PAYG ROAM LIKE HOME

[Annafoalks1984]

We've bought a PAYG sim card to use in Spain. The device has previously been used in Spain successfully (on a pay monthly contract.)

We've topped up by £15, selected a subscription pack but it's not showing on the account and we're struggling to get the roam like home set up....partly because the website doesn't seem to work correctly.

Help!

[XRaySpeX]

Had you used that PAYG SIM for making calls or texts in UK before you left to go abroad? To be used abroad EE PAYG SIMs need 1st activating on EE's home UK network. If it wasn't you can't now use it until you return to UK.

You say this device was previously used on contract. Is this PAYG SIM a result of having the contract SIM used previously transferred to PAYG?

[Annafoalks1984]

I should have been clear. We bought the sim card, inserted it and topped up in the UK. We had text confirmation from EE that we'd topped up and bought a pack. 

It's for my 17 year old son to use so I'm a little desperate!

We've had a pay monthly contract until recently

[XRaySpeX]

You may have topped it but that's not actually using it to connect to the network by making a call or text. That's just using its a/c.