Why has my account gone into hibernation?
If you’ve had no chargeable activity on your account within 60 days we’ll contact you by text to make sure you’re still using your SIM card and that you’d like to keep your account active.
If you haven’t used your phone for any chargeable activity for 179 days then your account will go into hibernation and any credit will be removed. Don’t worry, at this point it’s not too late to reinstate your number and credit – you just need to contact us from any phone to reinstate your account.
What is a chargeable activity?
- voice and data usage – this includes making calls, sending text messages and photo messages, retrieving a voicemail, and using data
- topping up your account
- buying a plan or add-on
Any of the chargeable activities can be made in the UK and abroad to keep your account alive.
How can I reinstate my account from hibernation?
If you want to reinstate your number and credit you will need to call us within 90 days of the account being in hibernation and we will be able to reinstate them.
If we don’t hear from you after 273 days we’ll assume that you no longer wish to keep your account and we will recycle the number and all credit remaining will be lost.