Prepaid number (warehouse mobile) disconnected without any warning

Forums › New Zealand Mobile and Wireless › Prepaid number (warehouse mobile) disconnected without any warning - any recourse?

samnz

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#324276 23-Mar-2026 09:41

Hi all,

I had a prepaid number with Warehouse mobile that I'd been using for several years - it was active for both incoming and outgoing calls and texts.

The only thing I hadn't done was top it up for a while (may be past 12 months). Without any warning, notice, or text msg, Warehouse mobile disconnected and the number.

I have been receiving text message since Friday, and on Sunday I noticed there mobile was showing no signal, and called Warehouse mobile and they said the number has been deleted due to no top up for a while.

I have expected atleast an automated warning text to say that the number will be deleted if not topped up within a timeframe. I raised this with them, and they said they don't have to and it's not always they sent those warnings.

I can get a new number and update the number for many things, but it was tied to few overseas services for OTP and it's very hard and whole lot of process to get them to update my number, so the impact has been pretty significant.

Anyone know if there is a grace period or something to get the number back using a new sim or any other ways? Or is it permanently gone?

Thanks in advance for any insight.

Linux

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#3472504 23-Mar-2026 09:59

@samnz 13 months from last topup is deactivation of the number credit expiry is 12 months

Have you called Warehouse mobile and spoken to them about getting the number reactivated?

samnz

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#3472506 23-Mar-2026 10:04

Linux:

@samnz 13 months from last topup is deactivation of the number credit expiry is 12 months

Have you called Warehouse mobile and spoken to them about getting the number reactivated?

Yes, talked to them yesterday and they said can't get the number back. It was only deactivated yesterday. I was wondering if there is any grace period at all?

richms

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#3472513 23-Mar-2026 10:38

I think there is something broken at 2degrees about doing the warnings because I recently got no warning about my number with them expiring. That sim is in an active phone as a second sim and I used it for 2 factor at places that only offered SMS for it.

Anyway, I was able to get it back by going to a store, being told I had to message them, so I messaged them, answering a crap load of questions and ID etc and then being told I had to go to a store, and going back to the same store but seeing someone who was actually helpful who took my ID and reactivated it.

Not sure how you will get on with warehouse, but the fact that they dont even give you an account to log in with means I suspect they have zero details about you to authenticate. I was lucky that the 2degrees connection was one of a handful that I had given real details to so the ID matched. Most of my others have made up names on them so if I was needing to ID then would be out of luck.

Richard rich.ms

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#3472521 23-Mar-2026 10:53

Something they do need to get into the app for prepaid connections is the credit and account / mobile number expiry date

@SaltyNZ Maybe something you could mention pretty please

richms

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#3472526 23-Mar-2026 11:34

Linux:

Something they do need to get into the app for prepaid connections is the credit and account / mobile number expiry date

@SaltyNZ Maybe something you could mention pretty please

They should also be warning thru the app notifications and not just sending a SMS that is reliant on the sim being in a device that you can read it on.

Richard rich.ms