Accepted a double data SIM offer - no double data?

[robertwbrown]

Hi, it seems the double data SIM offer I took up (20Gb instead of 10Gb) only has 10Gb assigned on my new account.

I'm new to EE, have dialed 150, was sent an SMS from which I clicked a link ultimately requesting a call back. This resulted in a voice message from EE telling me to dial 150. Then tried again and received a voice message that just contained around 30s of noise.

I seem to be stuck in a loop!

The chap was very clear when attempting to post the new SIM that hadn't arrived after a week....(he explained it was due to a system error) but not to worry, when the SIM finally arrives the additional 10Gb per month would be added even though it wasn't very clear in the documents he asked me to approve (slightly against my better judgement). 

Also there seems no way of knowing whether the PAC transfer of my old number is being processed. Maybe that was forgotten, maybe not.

Please can anyone advise? Thank you!

[XRaySpeX]

Is it on contract or PAYG?

[robertwbrown]

Hi, it's a 24 month contract.

[killyouridols08]

What happens when you text  DOUBLE DATA to 150?

[robertwbrown]

Hi, it took me through a process to link my broadband account (BT, which originally made the offer of double data with EE) to my SIM account (EE). The EE app response was words to the effect that you cannot link your BT broadband to this account.

[Peter_W]

Good morning @robertwbrown.

Welcome to the EE Community, and thanks for reaching out to us about this too. 

When you took out this offer was the double data specifically promoted as a perk you could redeem for being a BT broadband customer, or was it just a special offer as part of the plan?

Peter

[robertwbrown]

Hi Peter,

I had perceived only that it was offered, and 'additional 10Gb' was written on the order I received copy of.

However, success- I spoke with someone via 150 this morning who updated the account to 20GB pcm. 

And, whilst I was unable to track the status of the number transfer, it did indeed pass through to the new EE SIM this afternoon.

And further still, I can now, in deepest remotest North Cumbria, use my mobile through WiFi calling via the BT home broadband.

Very happy now I'm back in the 21st century 😀 

Thanks to all who have offered help!

[robertwbrown]

Apologies Peter, to answer your question more accurately, it appeared to be an offer that was related to my being an existing customer for tye BT Broadband.

[Peter_W]

Thanks for explaining all of that for me @robertwbrown, I'm really glad to hear our Guide managed to help you get this sorted out.

With the number transfer, this usually takes effect the next working day after your SIM first connects to the network, provided this happens before 5pm. 

We do recommend that everything should be over by midnight of the transfer date at the absolute latest, but if you notice any further trouble please feel free to let us know 😊

Peter