Switched to sim only contract, but it hasn't worked

[laurenxgrly]

I decided yesterday to switch from pay as you go to a sim only contract to make use of the 30% off for existing customers, and switched to the essentials unlimited contract. I was told it would take up to 24 hours for it the switch to actually happen. 

It's been well over that now, and still nothing has happened. My EE account doesn't say anything about my regular pay as you go, and it doesn't say anything about my new contract either; it's completely empty.

The only place I think I may have gone wrong is that I gave the woman on the phone a different email address to the one my EE account is linked with, but because there was no account linked to that email, I have nothing to log in with. 

I don't know how I can fix this. If I were to make an EE account with the different email address, would the contract appear? 

[Chris_B]

@laurenxgrly  The 30% off isn’t for when you change over from PAYG it’s for when you take out a 2nd line on your account you then get 30% off for that second line.   You need to be on contract already to be an existing customer to get a 2nd line with 30% discount. 

You’ll need to call customer service to get your account in order as you used a different email address.  

[bristolian]

Has your account switched over to pay-monthly? If you text BALANCE to 150, what do you get by response?

Trying to establish if this is a billing query regarding a discount, or if it's "my phone isn't working since moving to pay-monthly" issue.

[laurenxgrly]

I don't get any response when I text 150 at all, I've tried a couple of times since yesterday and got nothing back unfortunately.

[laurenxgrly]

No there definitely is an offer for 30% off switching to a contract, as well as an offer for existing contract customers to get 30 off a second line. 

I'll give customer service in the morning, get their advice/help

[354-]

To add - when I browse to the fast payment payg webpage, there is an overlayed panel that tries to induce customers to switch from payg to paym - 30%; an 0800 number to dial through or you can use the SMS short code to 150, for an EE Guide to call back.