SIM card issue

[ella9856]

Hi, I'm having an issue with my SIM card. To be honest, I haven't charged it since I purchased it and it was working fine until recently. I was receiving SMS messages without any issues, but now I'm not getting any. I discussed this with a professional and they suggested that the reason might be because I haven't made any top-ups. While I'm not entirely sure if that's the main cause, if it is true, is there a way to resolve the issue? I would greatly appreciate any help you can provide in advance.

[Schockwave]

Hello @ella9856 ,

Welcome to the community,

How long ago is it since you made a chargeable call or text? 

I would suggest you take a look here:

https://community.ee.co.uk/t5/Pay-as-you-go/What-is-pay-as-you-go-and-flex-hibernation-and-how-do-I-...

It could also be because you have not made any top-ups.

[ella9856]

Hi @Schockwave 

Thank you so much for your reply. The link was also so helpful.

I purchased this SIM card in mid-November and haven't charged it since then. It was working fine initially, allowing me to receive SMS, but over the past week or so, I've stopped receiving messages altogether.

I'm worried that it might be in hibernation mode, which is why I'm unsure if topping up will resolve the issue or if I'll need to purchase a new SIM card.

[Schockwave · Accepted solution]

@ella9856 , topping up will not resolve the issue, as you need to speak to EE customer service to get it reactivated if it has not been too long, then you would need to otherwise get a new number if they cannot reactivate it.

[ella9856]

Thank you so much for letting me know. I appreciate it. 

[Schockwave]

@ella9856 , you are welcome, glad I could be of help, hope you get it sorted, good luck.