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I Bought a New Phone But Top-Up Card is Not Linked

Varrla
Investigator
Investigator

‎06-04-2021 07:17 PM

Hello,

 

I purchased a new Alcatel phone in Feb 2021 with the £10 pack. As I already had £10 on my old phone and wanted to keep that number, I put my old SIM card (T-Mobile) into the phone. Now that money has run out, I wanted to connect the top up card and use that £10 voucher.

When I call 150 and go through the process, the final message says "This card is linked to another mobile phone".

 

what does this mean? What can I do to redeem this £10 voucher?

 

Thanks

 

 

0 Helpful
4 REPLIES 4
Chris_B
EE Community Star
EE Community Star

‎06-04-2021 07:19 PM

@Varrla  That card is linked to the sim that came with the device. 

To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.
Varrla
Investigator
Investigator
In response to Chris_B

‎06-04-2021 07:22 PM

Since I won't be using the sim, how do I redeem the money? 

0 Helpful
Chris_B
EE Community Star
EE Community Star
In response to Varrla

‎06-04-2021 07:24 PM

@Varrla  You need to call customer services and have your number transferred to the new SIM card.  

 

To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.
0 Helpful
Varrla
Investigator
Investigator
In response to Chris_B

‎06-04-2021 07:28 PM

Excellent.

 

Tried to find a solution online since trying to get through to a human is almost impossible.

 

Thanks - will try them tomorrow.

 

 

0 Helpful