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Ordered Sim, money out of the bank, not showing in my account, no sim 3 days on!

SymonEE
Investigator
Investigator

‎28-06-2024 12:08 PM

Hi,

I ordered a SIM on Tuesday, paid for it, it's out of my bank, and no sign of it after 3 days. Also, no sign of my order in my EE account. So no evidence of purchase other than email...which shows no receipt of price paid.

Not a good start. All other providers get a sim to you next day or day after. Should the order at least not show in my account?

Thanks

0 Helpful
14 REPLIES 14
SymonEE
Investigator
Investigator

‎29-06-2024 07:59 PM

It turned up this morning. Not 48 hours on the marketing...but 120.

Anyways...I linked it to my account and I see it: Your Pack: £10 Subscription Pack.

Cool...but the £10 worth of data, mins, and texts are nowhere in sight and my balances are zero. No minutes or texts, but an odd data allowance.

I'm meant to have: 8GB Data - 500 Minutes - Unlimited Texts
I actually have:        24GB Data - Zero Minutes - No Texts

It's a brand new order, direct from EE...**so am I missing something?** The card with the sim doesn't explain this. It tells me to follow instructions that never happened. So I linked it myself. 

It's as if rather than giving me the £10 pack...it dumped 24gb of data on me! 

SymonEE
Investigator
Investigator

‎29-06-2024 08:01 PM

SymonEE_0-1719687638291.png

It's telling me what I should have (paid for). But showing me I have this:

SymonEE_1-1719687685944.png

 

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

‎29-06-2024 08:21 PM

Regarding your query in your OP no orders are recorded in PAYG a/c's. In fact they don't even know your mobile no. until you add it yourself.

What does texting AL to 150 from your no. 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
SymonEE
Investigator
Investigator
In response to XRaySpeX

‎29-06-2024 09:04 PM - edited ‎29-06-2024 09:07 PM

It's says current balance is £0.00. I know this. But it should be a full £10 subscription. Searching around it seems this is a massively common topic. Maybe something simple is lost in translation. 

BTW: The page before those images now says my data is also zero. The 24gb is 2 x 12Gb boosters that apparently end tonight. 

FULL MESSAGE:

Your current balance as of today 21:01 is £0.00. For more info on your packs, add-ons or free boosts, go to the EE app or ee.co.uk

For info on our other Text Services, reply HELP or go to ee.co.uk/textservices

0 Helpful
SymonEE
Investigator
Investigator
In response to SymonEE

‎29-06-2024 09:47 PM

Actually, one of the leaflets says "your £10 top up will be added within 2 days". Looks like more waiting. Will be around a week.

I really hope this is not a sign of how slow EE are, and just the beginning process. 

Thanks for everyone's time. 

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