topic Re: New pack not working in Pay as you go

New pack not working

alihosie — Thu, 03 Aug 2023 16:21:17 GMT

I just topped up and ordered a new pack. Previously this worked and the pack started working quickly.

This time - nothing.

Pack shows as purchased but nothing happening on my phone.

Grateful for any ideas

Ali

Re: New pack not working

XRaySpeX — Thu, 03 Aug 2023 16:43:18 GMT

What does texting AL to 150 from your no. fully report verbatim (it is free)?

Re: New pack not working

alihosie — Thu, 03 Aug 2023 16:55:45 GMT

It says no signal found for mobile networks

Re: New pack not working

Leanne_T — Thu, 03 Aug 2023 17:04:38 GMT

Hi @alihosie

Do you have signal showing?

Can you make calls?

Leanne 🙂

Re: New pack not working

alihosie — Thu, 03 Aug 2023 17:06:59 GMT

no - no signal no calls possible

Re: New pack not working

Leanne_T — Thu, 03 Aug 2023 17:12:41 GMT

Thanks @alihosie

Are you in the UK?

When was the last time the SIM card was used to make a call or send a text?

Leanne.

Re: New pack not working

alihosie — Thu, 03 Aug 2023 17:17:56 GMT

yes - in the UK

Last use for text out appears to be 30 April 2022
mostly incoming texts from EE on updating rather than outcoming.
hasn't been used for calls for a couple of years. It's mostly used for data

Re: New pack not working

Leanne_T — Thu, 03 Aug 2023 17:28:13 GMT

Hi @alihosie

Pay as you go SIM card's do go into hibernation, please see What is pay as you go and flex hibernation, and how do I stop it?.

You would need to call us and get this looked into.

Leanne.

Re: New pack not working

alihosie — Thu, 03 Aug 2023 17:31:43 GMT

It was used in February - It has been left for months at a time before - so why now?

A text has come through to say the pack is live but there is no EE internet. Is it maybe just cause the signal is rubbish?

Re: New pack not working

alihosie — Thu, 03 Aug 2023 17:32:07 GMT

used for data that is

Re: New pack not working

Leanne_T — Thu, 03 Aug 2023 17:34:55 GMT

Hi @alihosie

If you give us a call the team will certainly get this looked into for you.

Thanks.

Leanne.

Re: New pack not working

XRaySpeX — Thu, 03 Aug 2023 17:37:51 GMT

Sounds like your PAYG SIM may have gone into hibernation.

When did you last use it for a chargeable action? EE PAYG SIMs are deactivated after 6 months of non-chargeable use. You then have a further 3 months to call EE to reactivate it before it is lost completely.

You needed to make a chargeable action like making a chargeable call or text, topping up or buying a Pack or Add-on, not just using your mins, texts or data from your pack.

Re: New pack not working

alihosie — Thu, 03 Aug 2023 18:37:10 GMT

It's less than 6 months since it was last used.

Re: New pack not working

alihosie — Thu, 03 Aug 2023 18:38:16 GMT

It was topped up with a pack less than 6 months ago with a new pack.

Re: New pack not working

XRaySpeX — Thu, 03 Aug 2023 18:44:39 GMT

You mean you topped up the credit with money & then bought a pack. Those are both chargeable actions.

Re: New pack not working

Rennnt — Sun, 03 Dec 2023 09:47:56 GMT

Same with me. I believe they are pushing us to setup an automatic monthly payment via debit card. I'll have to call today and see what's the problem

Re: New pack not working

XRaySpeX — Sun, 03 Dec 2023 09:49:54 GMT

@Rennnt : What does texting AL to 150 from your no. fully report verbatim (it is free)?

Re: New pack not working

Ayesha671 — Tue, 16 Jan 2024 22:35:32 GMT

Yesterday I purchase a pack of £10 but it's not working

Re: New pack not working

Christopher_G — Wed, 17 Jan 2024 07:48:48 GMT

Hi @Ayesha671

Welcome to the community.

Could you text BALANCE to 150 please? Does the reply say you have a credit balance or an active pack?

Chris