by Reluctantjoiner Investigator
Investigator

Device not recognised pay as you go. Spain

I bought a £10 pay as you go sim in Portsmouth. I am now in Spain and unable to make calls. Calling 150 tells me I don't have enough credit? My device is not recognised, and I cannot alter settings in 'manage my device'. I receive constant texts from EE offering me 'packages'. My package says that I have £0.00 credit but 250 minutes of calls and unlimited texts.

5 REPLIES 5
by
EE Employee

Re: Device not recognised pay as you go. Spain

Hi @Reluctantjoiner and welcome to the community.

 

It does look like the £10 credit that was applied has been used to purchase a pre registered pay as you go pack.

 

Unfortunately the packs can only be used in the UK currently.

 

You would need to top up in order to use the phone abroad by dialling 360.

 

Many thanks,

 

Lee

 

 

 

 

by Reluctantjoiner Investigator
Investigator

Re: Device not recognised pay as you go. Spain

I made it extremely clear in the EE shop in Portsmouth that I wanted a sim card to use in Spain. Are you saying that I was mis-sold this, that I have bought the wrong kind of top-up, or that I can't use my phone in Spain.

This should be very simple, I've bought £10 worth of credit to use in Spain, and because it has now started I can expect it to run out in 28 days time before I return to the UK?

by
EE Employee

Re: Device not recognised pay as you go. Spain

Hi @Relcutantjoiner

 

I understand your frustration in regards to this situation.

 

Your pack will be valid for use in Europe from the 15th of June, this is when the new roaming regulations come into effect.

 

You would need to top up until then in order to allow usage.

 

I have sent you a Private Message for to help get your complaint looked into.

 

Many thanks,

 

Lee

 

 

by Reluctantjoiner Investigator
Investigator

Re: Device not recognised pay as you go. Spain

Thanks for the link. A firm talking to about my understanding of the good faith in which I had purchased the £10 credit resolved the issue.

by
EE Employee

Re: Device not recognised pay as you go. Spain

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