topic Re: Paid £15 for unlimited calls and texts, told I do not have enough credit. in Pay as you go

Paid £15 for unlimited calls and texts, told I do not have enough credit.

Hanaellena1 — Tue, 15 Aug 2023 14:30:30 GMT

I bought a SIM and topped it up with a subscription voucher, £15. I'm supposed to have unlimited calls and texts, but when I try I am told I do not have any credit which remains at £0. What am I supposed to do?

Re: Paid £15 for unlimited calls and texts, told I do not have enough credit.

Northerner — Tue, 15 Aug 2023 14:33:51 GMT

Hi @Hanaellena1

Try restarting (or flight mode) your device and then check again.

Thanks.

Re: Paid £15 for unlimited calls and texts, told I do not have enough credit.

XRaySpeX — Tue, 15 Aug 2023 15:48:58 GMT

You do have a pack with UK calls & texts. What happens when you try making a call?

You are calling a UK no.? Calls to non-UK nos are not included in your pack & if you do try to make them that's the msg you'll get, that you have no credit to make them.

Re: Paid £15 for unlimited calls and texts, told I do not have enough credit.

ljj_1983 — Wed, 13 Dec 2023 09:17:32 GMT

I have this same issue.

It says I have no credit to make the call and that I need to top up first. Yet I have unlimited calls and texts. Texts won’t send either but the data seems to be working ok. I’ve tried restarting the phone and receiving a call from another phone but this still hasn’t activated it.

I need to catch a train today and call when I arrive so this is hugely inconvenient.

Re: Paid £15 for unlimited calls and texts, told I do not have enough credit.

Leanne_T — Wed, 13 Dec 2023 11:00:09 GMT

Hi @ljj_1983

Do you have signal showing?

Are you in the UK?

Leanne 🙂

Re: Paid £15 for unlimited calls and texts, told I do not have enough credit.

ljj_1983 — Wed, 13 Dec 2023 12:08:08 GMT

Yes I am in the uk and yes I have signal showing.

Also turns out the data isn’t working, yet it says 4g on my phone.

Re: Paid £15 for unlimited calls and texts, told I do not have enough credit.

Leanne_T — Wed, 13 Dec 2023 12:13:39 GMT

Thanks @ljj_1983

How long ago did you last use the SIM card for calls and texts?

Can you view your pack information in your EE app?

Leanne.

Re: Paid £15 for unlimited calls and texts, told I do not have enough credit.

ljj_1983 — Wed, 13 Dec 2023 12:21:19 GMT

It’s a brand new EE sim I brought from a supermarket yesterday so this is the first time using it.

I can view my pack info, it just says I have the £15 subscription pack with 25GB data and unlimited calls and texts.

Re: Paid £15 for unlimited calls and texts, told I do not have enough credit.

Leanne_T — Wed, 13 Dec 2023 12:29:58 GMT

Thanks @ljj_1983

What happens when you make a call?

Can you text BALANCE to 150, does the text send?

Leanne.

Re: Paid £15 for unlimited calls and texts, told I do not have enough credit.

ljj_1983 — Wed, 13 Dec 2023 12:37:42 GMT

When I try to make a call it says: ‘it looks like you don’t have enough credit to make this call right now, you’ll need I top up first’.

The balance text works.

Re: Paid £15 for unlimited calls and texts, told I do not have enough credit.

Leanne_T — Wed, 13 Dec 2023 12:40:25 GMT

Thanks @ljj_1983

The reply shows you have no pack allowance at the moment, did you top up when you purchased the SIM?

Leanne.

Re: Paid £15 for unlimited calls and texts, told I do not have enough credit.

ljj_1983 — Wed, 13 Dec 2023 12:45:13 GMT

No I purchased the £15 pack when I got home in wifi. The text above the balance from 150 states that the £15 will come out of my phone once I use it and I’ll receive the data pack benefits (25GB and unlimited calls and texts).

Re: Paid £15 for unlimited calls and texts, told I do not have enough credit.

Leanne_T — Wed, 13 Dec 2023 12:46:58 GMT

Thanks @ljj_1983

This will need to be looked into in more detail for you, please call us on 07953 966 150 from any phone and the team will get this sorted for you.

Leanne.

Re: Paid £15 for unlimited calls and texts, told I do not have enough credit.

Usman198 — Mon, 29 Jan 2024 22:12:47 GMT

Hi I am facing the same issue, as I have been charged on voice calls which supposed to be within my package??

Re: Paid £15 for unlimited calls and texts, told I do not have enough credit.

XRaySpeX — Mon, 29 Jan 2024 22:57:58 GMT

@Usman198 : Voice calls to where? What are the 1st 6 digits of the numbers you called?

Re: Paid £15 for unlimited calls and texts, told I do not have enough credit.

Usman198 — Tue, 30 Jan 2024 17:58:00 GMT

I called on my other three uk number 07480911

--
Usman Ali Rehman

Re: Paid £15 for unlimited calls and texts, told I do not have enough credit.

Leanne_T — Wed, 31 Jan 2024 07:53:06 GMT

Hi @Usman198

Can you text BALANCE to 150 and let me know the full reply?

Leanne.

Re: Paid £15 for unlimited calls and texts, told I do not have enough credit.

Usman198 — Wed, 31 Jan 2024 15:23:52 GMT

Hi please find below screen shot, please note that I bought the £15 pound
subscription SIM online through EE website.

Regards
Usman

Re: Paid £15 for unlimited calls and texts, told I do not have enough credit.

Leanne_T — Wed, 31 Jan 2024 15:28:41 GMT

Hi @Usman198

No screenshot is showing, could you try this again please?

Leanne.

Re: Paid £15 for unlimited calls and texts, told I do not have enough credit.

Usman198 — Wed, 31 Jan 2024 15:47:52 GMT

Hi I have attached the screenshot now