Help for new PAYG customer - thanks!

[Benchster]

Hi All - hoping someone might be able to help. I bought a new PAYG SIM from the EE website with a £20 pack to give me unlimited mins/txts and 15GB data. I received the SIM about three or four days ago and have just put it in the phone today and registered with MyEE. The MyEE app says I have £10.01 credit and only 15mB data and suggests calls and texts will be charged. I get the same credit answer when I text AL to 150. There seems to be no acknowledgement of my £20 pack at all. I tried to call 150 for help but was told I had to pay 25p to speak to someone which is rather annoying to say the least as a new customer who doesn't seem to have got what he ordered.

Anyway, hoping someone can help! Many thanks in advance

[XRaySpeX]

When you bought this SIM from the EE site did you pay £20 or was it free?

What does texting AL to 150 from it fully report verbatim (it is free)?

[Benchster]

Hi and many thanks for the reply.

I paid £20 for the SIM and pack.

The text from AL says:

Your current balance as of today 10:41 is £10.01. You have £10.00 remaining until 07/06/2021 for your free credit for 60 days. Your last top up was £10.00 on 08/04/2021 at 22:30. For more info on your packs, add-ons or free boosts go to myEE ee.co.uk/myee

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

----

Hope this helps?

Thanks

[XRaySpeX]

I don't understand why half of the price has been split into free credit. This has made the actual PAYG top-up not enough to buy the primed £20 pack.

What does your online MyEE say about your current Pack, allowances & credit? It'll be on the landing or My EE Mobile page.

Point me at the page where you bought this SIM from.

[Benchster]

Hi - Many thanks and I agree it makes no sense - I've just checked my confirmation of order email from EE and it says £20 - I order from:

https://shop.ee.co.uk/plans-and-packs/pay-as-you-go-packs#pack 

This was on 6th April. I have checked my EE and that also says £10.01 current credit and shows 50mB data available and 0 minutes and 0 texts available. 

All very frustrating....

Thanks for your help which is much appreciated.

[Benchster]

Just to further clarify - I bought the £20 sim pack on this page:

https://shop.ee.co.uk/sim-only/pay-as-you-go-phones

[Benchster]

I've just checked my bank a/c and EE have only taken £10 which might sort of explain things but on the order email it clearly says I ordered £20. I have no idea what's going on or what I should do now....

Thanks

[XRaySpeX]

Yes, that looks like the normal £20 PAYG SIM with a primed £20 pack costing £20 all of which is topped-up as credit to buy the pack.

Show me the MyEE page.

[Benchster]

Hi - I'm not sure how to show you the myEE page - I looked at the 'top up history bit' and it says I topped up £10 on 8th April which ties in with the debit from EE from my bank. But the order email confirms I ordered the £20 pack and also in my SIM pack there was a leaflet entitled "We've got some important information about your £20 top up".....

[XRaySpeX]

Use the Camera icon above your text to upload an image file to here.