by C_A_S Investigator
Investigator

Why cant I use my new £15 top up pack (new ee user)

WE purchased the £15 top up pack as advised by EE store.  Only now, it says we have the 500 min etc, but that we cannot use them?  Please advise?

12 REPLIES 12
by Grand Master
Grand Master

Re: Why cant I use my new £15 top up pack (new ee user)

@C_A_S: What does texting AL to 150 report?

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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

Re: Why cant I use my new £15 top up pack (new ee user)

Hello there @C_A_S

 

Welcome to the community.

 

As @XRaySpeX has asked what reply do you get from texting AL to 150?

 

Also, has this worked previously for you?

 

Thanks. Leanne.

 

by C_A_S Investigator
Investigator

Re: Why cant I use my new £15 top up pack (new ee user)

HI, thank you,
I still says "You current balance as of today 13:51 is £0.00.You have 500 minutes, unlimited tests and 5.0GB remaining until 22/07/2018 for your £15 Data Pack. Your last top up was £15.00 on 20/06/2018". We have just immigrated from South Africa, our hosts are also not sure what to do. We appreciate your assistance
by
EE Community Support Team

Re: Why cant I use my new £15 top up pack (new ee user)

Thanks @C_A_S

 

What happens when you try and make a call?

 

Can you send texts?

 

When did you purchase the pack?

 

Thanks. Leanne.

by Grand Master
Grand Master

Re: Why cant I use my new £15 top up pack (new ee user)

You have your pack, fully unused. Just send a text or make a call within UK to use it. Your pack does not cover calls or texts to S.A. if that's what you are trying to do.

__________________________________________________________________________________________
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 C_A_S Investigator
Investigator

Re: Why cant I use my new £15 top up pack (new ee user)

What happens when you try and make a call? Says I have insufficient credit to make a call



Can you send texts? Only to 150



When did you purchase the pack? On Wednesday last week
by
EE Community Support Team

Re: Why cant I use my new £15 top up pack (new ee user)

Thanks @C_A_S

 

Are you making calls to UK landlines or mobiles?

 

Speak soon, Leanne.

by C_A_S Investigator
Investigator

Re: Why cant I use my new £15 top up pack (new ee user)

Mobiles

Get Outlook for Android
by
EE Community Support Team

Re: Why cant I use my new £15 top up pack (new ee user)

Great thanks @C_A_S

 

Can you try and restart your device and try again.

 

If this still says no credit you will need to give us a call so we can get this looked into further for you.

 

You can call us on 150 or 07953 966 250 from another phone.

 

Thanks, Leanne.

by Grand Master
Grand Master

Re: Why cant I use my new £15 top up pack (new ee user)

UK mobiles?

__________________________________________________________________________________________
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 C_A_S Investigator
Investigator

Re: Why cant I use my new £15 top up pack (new ee user)

No South African. Nokia 6-1st Gen

Get Outlook for Android
by Grand Master
Grand Master

Re: Why cant I use my new £15 top up pack (new ee user)

You said you were calling mobiles. I'm asking whether they are only UK mobiles.

__________________________________________________________________________________________
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

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