topic Re: £10 Pay As You Go pack has not started in Pay as you go

£10 Pay As You Go pack has not started

leeannison — Fri, 06 Sep 2024 15:21:54 GMT

Hi all,

I'm a new EE customer for PAYG SIM only and have received my new SIM card yesterday.

I have already been charged £10 from my bank but my SIM card has no credit or no £10 bundle?

FAQ suggests to try calling somebody to activate the £10 pack. Tried calling/texting 150 but suggests I have £0.00 credit.

It's like my £10 bundle has already been used? Any ideas?

Re: £10 Pay As You Go pack has not started

XRaySpeX — Fri, 06 Sep 2024 16:24:55 GMT

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

Re: £10 Pay As You Go pack has not started

leeannison — Fri, 06 Sep 2024 21:41:21 GMT

Texting AL to 150 returns the following...

Your current balance as of today 20:29 is £0.00. For more info on your packs, add-ons or free boosts, go to the EE app or ee.co.uk

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

Re: £10 Pay As You Go pack has not started

Lesley_W — Sat, 07 Sep 2024 13:58:25 GMT

Hi @leeannison

Have you been able to log into your online account? Does anything show in there?

Lesley

Re: £10 Pay As You Go pack has not started

leeannison — Sat, 07 Sep 2024 21:49:29 GMT

Hello,

Yep able to login to my account online, it just says '0B data remaining' and £0.00 credit.

When I go to Manage My Plan, it says I'm on the £10 Subscription Pack, but I have no data, texts or minutes left, everything is set to '0'.

Re: £10 Pay As You Go pack has not started

Lesley_W — Sun, 08 Sep 2024 08:41:04 GMT

Thanks for checking that @leeannison

We really need our customer care team to look at your account. I know mentioned you aren't able to call them from your SIM, are you able to call from another phone on 07953 966 150?

If not, here's a link to our store finder to see if there's a store close to you who will be able to help or get you on the phone to customer care.

Lesley

Re: £10 Pay As You Go pack has not started

leeannison — Sun, 08 Sep 2024 14:30:03 GMT

Hi Lesley,

I'm able to call 150 from my SIM, however it just seems to be a voice recording loop, any idea which options to press to speak to a human?

Re: £10 Pay As You Go pack has not started

Michael_D — Mon, 09 Sep 2024 09:22:00 GMT

Hi @leeannison.

There are some automated options in the 150 IVR, but there would be an option to speak to our customer service guides. Off the top my head, there would be one for 'Anything Else', which then has technical options and one to speak to a guide.

If you still have trouble calling from your mobile, and have access to another phone, you can dial 08000798586.

Michael

Re: £10 Pay As You Go pack has not started

leeannison — Tue, 10 Sep 2024 16:32:11 GMT

Issue has been resolved (kind of).

Somehow when my SIM card arrived, it started charging me credit the moment I put the SIM card in i.e. using 4G data, rather than starting the £10 pack like I paid for.

Re: £10 Pay As You Go pack has not started

XRaySpeX — Tue, 10 Sep 2024 17:46:56 GMT

It can't just start charging you for data, w/out you buying a pack or add-on, unlike calls & texts which are charged at standard unit rates.

Re: £10 Pay As You Go pack has not started

leeannison — Wed, 11 Sep 2024 14:58:32 GMT

I've been refunded £10 credit today, issue resolved thanks

Re: £10 Pay As You Go pack has not started

Donna1640 — Thu, 07 Aug 2025 19:19:55 GMT

Hi i have just bought this exact sim for my nephew and its doing the exact same thing. Cost me £10 but says no credit how did you sort this please

Re: £10 Pay As You Go pack has not started

XRaySpeX — Thu, 07 Aug 2025 19:21:52 GMT

@Donna1640 : What does texting AL to 150 from your no. fully report verbatim (it is free)?

Re: £10 Pay As You Go pack has not started

Donna1640 — Thu, 07 Aug 2025 19:35:16 GMT

Get text saying £0.00 balance

Re: £10 Pay As You Go pack has not started

XRaySpeX — Thu, 07 Aug 2025 19:36:40 GMT

@Donna1640 : That's not all it says.

Re: £10 Pay As You Go pack has not started

Donna1640 — Thu, 07 Aug 2025 19:38:07 GMT

Re: £10 Pay As You Go pack has not started

Katie_B — Fri, 08 Aug 2025 09:19:42 GMT

Hello @Donna1640.

Thanks for providing the screenshot.

I would recommend speaking with customer care who can look into your account further.

Do you have access to another phone? if yes, please call us on 07953 966 150.

Katie