recover a number please, , what i do??

[brunopolvora]

Good evening, I really need help and I don't know if it's possible to solve my problem or how to get in touch with them, I forgot to make the top up payment on my mobile EE card, and I think I haven't used it for 1 month this number, and now I went to make a call and I can't, the number doesn't appear in my EE account, I try to make a call or receive it, and nothing, the number no longer exists... how can I recover the number? I have the card, I want to make a top up... but on the website, in my EE account the number is no longer there... what do I do?
thanks

[brunopolvora]

hello , Good evening, I really need help and I don't know if it's possible to solve my problem or how to get in touch with them, I forgot to make the top up payment on my mobile EE card, and I think I haven't used it for 1 month this number, and now I went to make a call and I can't, the number doesn't appear in my EE account, I try to make a call or receive it, and nothing, the number no longer exists... how can I recover the number? I have the card, I want to make a top up... but on the website, in my EE account the number is no longer there... what do I do?
thanks

[XRaySpeX]

@brunopolvora : 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-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.

[Katie_B · Accepted solution]

Hello @brunopolvora. 

Welcome to the EE Community. 

Was your last top up one month ago? if yes, your number will not be lost due to hibernation. 

Please give us a call on 0800 079 8586 free from any landline or provider so our customer care team can help further. 

Katie

[brunopolvora]

thank you very much, its done and resolved, i already have the number back, it really was in hibernation, i called the number you gave me, and it was solved.

thank you very much for you excellent work and assistance, good work and good week

😊👍

[Leanne_T]

Thanks for coming back and letting us know this is now resolved @brunopolvora

Leanne 🙂

[brunopolvora]

hello, i have the same problem now, what i do ? I called the same number and it says it no longer exists.. what do I do?
thanks

[XRaySpeX]

Same as you did last time!