some advice please

[messedup]

Subject: PAYG SIM in hibernation (within 90-day grace period) - Phone support refusing to lift block

Hi everyone,

I am having an issue getting my Pay As You Go SIM reactivated. My last chargeable use was on 13th April 2026. The SIM went into hibernation recently (at the 180-day mark), meaning I am well within my 90-day grace period to rescue the number.

My phone currently shows "Not registered on network." I called customer service, but the advisor insisted that I must top up before they will lift the hibernation block. However, because the SIM is completely disconnected from the network, a top-up will not process or deliver to the phone.

Could a community moderator please look into my account and manually reactivate the line so that I can reconnect to the network and make a chargeable action?

Thank you!

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[XRaySpeX]

You can use Fast Top-up online w/out using your SIM to pay by UK bank card. You don't need to login or register anything. All you need is your mobile no. & it doesn't remember your card details. However this shouldn't be necessary & CS shouldn't be insisting on it.

This public user discussion forum can have no access to your specific account. You need to raise this with CS.