Fraud EE simcard at Heathrow wending machine

[Sagar21]

Hi,

I purchased an EE simcard from a wending machine from Heathrow Airport Terminal 3. It costed me £30 and it said that it'll come with unlimited calls, 60 international minutes to 41 countries, and 50GB of UK data. But nothing is working and connecting to EE customer care is never possible on 150. Could someone help on how to activate it?

Thanks,

Sagar

[XRaySpeX]

@Sagar21 : Where are you trying to use it?

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

[Sagar21]

Hi @XRaySpeX,

I am trying to use it in the UK. Thanks!

[Leanne_T]

Hi @Sagar21 

Can you text AL to 150 and let us know the full reply? 

Do you have signal showing on the device? 

Leanne.

[Sagar21]

Hi @Leanne_T ,

Yes, sure, here's the reply:

Your current balance as of today 14:07 is £0.00. Your last top up was £20.00 on 23/05/2024 at 13:12. For more info on your packs, 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

Yes, there's signal on the device.

Thanks!

[XRaySpeX]

You don't have a pack now. Your £20 was spent in May buying a pack but that pack expired in June & you haven't topped-up since.

[Sagar21]

Hi @XRaySpeX,

So basically it's a fraud, isn't it? Because I bought it just today from a wending machine at London Heathrow Terminal 3 airport. 

Shouldn't EE look into it before providing SIM to such fraudulent vendors?

Thanks!

[Leanne_T]

Hi @Sagar21 

To get the pack and account looked into, please call us on 150 or 07953 966 150 and the team will get this investigated for you. 

Thanks. 

Leanne.

[Sagar21]

Hi @Leanne_T 

Could you provide me information on how to connect to a customer service representative directly, because I tried it by calling on 150 and I don't see any options possible. I think this is definitely intentional, thus, it would be great if you could help me.

Additionally, I don't understand why this can't be activated automatically and why I have to call customer care and wait for another unknown number of hours. @Leanne_T, do you have a explanation for it?

Thanks,

Sagar

[Leanne_T]

Hi there @Sagar21 

If you call 150 and select option 2 and then account queries, one of the team will be happy to help. 

If the pack has not started and the text to 150 is showing incorrect details our pay as you go guides would need to check the account and help you get this sorted. 

Leanne.