Nothing works. I have £13 credit.

[Marksells]

I have tried to add on minutes via Web site, the App, by text and by phoning 150. Nothing works. I have £13 credit. I text exactly the words suggested by EE, but I get nothing. No error message, no acknowledgement. Nothing. Here I am with money, trying to buy a product and EE are blind to me. I now have credit but no access to phone minutes - and looking to get Giff Gaff service instead. 

[Mod edit: move into own thread & add title]

[Marksells]

I have now filed a complaint using the Web form - but I am told to expect nothing for 7 days. That's great: 5 days with credit in my account but no access to phone minutes.

Don't you love the arrogance of a company that assumes it's online guides answer every conceivable issue you might have, so no need to give you access to a human?!

[Linzi_H]

Hi @Marksells 

Welcome to the community.

If you've filled in our complaints webform online, the current estimated time is within 7 days. It could be sooner than this, but calling our team would be the quickest way to discuss your account. If your current SIM card isn't making or receiving calls, then please contact us from an alternative device. Our team will be able to review your account in closer detail. 

When was the last time you used your SIM card? 
Are you able to try your SIM in an alternative device?
Is this credit of £13 showing in your online account/EE app?

Linzi 

[Marksells]

Linzi, 

Yes, my £13 balance is showing on my account. I texted "Balance" and it told me I have £13.

Nobody answers the phone. I called 150 but just got a circular loop of pre-recorded options, none of which were helpful. 

I can receive calls and send texts. I used the phone the day before yesterday. I have simply used up the minutes in my pack so need to add more minutes. My phone and SIM have never been parted, so not sure why you are referring to SIM rather than phone. 

Is there a number that goes through to an actual person without me having to spend 20 minutes through an ocean of dross first? If so, EE have done a great job of hiding it. 

[Linzi_H · Accepted solution]

It sounds like the SIM is active if you're able to text for your balance @Marksells and call 150 now.

If the SIM card wasn't working at all, then testing in a different device would allow us to see if the issue lies with the SIM or the device. You don't need to do this, now you've confirmed the SIM is working. 

Are you trying to buy an add-on for minutes or a Pack?

Are you using the information as shown here> Text services for pay as you go mobile?

If calling 150 is sending you in loops, have you tried 0800 956 6000?

Linzi

[bristolian]

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@Marksells wrote:

I have now filed a complaint using the Web form - but I am told to expect nothing for 7 days. That's great: 5 days with credit in my account but no access to phone minutes.

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In fairness, the complaints process is not intended to be an alternative way to resolve live service faults.

If you were to contact EE-CS from another phone, they can check your account on-the-spot. There could well be a simple explanation for your issue, that's very easily resolved. Contact number is 07953 966150