Orange PAYG - have discontinued my number

waterwatereverywhere

Hi,

We have a spare PAYG phone with an Orange SIM which we use for emergencies - recently someone tried to phone us on it and told us it is coming up as a discontinued number so we checked it and sure enough it has been cut off! We can neither make nor receive calls on it.

We think the terms were that you just had to receive calls on the number to keep it active, which we have done for years. Why have Orange done this and will they reactivate the number as we are reliant on its continued use. There was no warning about this at all.

Have tried emailing through their website but no reply - pls does anyone have an actual email address for customer services any any advice for getting this SIM active again?

Many thx.

batcat_2

Hello

The problem is that is included in their Terms and Condions for the supply of Pay As you Go services under section 3.4 -

3.4
We will disconnect your Device if during the previous six months, you have not Registered a new Top Up or you have not made chargeable calls from your Device. For the avoidance of doubt calls shall include but not be limited to voice calls, data calls and text messaging. On disconnection your mobile telephone number will be reassigned. On Re-connection you will be assigned a new mobile telephone number. Orange may at its discretion, on request and on Re-connection to the Services, re-credit the amount remaining on your account at the time it was disconnected."


Your best bet would probably be to try and phone them on 450 from an Orange PAYG handset or 07973100450 from any other phone to find out if your number is still available or there is this email address [EMAIL="customer.services@orange.co.uk"]customer.services@orange.co.uk[/EMAIL] havent tried it myself though

Hopefully this helps

waterwatereverywhere

Hi,

Thanks very much batcat for your detailed reply. I wasn't aware of this and you think they could give you some warning at least - I'm sure it would be easy for them to send a text message or something to warn you so you have chance to top up or make a call.

I will try emailing them to the address you gave and see what happens ... fingers crossed!

Orange_Company_Representative

Hi,

If you can drop me a mail to the address in my profile, I will see what I can do about this. Please include the mobile number so I can find the account.

So I can pick up your mail quickly, please add 'Jonathan Orange Response' in the first line.

Hope this helps

Jonathan
Orange Response Team

Old_Gold

How can you find out your number if your credit has run out to be able to question it? Without your phone number how would anyone be able to tell you your details?