Orange unregistering SIM card

agkq62

For 5 years I have had two Orange PAYG phones for emergency use with about £10 credit on each. I have never topped them up but always kept them active by sending a text every 6 months. Today I tried to send my 6 month text, the first one came up "10p balance" the second as unregistered.

I phoned Orange and they say you now have to make a voice call every 2/3 months to stop deactivation. I have got the credit back on the first phone but they say the second phone had been totally cancelled and they have no records for the number. So I have lost £10.

Anyone else had this problem?

Chris2000

No, I haven't had this problem with my Orange pay as you go sims.

Is it possible the text you sent didn't get through and wasn't charged? I always check the balance before and after to make sure some credit was used.

There is a link to T&C at the bottom of most pages on the EE home page. What do the Orange pay as you go network terms say you must do to prevent disconnection? If Orange have not followed their own T&C, there's also a link to the Code of Practice at the bottom of most pages which explains how to complain.

Jenny_EE

agkq62 wrote: »

For 5 years I have had two Orange PAYG phones for emergency use with about £10 credit on each. I have never topped them up but always kept them active by sending a text every 6 months. Today I tried to send my 6 month text, the first one came up "10p balance" the second as unregistered.

I phoned Orange and they say you now have to make a voice call every 2/3 months to stop deactivation. I have got the credit back on the first phone but they say the second phone had been totally cancelled and they have no records for the number. So I have lost £10.

Anyone else had this problem?

Hi,


If you have a Pay as you go number that hasn’t been used for a while, it will become inactive and you’ll lose the number eventually. This process is called ‘Hibernation’. If you do not make a chargeable call, send a text or access data within 120 days the Hibernation process will begin. We have loads more information on the process here and steps you'll need to take to ensure the number stays active. https://community.ee.co.uk/t5/Pay-as-you-go/Pay-as-you-go-Hibernation-Information-on-EE/td-p/392179.


Thanks, Jenny

firefox1956

I lost £36.00 will O2 in a similar situation.
Not best pleased..........
If they know you have not used the phone for a certain period
of time can they not send you a reminder or something ??

Jon_01

firefox1956 wrote: »

I lost £36.00 will O2 in a similar situation.
Not best pleased..........
If they know you have not used the phone for a certain period
of time can they not send you a reminder or something ??

Because most of the time the sims either lost or in a phone that's not switched on. So sending it a text or trying to call it is a waste of time.

firefox1956

Yes fair comment

agkq62

Thanks all for the replies. I have looked at the link to Orange and the terms stated there are not what I was told by the help line. When I have a couple of hours to spare I will have another go at the help.