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Just purchased a SIM but it appears expired and not getting any data

batilc
Investigator
Investigator

‎01-08-2021 08:05 AM

Hello,

I just came to UK and went on to buy an EE pay as you go from the ATM in airport. I need  the data so I got a 120GB pack for 40 pounds. I have opened the pack at the hotel to find out that I am not getting any data. Only then I realized that there's a sticker on the yellow pack that says 07-07-2021  (may be indicating an expiry date?). I registered to EE through hotel internet and found out that I got 23 credits left and it wants me to top up to 30 pounds again to activate a pack. What should I do? I do not want to pay twice for the same service? Will an EE staff help here?

Thanks

0 Helpful
5 REPLIES 5
Christopher_B
EE Employee

‎01-08-2021 08:58 AM

Hi @batilc

 

Welcome to the EE Community.

 

I hope you're well and enjoying your time in the UK so far. It can take up to 24 hours for the SIM to fully activate. How long has the SIM been in the phone? 

 

Thanks 

 

Chris

batilc
Investigator
Investigator
In response to Christopher_B

‎01-08-2021 09:03 AM

Hello @Christopher_B 

 

Thank you for replying. I've arrived and inserted the sim on Friday so its approaching 48 hours now. I texted NOW to 150 just now, and it replied as `You dont currently have any packs`. Its as if my purchase was for a packless sim-card and it wants me to top-up to activate any pack (or even select a different pack). Mind you that I've already been charged 7 pounds for a call I've made yesterday. Do you think it means its activated?

 

Best

0 Helpful
Christopher_B
EE Employee
In response to batilc

‎01-08-2021 09:10 AM

@batilc The best thing to do is have a chat with our customer care team, they'll be able to check the details and find out what's going on here.

 

Thanks 

 

Chris

0 Helpful
XRaySpeX
EE Community Star
EE Community Star
In response to batilc

‎01-08-2021 10:41 AM - edited ‎01-08-2021 10:43 AM

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

 

Have you been calling abroad? That won't be included in your pack & might account for the £7.

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

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0 Helpful
batilc
Investigator
Investigator
In response to XRaySpeX

‎01-08-2021 12:00 PM

Hi there,

 

It says my current balance is 23 credits with the last top up made on 07-07-2021 for 30 pounds.

 

It appears there's no pack included in this purchase. The yellow case says that I should be having 120GB right now, and another 120GB on second month and then 60GB for next months when topping up. However, right now if I top up, its just gonna be 60GB.

 

Thinking that I had unlimited minutes within UK, I did some calls yesterday and I have just found out that I am charged 7 pounds for it. Everything points to a faulty package

0 Helpful