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Pack issues

Byron_29
Investigator
Investigator

‎18-08-2021 04:39 PM

I had an issue with my sim where it was disconnected for no reason, had it reconnected and now I’ve lost my pack and customer services won’t let me call them because I need to top up. 

0 Helpful
6 REPLIES 6
mikeliuk
Ace Contributor
Ace Contributor

‎18-08-2021 04:56 PM - edited ‎18-08-2021 05:54 PM

Hi @Byron_29 ,

 

I believe the call to 150 should be free of charge, and you could also open up an online chat? Good luck!

 

Sadly the above is not for PAYG. 😩

-- 
Contract SIM: Plan | Data | Usage | Check Status | Abroad | Chat | SMS | APN | PM
Wired: Check Speed | Test Socket | Faults | fast.com | speedtest.net
0 Helpful
Christopher_G
EE Community Support Team

‎18-08-2021 05:03 PM

Hi @Byron_29

 

Welcome to the community.

 

Sorry to hear that your SIM has stopped working. You should be able to call free through the My EE app.


Chris

0 Helpful
Byron_29
Investigator
Investigator
In response to Christopher_G

‎18-08-2021 05:07 PM

To be put through to technical support it’s telling me I need 25p, just think it’s abit mad that in order to get my sim working I have to spend money to receive the pack that I’ve already spent money on if you get me

XRaySpeX
EE Community Star
EE Community Star
In response to mikeliuk

‎18-08-2021 05:09 PM - edited ‎18-08-2021 05:14 PM

@mikeliuk : Calls to CS from PAYG are 25p each call. Nor is there Live Chat for PAYG.

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

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP
XRaySpeX
EE Community Star
EE Community Star

‎18-08-2021 05:12 PM

Were you in the middle of your pack or was it reaching its end? Can't you just top-up & buy the same pack again?

 

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

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

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP
0 Helpful
Byron_29
Investigator
Investigator
In response to XRaySpeX

‎18-08-2021 05:21 PM

I’d love to say I can afford to top up but not before I get paid, and the issue is that I’m not receiving a service I’ve paid for and I can’t get through to someone