Prepayed SIM Card Data Not Working

[camilleyang]

I have recently purchased a prepayed SIM card at the London Heathrow Airport vending machine and it appears that after numerous efforts, the data is not working. I have tried downloading the app and linking my SIM card but the error code 5100 shows up. Is there some sort of activation step I have missed?

[XRaySpeX]

@camilleyang : Were you inbound or outbound at Heathrow? If outbound, you needed to make a call or text in UK before you left.

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

[camilleyang]

Hello, it was an inbound flight, I have just started my stay in the UK. I have texted "AL" to the number 150 and it states that:

Your current balance as of today 16:24 is £0.00. For more info on your plans, add-ons or free boosts, go to the EE app or ee.co.uk

For info on our other Text Services, reply HELP or go to ee.co.uk/textservices

I have attempted sending a text message and it would not deliver. In addition, calling does not work as it results in the message stating that I do not have enough credit to call.

[Michael_D]

Hi @camilleyang 

Welcome to the community.

Did the SIM packaging or the vending machine display SIM Local on it at all?

When you purchased the SIM, what allowances should have come with it?

Michael

[camilleyang]

Hello @Michael_D ,

Yes, the packaging did display SIM Local on it.

It should have come with 30GB and international calls and messaging.

[Michael_D]

Thanks @camilleyang.

Can you make sure that the WiFi is turned off on the phone and then try to make a call or send a text to a UK number. That should then activate the SIM fully.

Let me know how that goes.

Michael

[camilleyang]

Hello Michael,

When I attempt to make a call it tells me,

 »Hi there it looks like you don’t have enough credit to make this call right now.

[Michael_D]

Is that to a UK number and with the WiFi switched off @camilleyang?

Michael

[camilleyang]

Yes, it is.

[Michael_D · Accepted solution]

If that isn't activating, it would be something you'd need to speak to our customer service guides about @camilleyang.

They'll be able to bring up the account and have a look into this further for you.

You can call them from any other phone using the numbers on our Contact Us page, or if you are near an EE store, you can pop in and see if they can help, or put you in touch with our guides over the phone.

Michael