ASDA disconnected my number.

Boohoo

Hello.
I have had the same mobile number for nearly 10 years now.
Yesterday I noticed there was no signal so switch off and the on and still nothing. Done that 4 times over 8 hours and then it said sim card registration failed. Tried again today and same problem.
Called CS and after going from one person to another after 5 different people was told that I had not used the number for 6 months and my number was disconnected so I asked can it be reconnected he said no,i said in ASDA t&c it states they can and he said no but I can buy a new sim card instead.
I don't use the mobile that much as I have a works mobile but they are going to charge for calls starting next month so I was going to port over to giff gaff.
I last used the mobile at Xmas as I checked my call log but he said no call/txt or data was used or sent to/from my number.
Strange thing is my brother has an ASDA number and his went off yesterday also.
Is there anything I can do to get my number back or is it gone forever?

Browntoa

It's gone I'm afraid

victor2

Yep. Once they're gone, they're gone.
Asda might apologise and give you some credit if it's a mistake on their behalf, but if they've really let the number go, you won't see it again.

macman

All networks reserve the right do this after x months, although the timescale isn't always strictly implemented.
Are you sure this isn't to do with Asda's transfer from Voda to EE instead, as after 30/4 the old Voda-based SIM will cease to function anyway?

Stompa

https://mobile.asda.com/existing-customers/terms.html

3.2 Where the Services are suspended or disconnected because you have chosen not to use the Services for a continuous period of 180 days, we will, on request reconnect you to the Services, however any credit or top-ups held on your account at the time of suspension or disconnection will not be re-credited to your new service. We cannot guarantee under any circumstances that you shall be able to continue to use your original number and as such will send you out a new Asda Mobile SIM Card that will contain a new number.

Boohoo

macman I am aware of the transfer to EE and that was one reason why I was going to leave them. The 1st 2 cs reps I spoke to couldn't find my number as they thought I had changed over to EE and then I was sent to the old ASDA Vodafone cs rep to try and sort this out.
Stompa there are the t&c's I said to the rep but he flatly refused to help and said the number had gone and I had not used my mobile in over 6 months and hinted that I have made a mistake in thinking that I had used it. My number was switched of yesterday so I thought I could get reconnected. I only wanted my old number back don't want any compensation just my old number.

afzaal1988

few years ago orange disconnected my number for not using it.
i didnt really bother for 6 to 8 months as it was my 2nd number and didnt really use that number

but than i thought i had that number for good 5 to 6 years so i should get it back.

I cant really remember how many times i called orange (probably 4 or 5 times) but they reativated my sim free of charge with same number:T

afzaal1988

I have email from Asda regarding this matter


Thanks for your email about sim expiry.

If you don't make a chargeable connection i.e. make a call or send a text from your sim for a continuous period of 3 months the sim becomes "quarantined".
To remove the sim from this quarantined status you top up the sim and are then able to continue using it as normal.
Any balance that was on the sim previous to quarantining will remain.

If the 3 month window passes and the sim is still not used for a continuous total period of 180 days the sim expires and the number is completely removed from the network.
It is then not possible to retrieve or reactivate the number and any credit on the sim is non refundable.
Thanks again for your email and if there is anything else I can help with, please let me know.

Kind regards

forgotmyname

We tried my wifes old Orange number a little while back and it registered in the network fine. Not been used for about 4 years.

Maybe because its a pay as you go but no topups needed. She makes calls and gets billed each month.

tyllwyd

So are they saying that if you don't use the SIM at all for three months, they put it in this 'quarantined' status, and once it is quarantined, to keep it alive you have to top it up again, not just make a call/text? That sounds harsher than Orange - we've got one Orange PAYG SIM that hasn't been topped up for a lot longer than that and I'm pretty sure has gone for more than 3 months without being used.

Farway

afzaal1988 wrote: »

I have email from Asda regarding this matter


Thanks for your email about sim expiry.
this quarantined status you top up the sim and are then able to continue using it as normal.
Any balance that was on the sim previous to quarantining will remain.

And now you cannot top up an ASDA sim because of move to EE.
Top ups ceased on 31st Jan