new sim not working - no data, calls, msgs

[EEcustomer18]

I have ordered - EE PAYG 4G Multi SIM, 25GB , £15 Subscription Pack. The upfront cost was 15 so I have thought that was for 1st month.

I have got EE and 4g showing on my phone screen and it has been 24 hours ( I assume the card is active)  but there is no data or calls or msgs avaiable.

When I try go online it directs me to my EE account where you can do top ups. I enclose pictures.

It says that my subscription starts when I run out data first. I do not know what data because I do not have any.

I do not understand what I have to do. I already paid 15 pounds when I was ordering so now I have to pay another 15 ?

As well, tomorrow my old number should be transfered by 6pm. Not sure if that has something with that.

Thanks for help.

[XRaySpeX]

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

[EEcustomer18]

It says that my current balance is 0.00£. 

So why I paid 15£ when ordering. For what?

[XRaySpeX]

What else does ut say?

[EEcustomer18]

 

[Ali_A · Accepted solution]

@EEcustomer18 

The £15 credit should have been applied to your SIM, and if already completed may have also been used to purchase a package. 

However, it appears you've not had a package purchased automatically. 

I'd recommend giving our Customer Service a call where they can access your account to check what happened to the £15 credit that came with the SIM, and apply it correctly if needed. 

Ali