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New £10 PAYG pre-loaded pack stuck (£0 balance error) + PAC transfer scheduled

Andre8405
Visitor

‎01-10-2026 10:43 AM

Hi everyone,

I need some guidance regarding two issues with a new Pay As You Go SIM ordered online:

  1. Pre-loaded Pack Not Activating (Catch-22):
    I ordered the £10 PAYG Multi SIM pack online (20GB, 500 mins, unlimited texts). The SIM arrived, and an SMS from 150 stated: "Your allowance starts when you make a call or text."
    However, the account shows £0.00 balance, and the active plan is set to standard rates (40p/min, 20p/text). When I try to make an outgoing call or text, it is immediately blocked saying I have zero balance and need to top up. Because outgoing calls are barred, I cannot trigger the first call required to activate my allowance.

  2. Port-in Date Scheduled a Month Away (28/10):
    I entered my PAC code during online checkout to transfer my number from my previous network. Shortly after, I received an SMS stating: "We'll transfer your number by 6pm on 28/10."
    The system appears to have defaulted to the 30-day expiration date of the PAC code instead of executing the standard next-working-day transfer.

Could an EE Community moderator or team member please advise on how to get this pre-loaded pack manually pushed through to the line, and how to bring my number port date forward to the earliest available date?

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1 REPLY 1
Michael_D
EE Community Support Team

‎01-10-2026 01:22 PM

Hi @Andre8405 

Welcome to the community.

Firstly with the number port in date, that is normal to start with, the default longest period will be set to start with as it just makes sure you have received the SIM and have it up and running before moving the number over, so that you aren't left without access to your number. Once you have been able to make a call, the date will update to the next working day.

In terms of the SIM itself, you are doing the right thing in trying to make a call, even with no credit, it should activate the SIM and let you use the pack allowances.

We don't have access to your account here on the community, so if the SIM isn't activating I'd recommend giving our customer service guides a call from another phone, and they can help to get this up and running for you.

Michael

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