Can't top up

[FatimaMoce]

I mistakenly ordered a £10 plan which will come with a new SIM. I was told on the phone that as long as I don't use it I will have my normal phone number and I can Top up the way I usually do.

I tried cancelling that new SIM, but I couldn't.

However , I tried top up my usual amount (twice) and it doesn't work. Will I a actually be able to continue having my normal phone number? 

[XRaySpeX]

Did you pay £10 when you ordered this new PAYG SIM or was it a free SIM primed with the £10 pack? If the former & you ordered by phone or online you always have a statutory cooling-off period up to 14 days after delivery to cancel your order FoC. If you ordered in-store you have no such "change-of-mind" right of return.

Ordering a new PAYG SIM should not affect your existing PAYG SIM at all. Try using Fast Top-up online to pay by UK bank card. You don't need to login or register anything. All you need is your mobile no. & it doesn't remember your card details.