How to reactivate a T-Mobile PAYG SIM

dosh37

I have an old T-Mobile PAYG phone.
It's not been used to make outgoing calls for a while and it now reports 'Invalid SIM'.
I think this is because the SIM gets deactivated after 180 days if it's not used to make calls.


My question is...


Does anyone know how to contact T-Mobile or EE customer services to reactivate the SIM?


If you try calling any of the customer service phone numbers, you get an automated menu that offers no way to talk to a human advisor. If you try and follow the automated system, it asks you to enter your mobile number. In my case, the system then reports the number as 'invalid' and hangs up. :mad:

worried_jim

I think that ship has sailed.

Mister_G

Yes, it will have expired.

The only thing you can do is to get a new SIM, obviously with a different number. You will not be able to use the old number anymore.

dosh37

I received no alert (txt or email) warning that the SIM was about to expire or that the credit in the account was about to be lost.
I think that's a lousy way to treat customers.


I'm also appalled by EE/Orange/T-Mobile Customer Support.
It's impossible to speak to a human advisor by phone or email.


When I buy another SIM it will certainly not be with the same network.

Jon_01

All networks are the same.
99% of sims that are not used for 180 days+ are either not in a phone, or in a phone with a dead battery. So what would be the point of sending them a text ?

mac.d

Its an industry wide standard that PAYG sims that aren't used within a certain amount of time will automatically be cancelled. You have to make a chargeable action (call, text or data) every so often to keep them active. The amount of time differs between suppliers and can range from 90 days to 270 days.

See the Ken's Tech Tips website for full info, EE are probably one of the worst as their terms state (shown on the above mentioned website):

"6.3 You must make a Connection Action at least once every 180 days. If You do not, Your SIM Card will be disconnected from the Network and You will not be able to use the Services. You will lose Your mobile phone number and any Credit on Your Account at the time of such disconnection will be forfeited."

dosh37

"All networks are the same.
99% of sims that are not used for 180 days+ are either not in a phone, or in a phone with a dead battery. So what would be the point of sending them a text ?"


Sending an automated txt would do no harm.
The EE website states they do send a txt when the SIM goes into hibernation and that you then have a limited time to contact them before the number is returned to the free pool and the SIM deactivated.
I received no such txt alert. It is possible that could be because it was an older T-Mobile SIM dating to before it was taken over by EE. Although I had not used the phone to make calls for some time, I often powered it up to check for txt messages, so I would have picked up a hibernation alert message.



I was, and still am, registered with T-Mobile via their website. I can still log into my account but it now shows no registered phone number. They still have my details including my email address. You would have thought they would send out an automated email alert before a SIM is deacivated.



I did eventually manage to speak to a human at EE, but only by posing as a new customer. They told me my only option was to buy a new SIM.


The phone is an 8 year old 'Alcatel OT 800' with an alpha-numeric keyboard (rather like a blackberry). It is marked 'T-Mobile' on the front but I'm not sure if it's locked to the T-Mobile network. I only want a simple no frills PAYG SIM for infrequent voice + txt only. I don't use it for data.
O2 seem to have the best simple PAYG SIM but I don't know if it will work with this phone.

eDicky

dosh37 wrote: »

I often powered it up to check for txt messages, so I would have picked up a hibernation alert message.

Only if you powered it up at least once a week, text messages expire if not delivered within a certain time. T-Mobile may not have sent SMS warnings. You don't need to buy a new SIM, they are free to order online for nearly all networks. O2 will suit you best, look on eBay for an unlock code for your handset if you can't get one from EE.

Mister_G

dosh37 wrote: »

"All networks are the same.
99% of sims that are not used for 180 days+ are either not in a phone, or in a phone with a dead battery. So what would be the point of sending them a text ?"


Sending an automated txt would do no harm.
The EE website states they do send a txt when the SIM goes into hibernation and that you then have a limited time to contact them before the number is returned to the free pool and the SIM deacivated.
I received no such txt alert. It is possible that could be because it was an older T-Mobile SIM dating to before it was taken over by EE. Although I had not used the phone to make calls for some time, I often powered it up to check for txt messages, so I would have picked up a hibernation alert message.



I was, and still am, registered with T-Mobile via their website. I can still log into my account but it now shows no registered phone number. They still have my details including my email address. You would have thought they would send out an automated email alert before a SIM is deacivated.



I did eventually manage to speak to a human at EE, but only by posing as a new customer. They told me my only option was to buy a new SIM.


The phone is an 8 year old 'Alcatel OT 800' with an alpha-numeric keyboard (rather like a blackberry). It is marked 'T-Mobile' on the front but I'm not sure if it's locked to the T-Mobile network. I only want a simple no frills PAYG SIM for infrequent voice + txt only. I don't use it for data.
O2 seem to have the best simple PAYG SIM but I don't know if it will work with this phone.

If it is locked, then an unlock code from that well known auction website will only cost you 99p

[Deleted User]

My wifes Orange sim was deactivated a few years back due to lack of use, we walked into an EE shop (could have been an Orange shop at the time) and they re-activated it for her. Obviously this may be time limited if the number's already been reallocated.

Farway

dosh37 wrote: »

"The phone is an 8 year old 'Alcatel OT 800' with an alpha-numeric keyboard (rather like a blackberry). It is marked 'T-Mobile' on the front but I'm not sure if it's locked to the T-Mobile network. I only want a simple no frills PAYG SIM for infrequent voice + txt only. I don't use it for data.
O2 seem to have the best simple PAYG SIM but I don't know if it will work with this phone.

Assuming phone is locked, then try a free Asda sim, online, as you only want simple no frills this should suit you, and you get to try it for free before you bung money on

Plus minimum top up is a fiver, O2 is a tenner, and no unlock codes or cost required