SIM Suspended or Disconnected — What Each Means

If your SIM has stopped working, the first thing to establish is whether it is suspended or disconnected. They sound similar and mean very different things.

Suspended — we can switch it back on

A SIM is suspended when a payment has not gone through. Your number, your plan and your data allowance are all still there, waiting.

1. Settle the outstanding payment at my.helloiq.uk.
2. Contact us to confirm — send us the mobile number and your payment reference.
3. We submit the reactivation and the SIM is usually back within about ten minutes.

Nothing is lost. You keep your number and carry on with the same plan.

Disconnected — the SIM cannot be switched back on

A SIM is disconnected when the subscription behind it has ended — an annual plan that was not renewed, or a plan you cancelled. Disconnection is one-way on the network. Once it has happened we cannot turn that SIM back on, however recently it was done.

If you need service again, order a new SIM from the shop. It arrives as a new SIM with a new number, unless you still hold a valid PAC code for your old number.

Keeping your old number

Your number stays reserved for a short period after disconnection, so if you want to keep it, request a PAC code as early as you can and use it within 30 days. Once the number is released it cannot be recovered.

How to avoid an unexpected disconnection

• Keep a working payment card on your account at my.helloiq.uk.
• Annual SIMs still need their yearly renewal paid — set a reminder if you do not use the SIM often.
• If you are going away for a long stretch, check your renewal date before you travel.