New SIM and number won't work with packs

[Mag1922]

I had two EE numbers: one that I use all the time, and another spare one that I keep as a backup.

I didn't top up the backup one for a year, so it got cut off, and I ordered a new SIM.

My new SIM arrived, I put it in my phone, and all seemed fine. The SIM came on the basic Talk and Text plan, so I went into my EE account and linked the new number to the account I've had for years, so I could use my existing details to top up.

I topped up £10 but couldn't use it to buy a pack. It would all go through as usual until it said something like "This purchase could not be completed". I still had £10 credit and was still on the Talk and Text plan.

After many attempts, my credit was still at £10, but I could now use the internet for free. It wasn't on wi-fi, I was browsing sites on the Talk and Text plan with no data. A few hours later, my £10 credit left my account and I had a text saying I was now on the plan I'd bought with 8GB of data, 500 minutes and unlimited texts.

Now I can't make calls or send texts. I get an ! error message when I send a text and a recording saying I haven't enough credit when I call.,

When I text bal, balance or Al to 150 it says I have £0 credit. The app shows £0 credit, 0 data, and no pack. So where has my £10 gone?

In summary, I've paid £10 and can use the internet with seemingly no credit, yet I can't call or text.

[Alex_H · Accepted solution]

Hi @Mag1922,

Thanks for visiting the EE Community

 I am sorry to hear of the issues you are having after your recent top up. Unfortunately it does sound like something has gone wrong that is going to require account access to find out what the top up was used against and what your current pack status is.

If you are unable to call us on 150 on your current SIM, I would call us either using your other EE number or contact us via another phone. A member of our Pay as you go team should be able to help resolve this. 

Alex

[Mag1922]

Thanks, I know I could have just rang them to start with, but I wanted to make this so it shows up for anyone who had a problem like this in the future.

It's all working now, and the solution is a little complicated!

I ordered the SIM on the Talk and Text plan because it said you can change that as soon as it arrives, and I didn't have time to complete a longer form and make a payment, which would have had the SIM card set up on the plan I wanted from when it arrived.

I had sent a text saying "Stop plan" as soon as the SIM  arrived to turn off the Talk and Text plan, but that only went through hours later, after I'd made a call to activate the SIM, by which time I'd bought a £10 pack, which hadn't gone through because the SIM hadn't activated yet.

In other words, I cancelled the pack I bought because the text I sent to cancel the original plan was delayed.

It still doesn't explain how I was getting free internet, but I now have my plan working 😀

[XRaySpeX]

STOP PLAN doesn't stop an active plan dead. It just stops it renewing when it expires. Anyway you don't need to STOP PLAN on Talk & Text cuz it not a real pack but the standard per min. & per text PAYG tariff.

You got free Net for a time cuz new PAYG SIMs start off with a small amount of free initial data, 50MB I think.

[Alex_H]

@Mag1922 Thank you for coming back to provide an update to help others, glad its all working for you now.

Alex