by Signur Investigator
Investigator

Received wrong pack

Hello,I recharged my SIM with a 15 πŸ’· voucher and I chose the EP15 pack which includes 500min 5GB of data and unlimited texts,next day I saw that my pack is 1000 minutes with 2GB of data and unlimited texts,why???

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1 SOLUTION

Accepted Solutions
by
EE Community Support Team
Solution

Re: Received wrong pack

Morning @XRaySpeX

 

I have requested this to be looked into thanks for letting us know.

 

Hello there @Signur

 

Thanks very much for letting us know this is the reply you have received.

 

Please do get in touch with us so we can have a look at your account and get this resolved for you.

 

Thanks, Leanne.

10 REPLIES 10
by Profile closed
Not applicable

Re: Received wrong pack

Hello @Signur the Β£15 everything pack (EP15) includes 1,000 minutes, unlimited texts and 2gb data. The Β£15 data pack (online promo SIM card orders only, not available to purchase on any other SIM cards) includes 500 minutes, unlimited texts and 5gb data:

 

https://shop.ee.co.uk/sim-only/pay-as-you-go-phones

 

πŸ™‚

by Signur Investigator
Investigator

Re: Received wrong pack

Then why isn't the offer presented to me by the right terms?This is fraud.

by Profile closed
Not applicable

Re: Received wrong pack

Hello @Signur how long have you had the SIM card and how did you order it? Which pack did you have last month? πŸ™‚

by Signur Investigator
Investigator

Re: Received wrong pack

I bought it approximately 3 weeks ago pre-charged with 5 πŸ’· and I used 1 πŸ’· packs then I charged it with a 15 πŸ’· voucher.

by Grand Master
Grand Master

Re: Received wrong pack


@Signur wrote:

I chose the EP15 pack which includes 500min 5GB of data and unlimited texts


No, it doesn't. What you are describing there is the DP15 pack.

 


@Signur wrote:

next day I saw that my pack is 1000 minutes with 2GB of data and unlimited texts,


You have the right EP15 pack.

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

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

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
by Signur Investigator
Investigator

Re: Received wrong pack

This is the message I have from 150

 

"For Β£5 add 50 mins, 250 texts and 150MB, reply EP5. For Β£10 add 250 mins, unlimited texts and 1GB, reply EP10. For Β£15 add 500 mins, unlimited texts and 5GB of double speed data, reply EP15. For Β£20 add 1500 mins, unlimited texts and 4GB, reply EP20. For Β£25 add 2000 mins, unlimited texts and 8GB of double speed data, reply EP25. For Β£30 add 3000 mins, unlimited texts and 16GB of double speed data, reply EP30. All packs last up to 30 days."

by Profile closed
Not applicable

Re: Received wrong pack

Hello @Signur thank you for confirming. The allowances you have received are the correct allowances for the Β£15 everything pack.

 

If this is the list you receive back after requesting which everything packs are available through texting 150 then that is not the correct information and the Β£15 everything pack allowances have been mixed up with the Β£15 data pack allowances. Please call customer service on 0800 956 6000 who can assist you further with this. πŸ™‚

by Grand Master
Grand Master

Re: Received wrong pack

The PAYG packs have recently been uprated. I can only suppose that in their haste to update their info. about them EE got the 150 text service response wrong.

 

@James_B: Can this be checked out as well as the updated Help pages?

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

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

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
by
EE Community Support Team
Solution

Re: Received wrong pack

Morning @XRaySpeX

 

I have requested this to be looked into thanks for letting us know.

 

Hello there @Signur

 

Thanks very much for letting us know this is the reply you have received.

 

Please do get in touch with us so we can have a look at your account and get this resolved for you.

 

Thanks, Leanne.

by
EE Employee

Re: Received wrong pack

Hi @Signur

 

Here on the community we do not have any customer account access, if you are wanting to discuss the packs available, you would need to give customer services a quick call.

 

Many thanks,

 

Lee

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