topic Re: Pay as you go offer in Pay as you go

Pay as you go offer

Seifbchr — Sat, 12 Oct 2024 11:38:54 GMT

Hey, bought yesterday new SIM (pay s u go) and done a top up of 15£ which supposed to gimme 75GO, i activated that offer the credit has gone but didn't work !

Re: Pay as you go offer

Northerner — Sat, 12 Oct 2024 11:50:20 GMT

Hi @Seifbchr

Are you in the UK and was the SIM activated in the UK.

Have your tried restarting your device.

Text BA to 150, what does it say.

Thanks

Re: Pay as you go offer

Seifbchr — Sat, 12 Oct 2024 11:53:53 GMT

First i'm in the UK yep, when texted 150 it says your current balance is 0,

Re: Pay as you go offer

Peter_W — Sat, 12 Oct 2024 14:35:20 GMT

Hi @Seifbchr, welcome to the EE Community!

Where was it you purchased this SIM from, and what have you used this phone for since you topped it up?

Also when you sent the text that @Northerner recommended, what exactly did it say?

Feel free to pop up a screenshot, but make sure to mask any personal details.

Peter

Re: Pay as you go offer

Seifbchr — Sun, 13 Oct 2024 12:15:50 GMT

Hey ! Thank for reply

i bought it from a shop, i've done the top up ! Activated the 15£ deal, then started using it didn't reach a 5 minute and stoped !

when i text BA i get "you're current balance is 0" and i still have receipt that 15£ was taken from my account !

Re: Pay as you go offer

Peter_W — Sun, 13 Oct 2024 12:28:26 GMT

Thanks @Seifbchr, it sounds like the pack may not have activated, so instead when you were making calls it would have been using the credit balance alone.

We don't have access to accounts via the Community, but if you reach out to our customer care team they'll be able to help you get this all checked out.

You do need credit to access them, but the page I've shared above will give you the number you need to call from another phone or network.

Peter

Re: Pay as you go offer

Seifbchr — Sun, 13 Oct 2024 12:32:03 GMT

I haven't made any calls (used only mobile network) and the shared link always says: We're experiencing a high number of calls at the moment

Re: Pay as you go offer

Peter_W — Sun, 13 Oct 2024 12:39:49 GMT

That's definitely odd in that case @Seifbchr.

In order to use mobile data you need a pack active, as it won't use pure credit for internet access.

This message on the contact page highlights that it can sometimes be busy when trying to get through, but this does vary depending on department, so I'd definitely recommend giving them a try so we can say for sure what's happening.

Peter

Re: Pay as you go offer

XRaySpeX — Sun, 13 Oct 2024 14:25:20 GMT

What does your online MyEE say about your current Pack, allowances & credit? It'll be on the Home > View Full Usage page.

Re: Pay as you go offer

Seifbchr — Tue, 15 Oct 2024 16:41:36 GMT

Hey againe,

so yesterday i contacted customer service to complain they sent me a new sim posted today, with a balance of 15£, i tried to use it the same thing is happening. Have a look on the screenshot

Re: Pay as you go offer

Rach_H — Wed, 16 Oct 2024 07:15:29 GMT

Hi @Seifbchr

Thanks for keeping us updated!

It looks like the credit has been used on a pack, which is exactly what we want, but that the pack is currently queued. Can you try making a call, and this should get the ball rolling.

Rach

Re: Pay as you go offer

Seifbchr — Wed, 16 Oct 2024 09:39:11 GMT

Hey, i tried to make a call it says "u don't have enough credit to make this call plz top up"

Re: Pay as you go offer

Rach_H — Wed, 16 Oct 2024 09:42:10 GMT

Can you try texting 'NOW' to 150 @Seifbchr, and see if this gets your pack started.

Rach

Re: Pay as you go offer

Seifbchr — Wed, 16 Oct 2024 09:44:08 GMT

Seems like i don't have a pack

Re: Pay as you go offer

Rach_H — Wed, 16 Oct 2024 09:45:42 GMT

What response have you had after sending 'NOW' to 150 @Seifbchr?

Re: Pay as you go offer

Seifbchr — Wed, 16 Oct 2024 09:47:35 GMT

Thats what im saying

Re: Pay as you go offer

Rach_H — Wed, 16 Oct 2024 10:01:26 GMT

This does seem odd @Seifbchr.

I'd recommend giving our team a call, and they will be able to take a look into why this hasn't started, and help you get this sorted.

Rach