If your Pay As You Go SIM card isn’t used for a certain amount of time, your credit can expire and your account can be closed.

Top Up LogoPay As You Go mobile phone tariffs are often ideal for people who only use their phone occasionally. Unlike Pay Monthly contracts, there are no regular monthly charges and you only need to pay for what you actually use.

One thing to investigate closely when choosing a Pay As You Go mobile network is the credit expiry and SIM card cancellation policy. On most mainstream mobile networks, your credit will not expire as long as you make a chargeable activity at least once every six months (e.g. an outgoing phone call, text message or use of mobile internet). However, some smaller mobile networks have a much stricter policy and your credit can expire just 90 days from top-up. Your SIM card could also be cancelled automatically if you haven’t used it for as little as 84 days.

In this article, we’ll review and compare the credit expiry and SIM card cancellation policy of UK Pay As You Go mobile networks.

Overview of Inactivity Policies

In the following table, we’ve summarised the credit expiry and SIM card cancellation policy of UK Pay As You Go mobile networks. Unless otherwise stated in the table, the times listed refer to an inactivity period (e.g. so your credit will only expire if your SIM card is left unused for more than a certain amount of time).

Mobile Network Inactivity Period (Amount of time without chargeable event)
PAYG Credit Expiry SIM Card Cancellation Phone Number Deleted
ASDA Mobile 270 days 270 days
restricted use after 180 days
360 days
EE 180 days 180 days 180 days
giffgaff 6 months 6 months 6 months
O2 6 months 6 months 6 months
Tesco Mobile 6 months 6 months 6 months
Three 6 months 6 months 6 months
Virgin Mobile 180 days 180 days 180 days
Vodafone 270 days 270 days 270 days
Smaller Pay As You Go Networks:
1p Mobile 120 days
from date of last top-up
120 days
from date of last top-up
120 days
from date of last top-up
Co-Operative Mobile 180 days 180 days 180 days
Delight Mobile 90 days
from date of top-up
120 days 120 days
iD Mobile 90 days
(also 365 days from top-up)
90 days 90 days
Lebara Mobile 90 days
from date of top-up
84 days 84 days
Lycamobile 90 days
from date of top-up
120 days 120 days
Orange 6 months 6 months 6 months
T-Mobile 180 days 180 days 180 days
TPO Mobile 3 months 3 months 3 months
Vectone Mobile 90 days
from date of top-up
120 days 120 days
VOXI 180 days 180 days 180 days
  • PAYG Credit Expiry: When your Pay As You Go credit expires, you’ll no longer be able to use it or recover it. On most mainstream mobile networks, your credit will never expire providing your SIM card remains active. However, on some smaller mobile networks, your credit can expire just 90 days after top-up.
  • SIM Card Cancellation: When your SIM card is cancelled by the network, you’ll lose coverage on your phone with an error message like “Inactive SIM” or “SIM card registration failed”. Your SIM card will be cancelled automatically if you haven’t used it for a certain amount of time (between 84 days and 270 days depending on the network).
  • Phone Number Deleted: In some cases, your phone number will be retained even if your SIM card has already been cancelled. This means you’ll be able to restore service on the phone number and you’ll be able to use a PAC Code to transfer the number to phone another network. If a phone number has been deleted or ‘recycled’ by your mobile network, it’ll no longer be possible to recover it or transfer it to another network.

Recommended Deal For Light Users

At present, ASDA Mobile is our recommend network for light mobile users. They have super-competitive rates and the most customer-friendly inactivity policy (your credit will never expire providing you use your phone at least once every 270 days):

ASDA Mobile

  • Low Pay As You Go rates. 8p/minute, 4p/text and 5p/MB. See full rates here.
  • Your credit will never expire. You just need to use your phone once every 270 days.
  • Uses the EE network. 99% coverage, 3G & 4G internet, check coverage here.
ASDA Mobile has one of the most customer-friendly inactivity policies of any UK mobile network.

ASDA Mobile is currently our recommended network for light mobile users. They have a Pay As You Go SIM card where your credit never expires (you just need to use your phone every 270 days to keep the SIM card active).

ASDA has highly competitive Pay As You Go rates of 8p/minute, 4p/text and 5p/MB. They also allow a minimum top-up of only £5. Regular users can save even more with a 30-day bundle.

ASDA Mobile has 99% population coverage (they have 2G, 3G and 4G coverage from the EE network). It’s a straightforward process to transfer your current phone number to ASDA Mobile.

Order ASDA Mobile SIM card (Free) →

Through the rest of this article, we’ll discuss the inactivity policy of each mobile network in more depth.

Major Pay As You Go Networks

ASDA Mobile

On ASDA Mobile, you should normally try to use your SIM card at least once every 180 days in order to keep it active. Providing you do this, your credit will never expire and your account will always remain open.

If there are 180 days of inactivity on your account, outgoing phone calls will be forwarded to ASDA’s automated service (you’ll need to call them on 0800 079 2732 to re-instate a full service for outgoing calls). After 270 days of inactivity on the account, unused credit will be removed and your SIM card will be barred. You’ll still be able to re-activate the SIM by calling ASDA Mobile Customer Services. Finally, after 360 days of inactivity, your SIM card will be permanently suspended and your phone number will be deleted.

For more information, see the ASDA Mobile FAQs (go to ‘Handset, Network and Technical Questions’ followed by ‘I only use my phone for emergencies’):

On any Asda pay as you go SIM card, you must make a chargeable call or send a text every 180 days to keep the number fully active. If you haven’t used your SIM in the last 180 days, your calls will be forwarded to our automated service, however you will still be able to receive inbound calls.

To reactivate your SIM, you will need to call us on 0800 079 2732 from a landline to reactivate your account.

If you haven’t used your Asda SIM in the last 270 days, all activity will be barred from your SIM card and all credit will be removed.

You can reactivate the SIM by purchasing an Asda top up voucher and then call customer services from a landline on 0800 079 2732 who will be able to reactivate your account.

After 360 days, the number will be disconnected from the network and the number will be deleted. We’re unable to reactivate a SIM if the number has not been used for over 360 days.

The legal terms relating to this policy can be found in clause 3.1(d) of the ASDA Mobile Terms & Conditions:

3.1 We can suspend (i.e. bar) or terminate the provision of the Services (in whole or in part) without telling you (although we will, where possible, inform you that action may be taken)

(d) if you choose not to use the Services for a continuous period of 180 days (‘use the Services’ means making any chargeable outbound calls (excluding calls to 2732, see Price Plan for prices), or any topping up of your account);

Source: ASDA Mobile Terms & Conditions (dated June 2017)
Tariff Information: ASDA Mobile Website

EE

EE will disconnect Pay As You Go customers if no “connection actions” are taken for 180 days. If this happens, any unused credit will be removed and your EE phone number will also be deleted from the system.

You can keep your account active either by topping it up (£5 minimum) or by making a chargeable activity (this includes making a chargeable call, text or data connection). From clause 6.3 of the EE Pay As You Go Terms & Conditions:

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.

If you’re opted in to one of EE’s Pay As You Go packs, you may find that credit is deducted from your account automatically every week or every month. To stop this happening, you can opt-out of the packs by texting STOP PACK to 150. This will allow you to keep the credit on your account for longer (without a pack, your credit will expire only after 180 days of inactivity).

Source: EE Pay As You Go Terms & Conditions (version 01B, dated January 2017)
Tariff Information: EE Website

giffgaff

giffgaff will disconnect your SIM card if your account has been inactive for a period of six months or more. You’ll lose your unused credit and your giffgaff phone number will also be deleted from the system.

There are several ways to keep your giffgaff SIM card active such as making a phone call, sending a text message, accessing the internet or topping up your phone. From clauses 13.3 to 13.4 of the giffgaff Terms & Conditions:

13.3. Your SIM Card will be disconnected unless, at least once every six months, your Account is used to:
a) make at least one call, SMS or MMS to another number (not including calls to emergency services or Member Services);
b) make at least one connection to the Internet;
c) make at least one airtime credit or Bundle purchase

13.4. If your SIM Card is disconnected, you will lose any remaining credit or Bundle balance on your Account. giffgaff recycles numbers and we will not be able to reconnect once a number is disconnected and recycled. giffgaff may reconnect you if any disconnection was due to our negligence.

If you’re converting your credit into a goodybag bundle, your bundle allowances will expire one month after the goodybag purchase. For more information, please read our full giffgaff review.

Please note: in order to qualify for giffgaff Payback Points, a stricter 3-month policy applies:

7.5. To qualify for Payback Points you must have an active SIM Card at the Payback Date and have successfully made a connecting call or SMS to any mobile or used mobile internet at least once in the 3 months prior to end of the relevant Payback Period.

Source: giffgaff Terms & Conditions (dated 17th October 2017)
Tariff Information: giffgaff Website

O2

On O2 Pay As You Go, customers will have their SIM card disconnected after six months of inactivity. You’ll also lose your phone number and any unused credit remaining on your account at the time. From clause 7.1 of the O2 Pay As You Go Terms and Conditions:

7.1. If you do not carry out any chargeable activity at least once in any 6 month period your Mobile Phone will be disconnected and you will lose any remaining credits balance on your Account. If you wish to be re-connected after this time you will be given a new Mobile Phone number.

Customers buying an O2 Big Bundle will see their bundle allowances expiring after one month. If you don’t want your top-up to be converted automatically into a one-month bundle, you should switch to O2 Classic Pay As You Go.

Source: O2 Pay & Go: Terms & Conditions (dated 15th June 2017)
Tariff Information: O2 Website

Tesco Mobile

Customers on Tesco Mobile Pay As You Go will lose their service after six months of inactivity. This is stated in clause 5.4 of the Pay As You Go Terms & Conditions:

5.4 If you do not use your Mobile Phone for six months we will disconnect you and you will lose your Credits and Mobile Phone number. If your Mobile Phone is disconnected and you would like to reconnect it, you must call Customer Care.

Source: Tesco Pay As You Go Terms & Conditions (dated 25th September 2006)
Tariff Information: Tesco Mobile Website

Three

Three will suspend your Pay As You Go account if you don’t top-up or make a chargeable event in a six-month period. According to clause 9.1(h) of the Three Pay As You Go Terms & Conditions:

9.1 We may Suspend any or all of the Three Services you use without notice if

(h) you have not activated a Pay As You Go Voucher on your account or undertaken any chargeable events or activities (for example, made telephone calls, sent text or photo messages, accessed content or the internet or any other Three Services for which a charge is made) using any credit or allowance on your account within the preceding 6 month period.

Source: Three Terms & Conditions
Tariff Information: Three Website

Virgin Mobile

If you’re on one of Virgin Mobile‘s most recent Pay As You Go tariffs (e.g. the Big Data & Texts or Big Talk tariffs), there’s an inactivity period of 180 days. You’ll need to make a chargeable phone call or text message at least once during this period. According to clauses 3.7 and 7.2(g) of their terms & conditions:

3.7 Keep talking!: You need to use our Services at least once within any 180 day period either by making a chargeable call or sending a text message. If you don’t we may suspend your access to the Services and disconnect you from the Network. We don’t really want to lose you as a customer so please ensure you keep talking or texting!

7.2 Suspension for other reasons: We may also suspend your use of the Services and disconnect your SIM from the Network without giving you notice if you, or anyone who uses your SIM:

(g) chooses not to use our Services within a 180 day period either by making a chargeable call or sending a text message;

If you’re on an older tariff such as “Pay As You Go Addict” or “Simply 8p”, the inactivity period may be 90 days instead. Please refer to clause 3.8 of the old terms and conditions.

Source: Virgin Mobile: Terms & Conditions for ‘Big Data & Texts’ and ‘Big Talk’ (dated July 2012)
Tariff Information: Virgin Mobile Website

Vodafone

If you’re a Vodafone Pay As You Go customer, you’ll need to top-up your phone or make a chargeable outbound activity at least once every 6 months. This is described in a Vodafone Support Centre FAQ:

How do I stop using Pay As You Go?
It’s easy to stop using your Pay as you go phone. You simply stop using it and it’ll automatically disconnect after six months. Any remaining credit will be lost, so make sure you use it up first.

This is also described in the Vodafone Pay As You Go Airtime Conditions (specifically, the sub-heading titled ‘Leaving us/suspending the services’). According to the airtime conditions, you’ll normally be given a warning and a further 90-day grace period, giving a total of 270 days before your account is suspended:

Leaving us/suspending the services. We can suspend, restrict (including, without limitation, prevent you from receiving incoming or making or sending outgoing calls and texts) or stop providing all or part of the services if

(ii) you do not use the service for 180 consecutive days i.e. you do not carry out any chargeable outbound activity such as making an outbound call (excluding calls to 191), sending an SMS, using data or topping up your account;

If you choose to stop using the services. If we suspend the mobile equipment because you have chosen not to use the services for 180 consecutive days we will send you an SMS notifying you that you should top up your account or make a chargeable outbound call (but not calls to 191), send a chargeable SMS or use your data within the next 90 days. If you fail to do so, we will disconnect your mobile equipment and you will lose any credit held on your account.

If you’re using one of Vodafone’s Big Value Bundles, your airtime credit will be converted automatically into a bundle each month. If you don’t want your credit to be converted into a time-limited bundle, you should change to another tariff like Pay As You Go 1.

Source: Vodafone Pay As You Go Airtime Conditions (dated June 2017)
Tariff Information: Vodafone Website

Smaller Pay As You Go Networks

On the mainstream mobile networks we’ve already discussed, you’ll normally be able to leave your SIM card unused for up to 6 months or 9 months at a time. Providing you do this, your account will remain open and your Pay As You Go credit will never expire.

On smaller virtual network operators, the inactivity policy is much more varied. On some smaller mobile networks, your SIM card could be cancelled after as little as 84 days of inactivity. Some of the smaller mobile networks will also expire your credit 90 days after the date of the relevant top-up. This is an important thing to watch out for when choosing a smaller network over one of the major players.

1pMobile

1pMobile works a little bit differently to other Pay As You Go mobile networks. Instead of having a normal account inactivity period, 1pMobile instead imposes a strict requirement for you to top-up your phone every 120 days. The minimum top-up is £10 each time on 1pMobile.

If you don’t top-up for more than 120 days, your account will be closed and your phone number will lost:

Our only requirement is that you top-up at least once every 120 days. All unused credit rolls over, so you never lose it.

If you don’t top-up within 120 days of your last top-up then we deem that you no longer wish to use 1pMobile as your mobile provider and your service will be cancelled.

We will send you email reminders two weeks before and 48 hours before your next top-up is due. You can also see when your next top-up is due in your account area.

For peace of mind you can set up auto-top-ups that occur either when your phone balance reaches £2 or when 120 days have passed since your last top-up.

Prior to the 25th April 2017, 1pMobile had a monthly minimum spend requirement.

Source: 1pMobile Help Pages
Tariff Information: 1pMobile Website

Co-Operative Mobile

Customers of The Co-Operative Mobile will either need to use their phone for a chargeable call or top-up their account at least once every 180 days. From sections 7.1 and 7.4 of their Pay As You Go Terms & Conditions:

We may disconnect Your SIM if, during the previous 180 days, You have not made a Top-up or used the Service. You will be notified and Your mobile telephone number will be designated for reassignment. On reconnection You will be assigned a new telephone number.

Upon Termination (by You or Us) or suspension of this Agreement, no credits or refunds will be given for unused Credit Balance.

Source: The Co-Operative Mobile Terms & Conditions
Tariff Information: The Co-Operative Mobile Website

Delight Mobile

On Delight Mobile, your Pay As You Go credit will automatically expire 90 days from the date of the relevant top-up. For instance, if you were to top-up with £10 of credit on April 1st, any leftover credit remaining from that £10 will automatically expire on June 30th.

Furthermore, if you don’t use your Delight Mobile SIM card for a period of 120 days, it will be disconnected and your phone number will be lost. For more information, see clause 12(b) of the Delight Mobile terms and conditions:

(b) We can cancel this agreement immediately if any of the following occur:

i. Where you do not use the services at least once every 120 days your Delight Mobile SIM will be disconnected from the network, this Agreement will be terminated, multifunctional top-up voucher recorded on your account that has not expired will be forfeited and you will lose your number;

ii. The validity of each top up is 90 days. Post the 90 days validity period, the credit will expire and the customer will not be entitled to a refund of the expired credit.

Source: Delight Mobile Terms & Conditions
Tariff Information: Delight Mobile Website

iD Mobile

On iD Mobile, your Pay As You Go account will be closed automatically after 90 days of inactivity. If this happens, you’ll also lose any unused credit on your account. This is stated within the iD Mobile Pay As You Go FAQs:

I no longer need my Pay-As-You-Go plan. Do I have to cancel it?
No, you don’t need to do anything. Your SIM will expire after 90 days of inactivity, so if you’ve any top-up credit remaining, use it or you’ll lose it!

Additionally, you will also need to top-up your account at least once every 365 days. This is stated in clause 12.4 of the iD Mobile Pay As You Go terms (for customers joining after the 15th June 2017):

12.4 Unless an additional Top-Up has been made, any unused Credit will expire after a period of 365 days from the date of purchase and unused allowances will expire as specified and this is non-refundable.

If you joined iD Mobile before the 15th June 2017, individual top-ups will have a validity of 365 days (e.g. if you were to top-up by £10 on January 1st, that top-up will only be valid until December 31st). This is stated in clause 8.5(a) of the terms and conditions for customers joining before the 15th June 2017.

Source: iD Mobile Pay As You Go FAQ
Tariff Information: iD Mobile Website

Lebara Mobile

On Lebara Mobile, all Pay As You Go credit will expire 90 days from the date of the relevant top-up. For instance, if you were to top-up by £10 on April 1st, any leftover credit remaining from that £10 will expire on June 30th.

In addition to their credit expiry policy, Lebara also requires you to use your SIM card at least once every 84 days. If you don’t make a chargeable phone call or text message for 84 days, your account will be closed and your SIM card will be terminated. Your phone number and Pay As You Go credit will both be lost when this happens.

For more information, see clause 60 of the Lebara Mobile terms and conditions:

60. If you do not use the Pre-Pay Services to make at least one chargeable event or outgoing call for a period of 84 days, this Agreement will be deemed to be terminated by you, and the Service will be disconnected.

Source: Lebara Mobile Terms & Conditions (dated 27th September 2010)
Tariff Information: Lebara Mobile Website

Lycamobile

On Lycamobile, all Pay As You Go credit will expires 90 days from the date of your top-up. For example, if you were to top-up by £10 on April 1st, any credit remaining from that £10 will expire automatically on June 30th.

Further to this, customers also need to make a chargeable event or need to top-up their phone once every 120 days (a warning will be sent to you after 90 days). If 120 days elapse since the last chargeable event, your account will be closed and you’ll lose any remaining credit. Your phone number will also be reallocated to another customer. Please see clauses 3.3-3.5 and clause 4.6 of the Lycamobile Terms & Conditions:

3.3 If you do not use your SIM Card to make a voice call, or send a message or data, or if you do not purchase a top-up using the Top-Up Services, for a period of ninety (90) days from the date you registered or activated your Account or your last use of the Services (whichever is later), Lycamobile will contact you by SMS or e-mail advising you that your SIM Card will be deactivated. Lycamobile will then provide you with an additional thirty (30) days to make a voice call, send a message or data, or purchase a top-up using the Top-Up Services.
3.4 If you make a voice call, send a message or data, or purchase a top-up using the Top-Up Services within the additional thirty (30) day period, your SIM Card will remain active. Any previous credit balance in your Account will remain available for you to use, and you will be able to access and use the Services.
3.5 If you do not make a voice call, send a message or data, or purchase a top-up using the Top-Up Services within the additional thirty (30) day period, your SIM Card will be deactivated. If the SIM Card is deactivated, your specific telephone number will be reallocated to another Customer, you will not be able to access or use the Services, and you will not be entitled to a refund of any credit balance in your Account.

4.6 From 5 August 2014 any new top up credit shall expire ninety [90] days from the date of top-up or recharge. For the avoidance of doubt, this does not apply to the existing credit balance in your Account before 5 August 2014.

Source: Lycamobile Terms & Conditions
Tariff Information: Lycamobile Website

Orange

Customers on Orange Pay As You Go will have their account terminated if it isn’t used for a period of six months. Your phone number will also be reassigned to another customer. There is some discretion for Orange to re-credit any lost balance but this isn’t guaranteed by the terms & conditions. From clause 3.4 of the Orange Pay As You Go Network Terms:

3.4 We will disconnect your Device if during the previous six months, you have not Registered a new Top Up or you have not made chargeable calls from your Device. For the avoidance of doubt calls shall include but not be limited to voice calls, data calls and text messaging. On disconnection your mobile telephone number will be reassigned. On Reconnection you will be assigned a new mobile telephone number. Orange may at its discretion, on request and on Reconnection to the Services, recredit the amount remaining on your account at the time it was disconnected.

Source: Orange Pay As You Go Network Terms (dated 15th November 2012)
Tariff Information: EE Website

T-Mobile

Customers on T-Mobile Pay As You Go are required to make a “connection action” at least once every 180 days. If you don’t use your phone for 180 days, your account will be closed and you’ll also lose any remaining credit as well as your phone number.

According to T-Mobile, “connection actions include topping up your account and making a chargeable call.” From clause 6(c) of their Pay As You Go Terms of Service:

(c) You must make a connection action at least once every 180 days. If you do not your SIM will be disconnected from the network and you will not be able to use the service at all. You will lose your mobile phone number. Any credit on your account at the time of such disconnection will be forfeited.

Source: T-Mobile Pay As You Go Terms of Service (version 59A, dated November 2010)
Tariff Information: EE Website

TPO Mobile

TPO Mobile (The People’s Operator) will suspend your service after three months of inactivity. Your phone number will also be lost. According to clause 8 of their Pay As You Go Terms & Conditions:

We may suspend or cancel the Services (or any part of it) immediately and/or end this agreement if:

you have not used the Services, or topped up your account, for more than 3 months. You will lose any unused credit.

Source: TPO Mobile: Pay As You Go Terms & Conditions (dated October 2016)
Tariff Information: TPO Mobile Website

Vectone Mobile

On Vectone Mobile, your Pay As You Go credit will automatically expire 90 days from the date of the relevant top-up. For example, if you were to top-up by £10 on April 1st, any leftover credit remaining from that £10 will automatically expire on June 30th.

Furthermore, in order to keep your account active, customers must use their SIM card at least once every 120 days. If more than 120 days have passed since the last chargeable activity, your account will be closed and your phone number will be lost. For more information, see clause 12(a) of the Vectone Mobile terms and conditions:

(a) We can cancel this agreement immediately if any of the following occur:
i. Where you do not use the Services at least once every 120 days your Vectone Mobile SIM will be disconnected from the Network, this Agreement will be terminated, any Multifunctional Top-up Voucher recorded on your Account that has not expired will be forfeited and you will lose your Number;
ii. If any call credit is not used within 90 days, (including any credit that has been allocated to you by a Vectone administrator) Vectone will place your My Vectone Account on inactive status and you will not be entitled to a refund of any remaining credit stored thereto.

Source: Vectone Mobile Terms & Conditions
Tariff Information: Vectone Mobile Website

VOXI

VOXI is Vodafone’s Pay As You Go sub-brand, exclusively for customers who are under 25. Typically, most customers will have a 30-day plan with unused allowances expiring with the plan. However, if you prefer, it’s also possible to use VOXI for calling and texting on a traditional Pay As You Go basis.

On VOXI, it’s a requirement to use your SIM card at least once every 180 days. If you don’t, your service will be suspended causing the loss of your phone number and unused credit on your account. From section 5(b) of the VOXI terms and conditions:

We may suspend our services or end the Agreement if

ii. you choose not to use the service for 180 consecutive days. Using the service means purchasing a Plan, topping up or making any chargeable outbound activity;

Source: VOXI Terms and Conditions (version 1.2, dated 3rd November 2017)
Tariff Information: VOXI Website

As always, we strongly recommend you double-check the details listed here against your mobile network’s website. Terms and conditions can change occasionally along with your mobile network’s policy on credit expiry and cancellation.

More Information

For more information, please refer to your mobile network’s website. Currently, our recommended mobile network for light users is ASDA Mobile due to their low rates and their customer-friendly inactivity policy.

If you’ve chosen a mobile network which you’d now like to join, please see our guide to latest free SIM card offers. You can also see our Pay As You Go price comparison tables and our guide to transferring your phone number between mobile networks.

Your Comments 205 so far

We'd love to hear your thoughts and any questions you may have. So far, we've received 205 comments from readers. You can add your own comment here.

  • Mike Buckingham said:

    Very useful web page – thank you.

    I have had the experience of having my sim card deactivated by Lebara after 84 days of perceived inactivity. Fortunately I contacted custmer services who were very good and have arranged to re-activate the sim.
    I hope this goes well because otherwise the Lebara network has been great. I think a large part of this is their use of the Vodafone network.
    Keep up the good work.

    Kind regards
    Mike

  • Hi,
    I had my virgin PAYG mobile number cancelled because of non-use which I realise now they can do, but they only said it MAY be disconnected and cancelled it with no further warning.
    Also the seem to have kept the airtime balance which I had.
    Can they do that?

    • Hi Ray,
      Many thanks for your comment. Sadly, the terms and conditions do allow them to do this, including keeping all of your unused credit. It might be worth contacting Virgin customer services to see if they’re able to manually reverse this, or to refund your credit.
      Ken

      • Thanks for your comments Ken.
        I realize now that they can do this “legally”, and if I had read the contract properly I could have avoided the problem, but I still think they didn’t give me adequate warning.
        Still, “caveat emptor” applies, and I will know next time.
        I will contact them as soon as my blood pressure can take the strain!
        Thanks again for your help.
        Ray

        • Thanks Ray. Unfortunately, this is just one of the really frustrating things that mobile networks sometimes do in the UK. I’ve been hit by it myself, and so have lots of other readers of this website. The only thing I can really do is to try and raise awareness that it will happen, and to advise you to try and contact the mobile network to see if they’re able to reverse it. If the disconnection has happened fairly recently, the mobile networks are sometimes able to restore your account & credit before your phone number gets assigned to another customer.
          Ken

  • Paul Anthony said:

    Hi Ken,

    My 3 sim card has been cut off due to inactivity. Is there any way to activate it again, or to transfer the number to a different 3 sim card?

    Thank you.

    • Hi Paul,
      Many thanks for your comment. Unfortunately, once a SIM card has been deactivated, it normally isn’t possible to re-activate it. However, I think it’s always worth asking to see whether this is possible – you can reach Three customer services on 0333 338 1001 (or 333 if you’re calling from your Three handset).
      Ken

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