topic Re: Welcome Pack 10GB - £10 sim but only received 5GB in Archived Posts

Welcome Pack 10GB - £10 sim but only received 5GB

js632 — Sun, 21 Nov 2021 10:52:04 GMT

@ links to members Hi morning,i've activated my new EE sim card yesterday (20.11.2021)but only received 5GB on the card,when the welcome pack says £10 for 10G

Can anyone explain that?

Or any help indeed?

Thanks await your reply

Re: Welcome Pack 10GB - £10 sim but only received 5GB

js632 — Sun, 21 Nov 2021 10:55:42 GMT

@James_B Hi morning,i've activated my new EE sim card yesterday (20.11.2021)but only received 5GB on the card,when the welcome pack says £10 for 10GB

Can anyone explain that?

Or any help indeed?

Thanks await your reply

Re: Welcome Pack 10GB - £10 sim but only received 5GB

js632 — Sun, 21 Nov 2021 11:01:24 GMT

@James_B@ members

Here's a photo of the welcome pack

But when i top-up only gave me £10 for 5GB thanks await reply

Re: Welcome Pack 10GB - £10 sim but only received 5GB

XRaySpeX — Sun, 21 Nov 2021 11:09:38 GMT

@js632 : Look for the other 5GB in the Add-ons.

Re: Welcome Pack 10GB - £10 sim but only received 5GB

js632 — Sun, 21 Nov 2021 11:25:29 GMT

@ XRaySpeX

Hi there, can't find the other 5GB included in the welcome pack

Thanks await reply

Re: Welcome Pack 10GB - £10 sim but only received 5GB

XRaySpeX — Sun, 21 Nov 2021 11:30:38 GMT

Well, if it is not listed in your online MyEE Add-Ons you'll just have to get on to CS.

Re: Welcome Pack 10GB - £10 sim but only received 5GB

js632 — Sun, 21 Nov 2021 11:42:33 GMT

@XRaySpeX thanks 4 the reply, but CS??

Re: Welcome Pack 10GB - £10 sim but only received 5GB

js632 — Sun, 21 Nov 2021 11:43:54 GMT

@XRaySpeX and why do i have to go around in circles?

Isnt that supposed to be automatic on the new EE sim?

Says on the welcome pack £10 for 10GB..!

Re: Welcome Pack 10GB - £10 sim but only received 5GB

James_B — Sun, 21 Nov 2021 12:21:34 GMT

Hi @js632,

Welcome to the EE Community. 🙂

Did you activate your SIM within seven days of purchase?

James

Re: Welcome Pack 10GB - £10 sim but only received 5GB

js632 — Sun, 21 Nov 2021 12:29:21 GMT

@James_B yes i did yesterday ..but activated you mean by £10 top-up and get a pack?yes

But only got £5GB instead of 10GB

Thanks.

Re: Welcome Pack 10GB - £10 sim but only received 5GB

James_B — Sun, 21 Nov 2021 12:36:22 GMT

Hi @js632,

As long as the SIM was activated within seven days of purchase, your extra data should have been added automatically.

Please follow @XRaySpeX's advice and get in touch with Customer Care so a member of the team can take a quick look at your account.

Thanks

James

Re: Welcome Pack 10GB - £10 sim but only received 5GB

vandertien — Sun, 21 Nov 2021 12:48:49 GMT

I have a similar problem.

I ordered a free sim from here: https://shop.ee.co.uk/price-plans/free-sim

and I chose the £15 pack, it should come with 30gb right?

The sim arrived yesterday and I put the sim in my phone and paid for the pack online this morning. I have only received 8gb out of 30gb, when I click into "manage your pack", I can't even find a pack with 8gb, it looks like I am paying more for less, how did it happen?

Re: Welcome Pack 10GB - £10 sim but only received 5GB

James_B — Sun, 21 Nov 2021 14:00:09 GMT

Hi @vandertien,

Welcome to the EE Community. 🙂

Please get in touch with Customer Care so we can make sure the correct plan has been activated on your account.

James

Re: Welcome Pack 10GB - £10 sim but only received 5GB

XRaySpeX — Sun, 21 Nov 2021 14:57:42 GMT

CS = Customer Support. Click on "Contact Us" @ top of this page during opening hours.

A mistake has presumably been made in the configuration of your SIM which only EE can correct.