topic Re: New EE PAYG phone - missing top-up voucher in Pay as you go

New EE PAYG phone - missing top-up voucher

Veysketh — Sat, 31 Dec 2022 11:14:28 GMT

Hello

My new EE pay-as-you-go phone was delivered yesterday. The phone is working fine, but I cannot for the life of me find the £20 top-up voucher that I paid for (for the £20 plan I selected) that is supposed to be with it.

Inside the parcel was the phone box, the SIM card pack, a leaflet for the EE app, a leaflet for Google Pay, and the invoice.

The invoice lists the phone, the SIM card, and "EE PAYG Top Up Leaflet (20)".

I've checked my EE account for any information, I've checked my email account, and I've asked Google and searched the community forums here but I've turned up nothing. I've checked the page for how to contact EE, but there's no chat box (I assume because it's New Year's Eve, so understandable).

There's an urgency for me to get this sorted before the 2nd of January because that's when the household internet contract expires and so I won't have internet access to solve this problem, and I can't afford right now to top up an additional amount to get data on my new phone. I also can't use my old phone because it's completely dead and broken, can no longer be charged, and has no credit on it anyway.

I'm autistic so phone calls are something that are extremely distressing for me, to the point I cannot even speak to family members on the phone. Having someone speak on my behalf is just as distressing for me, so I would rather avoid phone calls if it is possible.

Can someone please point me in the right direction? Is it as simple as the voucher was mistakenly not included in the parcel? This whole thing is causing me a lot of stress and driving me potty looking for this voucher! I - and other members of my household - have repeatedly scoured everything I was sent! I'm more than happy to provide additional order details (Customer Order, Account Number, etc) to a member of staff.

Re: New EE PAYG phone - missing top-up voucher

Leanne_T — Sat, 31 Dec 2022 13:40:49 GMT

Hi @Veysketh

Thanks for coming to the community.

Can you text BALANCE to 150 from the EE SIM card and let me know the full reply?

I hope to hear back from you soon.

Leanne.

Re: New EE PAYG phone - missing top-up voucher

Veysketh — Sat, 31 Dec 2022 13:43:51 GMT

Thank you for replying to my problem. I received this text back:

Your current balance as of today 13:41 is £0.00. For more info on your packs, add-ons or free boosts, go to MyEE. ee.co.uk/myee

For info on our other Text Services, reply HELP or go to ee.co.uk/textservices

Re: New EE PAYG phone - missing top-up voucher

Leanne_T — Sat, 31 Dec 2022 13:45:54 GMT

Thanks @Veysketh

Where did you place the order?

Leanne.

Re: New EE PAYG phone - missing top-up voucher

Veysketh — Sat, 31 Dec 2022 13:48:26 GMT

Online. I selected the £20 plan when prompted and the cost was added to the order.

Re: New EE PAYG phone - missing top-up voucher

Leanne_T — Sat, 31 Dec 2022 14:31:17 GMT

Thanks @Veysketh

I'm very sorry this would need looked into for you by our pay as you go team.

Please see ways to contact us on the Get in touch page here.

Leanne.

Re: New EE PAYG phone - missing top-up voucher

Veysketh — Sat, 31 Dec 2022 14:40:21 GMT

Thank you for trying to help. Would this be something staff in my local EE shop would be able to help me with, e.g. dealing with speaking to the pay as you go team on my behalf?

Re: New EE PAYG phone - missing top-up voucher

Leanne_T — Sat, 31 Dec 2022 14:46:50 GMT

Hi @Veysketh

The EE Store will be happy to help you get this looked into and sorted 🙂

Leanne.