topic £20 pack issue in Pay as you go

£20 pack issue

Malakaranindo — Sat, 01 Mar 2025 05:56:52 GMT

I am a new customer at EE. Today I have purchased a £20 pack which means 50 GB of data, Unlimited calls & messages. But when I checked my balance, it shows 45 GB. Where is the Remaining 5 GB?!?😭 @XRaySpeX

Re: £20 pack issue

Chris_B — Sat, 01 Mar 2025 06:36:04 GMT

@Malakaranindo By any chance have you used it ? Why would @XRaySpeX know why you’ve left with 45Gb of data. Obviously your a high data user to want 50Gb of data per 30 days.

Re: £20 pack issue

Malakaranindo — Sat, 01 Mar 2025 06:43:40 GMT

I have checked my balance after purchasing the pack.

Re: £20 pack issue

Peter_W — Sat, 01 Mar 2025 12:04:38 GMT

Hey there @Malakaranindo.

Welcome to the EE Community!

The standard £20 PAYG pack should definitely include 50GB of data, but based on this message it looks like you may have a slightly different pack, SIM Local £20 is what it mentions here.

How was it you added this, and where did you purchase this?
Peter

Re: £20 pack issue

Malakaranindo — Sat, 01 Mar 2025 14:10:57 GMT

First of all I have topped up £20 from a store. There was a pin number. I messaged VO + the pin number to 150. Then I got £20 credit. Secondly I messaged "ALL PACKS" to 150 for purchasing a pack.

Re: £20 pack issue

Peter_W — Sat, 01 Mar 2025 14:16:11 GMT

Cheers @Malakaranindo 😊

What packs did it present you with here, and what exactly did you send back to activate the £20 option?

If you could share a screenshot of that too, that would be perfect.

Peter

Re: £20 pack issue

Malakaranindo — Sat, 01 Mar 2025 16:30:18 GMT

Re: £20 pack issue

Peter_W — Sun, 02 Mar 2025 09:10:07 GMT

Cheers @Malakaranindo, we don't have access to your account via these forums, but it looks like there's a chance the wrong pack may have been applied on this occasion.

So we can get this all double checked, please reach out to our customer care team, and they can get this all double checked here.

You can reach them on 150 from your EE mobile, or if you don't have the credit to do this also reach them from another provider or landline on 07953 966 150.

Peter