New pack not working

[alihosie]

I just topped up and ordered a new pack. Previously this worked and the pack started working quickly.

This time - nothing.

Pack shows as purchased but nothing happening on my phone.

Grateful for any ideas

Ali

[Leanne_T]

Hi @alihosie 

If you give us a call the team will certainly get this looked into for you. 

Thanks.

Leanne. 

[XRaySpeX]

Sounds like your PAYG SIM may have gone into hibernation.

When did you last use it for a chargeable action? EE PAYG SIMs are deactivated after 6 months of non-chargeable use. You then have a further 3 months to call EE to reactivate it before it is lost completely.

You needed to make a chargeable action like making a chargeable call or text, topping up or buying a Pack or Add-on, not just using your mins, texts or data from your pack.

[alihosie]

It's less than 6 months since it was last used.

[alihosie]

It was topped up with a pack less than 6 months ago with a new pack.

[XRaySpeX]

You mean you topped up the credit with money & then bought a pack. Those are both chargeable actions. 

[Rennnt]

Same with me. I believe they are pushing us to setup an automatic monthly payment via debit card.  I'll have to call today and see what's the problem 

[XRaySpeX]

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

[Ayesha671]

Yesterday I purchase a pack of £10 but it's not working

[Christopher_G]

Hi @Ayesha671 

Welcome to the community.

Could you text BALANCE to 150 please? Does the reply say you have a credit balance or an active pack?

Chris