by Leagoryeo Investigator
Investigator

New sim arrived for 2nd line but pack not showing

Hi I’ve just received my sim for a second line and paid £35 last week for the pack. I’ve put the sim in but it’s saying I have no pack. I’ve tried to call and text to ‘activate’ it but it’s not worked. Anyone help?

1 SOLUTION

Accepted Solutions
Highlighted
by
EE Community Support Team
Solution

Re: New sim arrived for 2nd line but pack not showing

Thanks for confirming, @Leagoryeo.

 

I recommend getting in touch with our customer service team.

 

They will be able to look into this and find out what happened.

 

Please come back and let us know the outcome.

 

Thanks

 

Chris

8 REPLIES 8
by Grand Master
Grand Master

Re: New sim arrived for 2nd line but pack not showing

What does texting AL to 150 tell you?

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by
EE Community Support Team

Re: New sim arrived for 2nd line but pack not showing

Hi @Leagoryeo,

 

Thanks for visiting the EE Community.

 

Is this a pay as you go SIM?

 

What happens when you try to make a call?

 

Is your phone your phone locked to another network?

 

James

by Leagoryeo Investigator
Investigator

Re: New sim arrived for 2nd line but pack not showing


@James_B wrote:

Hi @Leagoryeo,

 

Thanks for visiting the EE Community.

 

Is this a pay as you go SIM?

 

What happens when you try to make a call?

 

Is your phone your phone locked to another network?

 

James


Hi, yes it’s payg, it’s an EE phone and I can place a call and text but the cost is coming out of my credit instead of the pack I paid for last week. All allowances are showing zero and it says I have 7 days left on my pack?!

I paid £35 for the pack on Friday last week and it’s not working. 

Thanks

by
EE Community Support Team

Re: New sim arrived for 2nd line but pack not showing

Hi there @Leagoryeo

 

Thanks for coming back to us.

 

What reply do you get if you text Balance to 150?

 

Thanks, Leanne.

 

 

by Leagoryeo Investigator
Investigator

Re: New sim arrived for 2nd line but pack not showing

It says my current balance is £24.88. Last top up was £20 on 30/4.

 

I paid £35 by card on Friday via the EE call centre so I’ve no idea what’s going on and i need this phone urgently. 

 

Thanks

Highlighted
by
EE Community Support Team
Solution

Re: New sim arrived for 2nd line but pack not showing

Thanks for confirming, @Leagoryeo.

 

I recommend getting in touch with our customer service team.

 

They will be able to look into this and find out what happened.

 

Please come back and let us know the outcome.

 

Thanks

 

Chris

by Leagoryeo Investigator
Investigator

Re: New sim arrived for 2nd line but pack not showing

All sorted!

As it was ordered and paid for online the top up happened before the sim was ‘active’ which caused a system error. Apparently this is common for sims ordered online. 

Customer services had it fixed and working in seconds. 

Thanks for all your replies x

by
EE Community Support Team

Re: New sim arrived for 2nd line but pack not showing

Glad it's all sorted, @Leagoryeo. 🙂

 

Thanks for letting us know. 

 

Chris 🙂

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