Introduction
Every Virgin Mobile prepaid line moves through a set of lifecycle states depending on how long it has gone without a chargeable event. A chargeable event is any outgoing call, SMS, data usage, recharge, plan or booster purchase; incoming calls and free SMS do not count. In line with CST regulations and our Terms and Conditions, a line with no chargeable activity for 90 consecutive days is suspended, and if it stays unused for a further 90 days it is terminated and the number is later recycled. Agents check the current state and the “Last Chargeable Event” date in ESKA CRM > Customer 360 > Line Status.
Prepaid Lifecycle States
| State | Days Since Last Chargeable Event | What the Customer Can Do | How to Return to Active |
|---|---|---|---|
| Active | 0 – 60 | All services according to plan and balance | Not applicable |
| Grace (Cooling) | 61 – 90 | All services still work; reminder SMS sent on days 61, 80 and 87 | Any chargeable event resets the counter to day 0 |
| Suspended (Cold) | 91 – 150 | One-way: receive calls and SMS, call 1789 and emergency numbers only; balance is kept | Recharge any amount or buy a plan through the app, USSD *101#, website Quick Top Up or a store |
| Blocked (Frozen) | 151 – 180 | Two-way barred: no incoming or outgoing services except emergency calls; balance is kept | Call 1789 or visit a SIM store, verify ID (Nafath or fingerprint), then recharge; reactivation is processed within 2 hours |
| Terminated | 181 | No service; remaining balance, plan and boosters are forfeited | Cannot be reactivated |
| Quarantine | 181 – 270 | Number is held and not offered to anyone | Cannot be reactivated |
| Recycled | From day 271 | Number returns to the available pool and can be sold to a new customer (vanity numbers through the e-auction) | Cannot be reactivated |
Other Reasons a Line Changes State
- Change in legal status: When the ID expires, the customer leaves the Kingdom on final exit or passes away, the line is suspended within 3 business days and terminated 30 days after suspension unless the ID data is updated. Heirs have 90 days from suspension to request ownership transfer or termination.
- Lost or stolen SIM: The customer can request suspension; the number stays reserved and the line is reactivated by issuing a replacement SIM or eSIM.
- Customer termination: Through the website SIM Deactivation journey or a store; the number goes straight to Terminated.
- Port-out: When the port-out completes the line is Terminated on our side; the number continues with the new operator.
- Fraud or regulatory request: Lines can be barred immediately without notice when required by law or CST.
Postpaid Lines
Postpaid lines are not affected by the inactivity counter; their lifecycle depends on bill payment.
| Stage | Timing | Effect |
|---|---|---|
| Bill issued | Day 0 | Invoice sent; payment due within 25 days |
| Reminder | Day 20 and day 25 | SMS and push notification reminders |
| Soft barring | Day 26 | Outgoing calls, SMS and data barred; incoming calls allowed |
| Hard barring | Day 46 | All services barred except emergency calls |
| Termination | Day 76 | Line terminated, final bill issued and account moved to Collections |
Paying the full outstanding amount at the soft or hard barring stage restores services automatically within 2 hours.
Important
- Always check the exact “Last Chargeable Event” date in ESKA CRM before quoting how many days remain.
- Do not promise to restore a terminated number; once terminated it is lost even if it has not yet been recycled.
- Receiving calls alone does not keep a prepaid line active; advise customers who keep a second line to recharge or make one paid action at least once every 90 days.
- Balance is kept during the Suspended and Blocked states and is lost only on termination.
FAQs
My line stopped making calls but I still have balance. Why?
The line is likely Suspended after 90 days without a chargeable event. Any recharge or plan purchase reactivates it and the existing balance is kept.
I only receive calls on this number. Is that enough to keep it?
No. Incoming calls are not chargeable events; the customer must recharge or use a paid service at least once every 90 days.
My number was terminated last week. Can I get it back?
No. Terminated numbers cannot be reactivated. The customer can get a new number from the app.
I was abroad for 4 months. Will my line still work?
If no chargeable event happened, the line is Blocked. Reactivate it by calling 1789 or visiting a store with ID verification before day 180.
Will I be warned before termination?
Yes. Reminder SMS are sent during the Grace state and before termination, where feasible.
Complaint TKT
Raise a ticket if a line was suspended or terminated before the expected date, or reactivation did not complete within 2 hours.
| Group | Member Care Back Office |
| Category | Line Status |
| Sub-Category | Wrong Suspension / Reactivation Failure |
| Required Information | MSISDN, ID number, current state in ESKA CRM, last chargeable event date, recharge reference if any |
| SLA | 24 hours |
Call Reason
| Call Reason 1 | Call Reason 2 | Call Reason 3 |
|---|---|---|
| Inquiry | Policies | SIM Lifecycle |
| Request | Line Status | Reactivation |
| Complaint | Line Status | Wrong Suspension |