PAYG SIM in hibernation while abroad – need help

[michal88]

Hi everyone. I desperately need help from an EE Guide. I am currently stuck abroad, and my Pay As You Go SIM card is completely dead (probably in hibernation mode). I cannot receive any SMS or signals. I managed to top up via the MyEE app today, but the card is still blocked. I cannot use Skype, phone calls, or the online chat bot Emi – none of them work from here. Could an EE advisor please send me a Private Message here on the forum to help me unblock my number? Thank you.

[XRaySpeX]

@michal88 : Sounds like your PAYG SIM may have gone into hibernation due to non-use. If it has, topping-up now would be too late.

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.

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

[michal88]

Please manually lift the hibernation restriction on my SIM card from your system so my phone can catch a roaming signal. I already have a topped-up balance on my account.I am unable to make any chargeable calls, send texts, or purchase a Pack, even though I have the money available on my balance

[XRaySpeX]

We can't, as I warned you earlier. You need to call CS to reactivate it as long as you haven't gone over ~9 months of idleness.

[Ali_A]

Hi @michal88 

Sorry to hear your SIM has gone into hibernation while you're abroad. 

You've received great information from @XRaySpeX. 
You can find out more on our Pay as you Go hibernation page
 

As already mentions, we don't have access to customer accounts here at the Community Forums, so if you're still within the 90 days hibernation stage, you'd need to call Customer Service from abroad where a guide will be able to check, and if possible reconnect your number.

However, as you're currently abroad please be aware that your SIM may not allow outgoing calls/ SMS after being reactivated until you have returned to the UK to make a phone call while connected to the EE Network. 
 

Ali