Disconnected sim

[afxrhan04]

Hi. My number was recently disconnected without any warning whatsoever and it’s very important I get it back. It only happened a week ago and I’ve been trying to get it back urgently. The number is tied to a few of my email accounts as a 2 step authentication process and I am unable to access them without this number. Can I get my old number reactivated or a new number (different sim) changed to my old number (I am willing to pay if required). I have read the dormancy policy etc and I have been using the number in the last 6months however I was unable to top up due to an issue three would not explain to me. I tried to get it fixed during those months but the team never got back to me or helped. It is vital I get this number back can anyone please please please help me. 

[Sahro]

I have the same issue

[MichaelP]

Hi there @Sahro,

I'm sorry to hear this.

To confirm - is this a PAYG SIM? 

When was it disconnected? Was notice given to you?

This is usually sent to you via text/email to advise if a PAYG SIM hasn't had a chargeable activity for 180 days.

Thanks,
Michael

[Sahro]

This is not a PAYG sim. It was disconnected on January 2nd this year and notice was given, however because of the services being cut I wasn’t able to do anything about it. Hope you can help.

[PeteG]

It's unclear what has happened, you said notice was given? I'm assuming your referring to 30 days notice for cancellation. If that's the case, why was the disconnection unexpected? 

Pete.

[Sahro]

Notice was only given after my serviced were cut, by which point I couldn’t do anything about it, making it a late notice. My bill was paid by that point as well.

[PeteG]

I'm unaware of any normal situations where a contract line is terminated without the user requesting it. I've seen situations where a line has been placed in a suspended state, which users have thought was the line being disconnected, but that's all I can think of at the moment. 

In order to know what happened with the line, and the reason it wasn't working prior to you giving notice, you'd need to speak to the Support Team by calling or using live chat. 

Pete.

[JohnM]

Hey @afxrhan04,

This is not ideal!

We are sorry that you have been waiting on a response.

Let's get this sorted, I have sent you a PM with a direct link to one of our colleagues.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

John M

[Ai]

I have the same issue

[JohnM]

Hello @Ai,

Oh no we cant have that!

Lets get this looked into, I have sent you a PM with a direct link to our dedicated team who can support you on this.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

John M