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

[Benchster]

[Benchster]

Hi - thanks - just tried to upload an image - can you see it OK? Thanks

[XRaySpeX]

Yes,  your images were awaiting approval. I have now done so & they should appear soon.

It looks like you have somehow got a pack-less SIM (from the "Choose a Pack"). Please post the top of that page, above the "A/C Settings".

[Benchster]

[Benchster]

Hi - I just managed to get through to someone at Customer Services who has confirmed it was an error on the order! 

All [hopefully] sorted now.

A very big thank you, however, for all your help looking into this for me - much appreciated!

[XRaySpeX]

Yes, something's gone wrong. It seems you tried to buy a £20 SIM Pack for £20 but ended up paying just £10 for a pack-less SIM with £10 top-up + a £10 free credit. Not what you ordered at all. Indeed I never knew you could get pack-less SIMs from EE at all.

You would need to call CS to find out what's happening & get it corrected. They should refund your 25p's for any calls you make about this.

[XRaySpeX]

Thanks! You're welcome 🙂 ! Glad I could be of assistance & it is now sorted.