Inability to Use EE Number While Abroad

[Adel19771]

I am writing to urgently address an issue with my EE mobile number, which I have been using for several years. Currently, I reside outside the United Kingdom and have encountered significant problems with my service.

For some time now, I have been unable to make calls, send or receive text messages using my EE number. This issue has caused considerable inconvenience, including the non-arrival of important bank messages and the inability to reactivate my WhatsApp application.

Despite topping up my account with £5 to resolve this issue, the problem persists. I kindly request your immediate assistance in restoring full functionality to my number, as it is crucial for my daily communications and financial transactions.

I look forward to your swift resolution.

[XRaySpeX]

@Adel19771 : Sounds like your PAYG SIM may have gone into hibernation due to non-use. 

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.

[Adel19771]

The issue is that I am unable to make calls or receive text messages. Whenever I attempt to make a call, I am unable to do so, and I receive a message from my mobile stating, "You cannot make a call while call barring is on."

[Adel19771]

Unfortunately, I can't even phone EE CS: +44 800 079 8586

[XRaySpeX]

Yes, that's right! Once a SIM has gone into hibernation you can't use it for anything.

You haven't answered my Q.

[tjbryant]

I felt that pain with EE when I returned to South Africa. It was fine before I left and then not fine when I got back abroad. 

the only why I resolved it was going up to second level support and they did something in the background following a week of technical investigations. They didn’t give me a root cause in the end but it had something to do with me converting to eSIM (just in case you have recently). 
 
couple of simple things (maybe you already checked) spend cap should not be zero. Mobile settings are also important to check for your uk line. The line should be on (iPhone setting I think) you do not need to be roaming but you need to make sure that your network is selected manually to one that EE recommend for the country you are in. 

it took many calls to customer service but they ended up covering the cost of my calls due to the problem. 

sorry not much help for you but thought I would share the problem and why I resolved it. 

[XRaySpeX]

@tjbryant : eSIMs & Spend Caps are not relevant for PAYG.

[Adel19771]

The last time I made a chargeable action. I used to top up occasionally; the most recent was this morning online, and before that, it was in May 2024.

[Adel19771]

Thank you , How can I connect to second-level support?

[bristolian · Accepted solution]

The hibernation policy requires chargeable usage at least once every 179days - May 2024 would lapse sometime in November 2024, and thus mean your line was hibernated then. Your most recent top-up today was therefore in vain, and you will need to contact CS to reactivate your line.

Failure to do this before February 2025 will result in total loss of your number & credit. CS are on 07953 966150 from any working phone, or +44 800 9566000 using a web-calling app such as Skype.