Pay as you go offer

[Seifbchr]

Hey, bought yesterday new SIM (pay s u go) and done a top up of 15£ which supposed to gimme 75GO, i activated that offer the credit has gone but didn't work ! 

[Northerner]

Hi @Seifbchr 

Are you in the UK and was the SIM activated in the UK. 

Have your tried restarting your device.

Text BA to 150, what does it say.

Thanks 

[Seifbchr]

First i'm in the UK yep, when texted 150 it says your current balance is 0, 

[Peter_W]

Hi @Seifbchr, welcome to the EE Community!

Where was it you purchased this SIM from, and what have you used this phone for since you topped it up? 

Also when you sent the text that @Northerner recommended, what exactly did it say? 

Feel free to pop up a screenshot, but make sure to mask any personal details.

Peter

[Seifbchr]

Hey ! Thank for reply

i bought it from a shop, i've done the top up ! Activated the 15£ deal, then started using it didn't reach a 5 minute and stoped ! 

when i text BA i get "you're current balance is 0" and i still have receipt that 15£ was taken from my account ! 

[Peter_W]

Thanks @Seifbchr, it sounds like the pack may not have activated, so instead when you were making calls it would have been using the credit balance alone.

We don't have access to accounts via the Community, but if  you reach out to our customer care team they'll be able to help you get this all checked out. 

You do need credit to access them, but the page I've shared above will give you the number you need to call from another phone or network.

Peter

[Seifbchr]

I haven't made any calls (used only mobile network) and the shared link always says: We're experiencing a high number of calls at the moment

[Peter_W]

That's definitely odd in that case @Seifbchr.

In order to use mobile data you need a pack active, as it won't use pure credit for internet access.

This message on the contact page highlights that it can sometimes be busy when trying to get through, but this does vary depending on department, so I'd definitely recommend giving them a try so we can say for sure what's happening.

Peter

[XRaySpeX]

What does your online MyEE say about your current Pack, allowances & credit? It'll be on the Home > View Full Usage page.

[Seifbchr]

Hey againe,

so yesterday i contacted customer service to complain they sent me a new sim posted today, with a balance of 15£, i tried to use it the same thing is happening. Have a look on the screenshot