Problems with pay as you go sim

Kscou — Sun, 17 Oct 2021 12:25:33 GMT

My daughters old sim hadn’t been topped up in about a year and wouldn’t allow me to top up. After searching online I discovered they can become extinct if not topped up for several months. I’ll just get her a new SIM card - easy! Or so I thought! New sim arrived, instructions said insert into phone, set up my ee account, top up & off you go. I have inserted new sim. She already had a my ee account. Went to top up and it was rejected. There are definitely sufficient funds in my account. So I tried a credit card. No joy. I called and spoke to a most unhelpful customer advisor who said try a different card. Or buy a voucher! I do not want a voucher I want to set up a rolling £10 pack which auto renews. She then said there had been fraud on this card & I had to use another. There had been fraud on my card last year but bank had issued a new one. I left it 24 hours & spoke to someone else via live chat who said the ee system was down try later. This is me now trying again 2 days later & it will still not allow me to top up. Do I need to activate the sim first? This is not mentioned in the leaflet that came with the sim. I have tried to activate but when I put in the one time code & the serial number of the sim it just times out. I am beyond frustrated with this. Can anyone help?

Re: Problems with pay as you go sim

Jon_K — Sun, 17 Oct 2021 13:38:55 GMT

Hi @Kscou.

Welcome to the community.

You will need to activate the SIM card before you can complete a top-up. You will also need to register this number with your My EE Account.

Are you able to try using fast top-up once the SIM card is activated?

Let me know how you get on.

Jon

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Problems with pay as you go sim

Re: Problems with pay as you go sim