Prepaid subscription sim not working

[Vicky20695]

Hi,

I ordered a £15 subscription pack sim to move from another network, and provided a pac to keep my phone number. Sim has arrived today, £15 has left my bank account. However the sim has a different number (not the one I asked to keep), and my subscription pack isn't activated - it says I need to buy one and have £0 balance. But I already paid £15 with the sim card? 

[Vicky20695]

Actually it says I have a £15 pack but with 25gb data (not 50gb as it said when I ordered it) and that I have 0 texts and 0 minutes?

[James_B]

Welcome to the EE Community, @Vicky20695 🙂

Your number transfer will complete the following working day if you activated your SIM before 5:30 PM. If later than that, please allow two working days.

What response do you get if you text BALANCE to 150?

James

[Vicky20695]

Balance says £0.00 

[Vicky20695]

I also have hardly any signal, only 1 bar

[James_B]

What was the full response you received, @Vicky20695?

Did it mention your pack allowances?

James

[Vicky20695]

Your current balance as of today 14:06 is £0.00. 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

[James_B]

Thanks, @Vicky20695 

Please get in touch with Customer Care on 150 and a member of the team will make sure your pack is activated for you.

James

[Vicky20695]

Hi,

I tried to phone but it wouldn't connect. It says the service is temporarily unavailable?

[James_B]

Do you have access to another phone, @Vicky20695?

You can call 07953 966 150 from any mobile or landline.

James