My number is "not available from this network"

[Katarra]

I put my SIM into a new iPhone X. However, I soon noticed that 2-factor authentication codes were not being sent to me. Since I don't really use the phone features of the device, I thought that maybe the number was put into hibernation (an absolute annoyance).

I can log in to My EE just fine. I added the minimum amount (£5) to my number as directed by your website, which stated I needed to make a payment, then call 150. https://ee.co.uk/help/help-new/billing-usage-and-top-up/paying-my-bill/how-do-i-reactivate-my-EE-ser...

When I call 150, I get the following automated message: "Calls to this number are not being connected. If you've dialled correctly, I'm afraid it means that the number is not available from this network."

Please help!

[Jon_K]

Hi @Katarra.

Do you have a signal?

Are you able to make other calls or is it just 150 you can't call?

Jon

[Schockwave]

@Katarra , if you have not made chargeable calls or sent text for six months, then the phone will go into hibernation, so you would need to reactivate it by ringing customer service.

If you have Skype or are able to use another phone there is a free number to ring:

https://ee.co.uk/contact-ee/account-billing/mobile

[Katarra]

Is there no email address for EE? I have anxiety which makes talking on the phone difficult (hence why I don't use that feature).

Their 'Message us' section on the above link has no 'Start conversation' button. It's supposed to appear there from 8am-10:30pm.

[Jon_K]

Hi @Katarra.

Sorry, we don't have an email address to contact.

The chat feature should appear when an advisor is available to chat with.

Jon