XRaySpeX]

Sounds like your PAYG SIM may have gone into hibernation due to non-use. 

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.

Your top-up may have been too late to keep it out of hibernation in view of that msg.