Dear EE Community,
I am urgently seeking help regarding my mobile number, which I obtained through CTExcel—an MVNO (Mobile Virtual Network Operator) partnering with EE. The SIM card shows the EE network. Since this was my first time using CTExcel, I was unaware of the policy that after 6 months of no outgoing usage, the number would be automatically deactivated. I also did not receive any notification about this.
Three days ago, my number suddenly stopped working. This phone number is tied to multiple bank accounts and online services, and I am now in a desperate situation. I contacted CTExcel, and they informed me that the number could not be reactivated due to the 6-month rule, even though I have been regularly using it to receive verification codes (which apparently did not count as “outgoing activity”).
Upon researching further, I learned that EE can sometimes reactivate numbers within a 9-month window. Unfortunately, I am currently not in the UK, which makes this situation even more challenging. I am writing to see if anyone in the EE Community (or any official EE representatives) could advise on whether reactivation through EE’s customer service is still possible, given the circumstances.
Thank you very much for any guidance or assistance you can provide. I truly hope there is a way to recover my number, as losing it would cause significant hardship.
Sincerely,
Josh
