reactivate my sim

Kez40 · ‎27-07-2023

Hi,

I haven't used my sim in a while and my service seems to be deactivated. I've tried calling 150 to reactivate but it says i need credit however the sim has credit. When I sign in on EE.co.uk i see i have £8.10 and everything looks normal.

XRaySpeX · ‎27-07-2023

Sounds like your PAYG SIM has gone into hibernation.

When did you last use it for a chargeable action? EE PAYG SIMs are deactivated after 6 months of non-chargeable use. You then have a further 3 months 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.

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

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 > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP

View solution in original post

XRaySpeX · ‎27-07-2023

Sounds like your PAYG SIM has gone into hibernation.

When did you last use it for a chargeable action? EE PAYG SIMs are deactivated after 6 months of non-chargeable use. You then have a further 3 months 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.

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

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 > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP

Frances111 · ‎29-08-2024

Hi, my SIM has been deactivated but I really need to reactivate it as it is linked to my Amazon and Audible account. I can't login with 2 factor authentication without it so they are saying my accounts will be closed down and I will lose money in eGifts from my family. Also all my audio books. Is there any way to reactivate my number? I have had the number for 25 years so am disappointed it has been discontinued. Or is there any way I can pay for have the number back from another company?

Katie_B · ‎29-08-2024

Hello @Frances111.

Welcome to the community.

Was your number pay as you go?

How long has your SIM been out of use?

Katie

Frances111 · ‎29-08-2024

@Katie_B wrote:
Hello @Frances111.
Welcome to the community.
Was your number pay as you go?
How long has your SIM been out of use?
Katie

Hi Katie, thanks for you reply. Yes it was Pay as you Go. I haven't turned it on since moving and misplaced my phone November 2023. It has been about 9 months.

Katie_B · ‎29-08-2024

Thanks for getting back to me @Frances111.

I would recommend getting in touch with our customer care team.

As it has been almost 10 months its very likely the number can't be reactivated.

Katie

Frances111 · ‎29-08-2024

I spoke to the customer service team and unfortunately they say it has been deactivated and cannot be reactivated. Is there any way I can get the number back or is this the end of the road for it? Thanks for getting back to me, appreciate it. Frances.

Katie_B · ‎29-08-2024

Hi @Frances111.

I'm sorry to hear that.

Unfortunately if our customer care team can't reactivate this then the number is lost.

Katie

Frances111 · ‎27-09-2024

Ok, thank you for getting back to me.