£10 Pay As You Go pack has not started

[leeannison]

Hi all,

I'm a new EE customer for PAYG SIM only and have received my new SIM card yesterday.

I have already been charged £10 from my bank but my SIM card has no credit or no £10 bundle?

FAQ suggests to try calling somebody to activate the £10 pack. Tried calling/texting 150 but suggests I have £0.00 credit.

It's like my £10 bundle has already been used? Any ideas?

[XRaySpeX]

What does texting AL to 150 from your no. fully report verbatim (it is free)?

[leeannison]

Texting AL to 150 returns the following...

Your current balance as of today 20:29 is £0.00. For more info on your packs, add-ons or free boosts, go to the EE app or ee.co.uk

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

[Lesley_W]

Hi @leeannison 

Have you been able to log into your online account? Does anything show in there?

Lesley 

[leeannison]

Hello,

Yep able to login to my account online, it just says '0B data remaining' and £0.00 credit.

When I go to Manage My Plan, it says I'm on the £10 Subscription Pack, but I have no data, texts or minutes left, everything is set to '0'.

[Lesley_W]

Thanks for checking that @leeannison 

We really need our customer care team to look at your account. I know mentioned you aren't able to call them from your SIM, are you able to call from another phone on 07953 966 150? 

If not, here's a link to our store finder to see if there's a store close to you who will be able to help or get you on the phone to customer care. 

Lesley

[leeannison]

Hi Lesley,

I'm able to call 150 from my SIM, however it just seems to be a voice recording loop, any idea which options to press to speak to a human?

[Michael_D]

Hi @leeannison.

There are some automated options in the 150 IVR, but there would be an option to speak to our customer service guides. Off the top my head, there would be one for 'Anything Else', which then has technical options and one to speak to a guide.

If you still have trouble calling from your mobile, and have access to another phone, you can dial 08000798586.

Michael

[leeannison]

Issue has been resolved (kind of).

Somehow when my SIM card arrived, it started charging me credit the moment I put the SIM card in i.e. using 4G data, rather than starting the £10 pack like I paid for.

[XRaySpeX]

It can't just start charging you for data, w/out you buying a pack or add-on, unlike calls & texts which are charged at standard unit rates.