topic Subscription pack not loaded in Pay as you go

Subscription pack not loaded

BD1964 — Sat, 26 Oct 2024 10:52:26 GMT

I bought a £15 subscription pack with unlimited texts and calls. The sim came 2 days ago and I put it in my phone. My number has ported across. But for the last 2 days it says I don’t have enough credit to make a text or call. The £15 has come out of my account.
When I text AL it says I have £0 credit (same on the app). When I text NOW it says I don’t currently have a pack.
I’ve tried calling the support number but that doesn’t work.
I’m a bit annoyed Ive wasted £15 and can’t get any help to sort it out.

Re: Subscription pack not loaded

Michael_D — Sun, 27 Oct 2024 09:02:14 GMT

Hi @BD1964

Welcome to the community.

I understand your frustration at the SIM not working as expected.

Has the allowances activated on the SIM yet?

Do you have the EE app to have a look at what it shows in there?

Michael

Re: Subscription pack not loaded

BD1964 — Sun, 27 Oct 2024 09:43:07 GMT

Hi,

On the app it says 0gb data and £0 credit

Re: Subscription pack not loaded

Michael_D — Sun, 27 Oct 2024 09:46:40 GMT

If it is showing no credit and no allowances, you would need to speak to our guides over the phone so they can access your account and see what is happening.

You can see the numbers to reach them from an EE phone or any other phone on our Contact Us page.

Michael