Paid £15 for unlimited calls and texts, told I do not have enough credit.

[Hanaellena1]

I bought a SIM and topped it up with a subscription voucher, £15. I'm supposed to have unlimited calls and texts, but when I try I am told I do not have any credit which remains at £0. What am I supposed to do?

 

[Northerner]

Hi @Hanaellena1 

Try restarting (or flight mode) your device and then check again. 

Thanks. 

[XRaySpeX]

You do have a pack with UK calls & texts. What happens when you try making a call?

You are calling a UK no.? Calls to non-UK nos are not included in your pack & if you do try to make them that's the msg you'll get, that you have no credit to make them.

[ljj_1983]

I have this same issue.

It says I have no credit to make the call and that I need to top up first. Yet I have unlimited calls and texts. Texts won’t send either but the data seems to be working ok. I’ve tried restarting the phone and receiving a call from another phone but this still hasn’t activated it. 

I need to catch a train today and call when I arrive so this is hugely inconvenient.

[Leanne_T]

Hi @ljj_1983 

Do you have signal showing? 

Are you in the UK? 

Leanne 🙂

[ljj_1983]

Yes I am in the uk and yes I have signal showing. 

Also turns out the data isn’t working, yet it says 4g on my phone.

[Leanne_T]

Thanks @ljj_1983 

How long ago did you last use the SIM card for calls and texts? 

Can you view your pack information in your EE app? 

Leanne. 

[ljj_1983]

It’s a brand new EE sim I brought from a supermarket yesterday so this is the first time using it.

I can view my pack info, it just says I have the £15 subscription pack with 25GB data and unlimited calls and texts. 

 

 

[Leanne_T]

Thanks @ljj_1983 

What happens when you make a call? 

Can you text BALANCE to 150, does the text send? 

Leanne.

[ljj_1983]

When I try to make a call it says: ‘it looks like you don’t have enough credit to make this call right now, you’ll need I top up first’.

The balance text works.