topic Re: can't buy add on data even though I have £15 credit?! in Mobile Broadband

can't buy add on data even though I have £15 credit?!

darknights81 — Wed, 05 Jun 2024 20:54:26 GMT

hi guys, anyone having this issue? I've got credit but it won't let me top up my 4g EE mifi? so frustrating!

Ive tried using the £15 credit i have, and even tried to set up payment with a new card for a reccurring top up but no joy? i really need this issue sorted asap as my phone is on vodaphone, but having major network issues, so need this as a backup toi crry on with work emails on the move. thanks guys

Re: can't buy add on data even though I have £15 credit?!

XRaySpeX — Wed, 05 Jun 2024 21:37:26 GMT

Visit http://add-on.ee.co.uk/purchase from a device connected to your mobile router by WiFi to see what data add-ons are available.

Re: can't buy add on data even though I have £15 credit?!

darknights81 — Thu, 06 Jun 2024 08:37:29 GMT

Unfortunately my mobile phone is on Vodafone, so it won’t let me do this. I guess I’ll have to go to the EE shop for help

Antony

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Re: can't buy add on data even though I have £15 credit?!

XRaySpeX — Fri, 07 Jun 2024 16:03:21 GMT

Doesn't matter what network your mobile is on. You're not connecting to that network. Connect your mobile to the mobile router by WiFi & then go to the link I showed you.

Re: can't buy add on data even though I have £15 credit?!

Mikeelliottuk — Fri, 09 Aug 2024 09:59:15 GMT

That link does not work currently.

Re: can't buy add on data even though I have £15 credit?!

Mikeelliottuk — Fri, 09 Aug 2024 10:00:31 GMT

I get the same error. I’m unable to purchase a data add-on for my SIM at the moment.

Re: can't buy add on data even though I have £15 credit?!

Peter_W — Fri, 09 Aug 2024 10:14:50 GMT

Hi @Mikeelliottuk, welcome to the EE Community.

Are you getting the same error message that was shared above when heading to that page?

Also is it a phone or a mobile WiFi router that you're using your SIM in at the moment?

Peter

Re: can't buy add on data even though I have £15 credit?!

Mikeelliottuk — Fri, 09 Aug 2024 11:52:12 GMT

Yes, exact same error. I’m unable to purchase a data add-on. I’ve tried from the EE website and also from the EE mobile app.

Re: can't buy add on data even though I have £15 credit?!

Peter_W — Fri, 09 Aug 2024 12:02:33 GMT

Thanks @Mikeelliottuk.

What device are you using your SIM in, and is this the connection you're using when trying to access this page?

Peter

Re: can't buy add on data even though I have £15 credit?!

Mikeelliottuk — Fri, 09 Aug 2024 12:06:55 GMT

The SIM is installed in a Hauwei 4G router for this connection. But also, I’ve tried to buy an add-on using the EE app from my mobile phone which also has its own EE sim. The facility to purchase add-ons is broken. I was on the EE support line earlier and even they were unable to help me purchase an add-on over the phone, they were experiencing errors on the back office systems to do the same.

Re: can't buy add on data even though I have £15 credit?!

Mikeelliottuk — Fri, 09 Aug 2024 12:52:00 GMT

Ok, couple of things I’ve found. The update link provided by XRaySpex is an http (unencrypted) link rather than https. As such it will be blocked by Chrome and maybe some other browsers. I got it to load using Safari on an iPad, but the subsequent page doesn’t work to allow me to buy any add-ons, it just reloads and goes in a loop.

I have found a way to purchase a data add-on, although it’s a little clunky. I had to use SMS commands from the data SIM, which meant logging on to my 4G routers own web-page (e.g. http://192.168.8.1) and using the built-in SMS interface to send and receive messages. I sent the message ‘ADD DATA’ to 150 and received a menu of purchase options. It does require that you have a certain amount of credit in your account though to work.

Re: can't buy add on data even though I have £15 credit?!

Peter_W — Fri, 09 Aug 2024 13:09:10 GMT

I'm sorry to hear you've still not been able to get this sorted, @Mikeelliottuk.

I've just had a try of the page @XRaySpeX recommended previously, and this is working with my SIM, so it's definitely something that will need a bit more investigation to get to the bottom of.

We don't have system access to check this out through the Community, but if you get in touch with our technical support team, they can help you get this investigated further.

Peter

Re: can't buy add on data even though I have £15 credit?!

johnjas — Sun, 11 Aug 2024 15:22:43 GMT

same here 20 pound on credit but won't add as data

Re: can't buy add on data even though I have £15 credit?!

Alex_H — Mon, 12 Aug 2024 07:46:35 GMT

Hi @johnjas,

Welcome to the EE Community 🙂

Have you tried loading up the link provided earlier in the thread for our add-ons page whilst on your 4G connection? http://add-on.ee.co.uk/purchase

Is it a 4G Mi-Fi device you are using the SIM in also or a mobile phone?

Alex

Re: can't buy add on data even though I have £15 credit?!

johnjas — Mon, 12 Aug 2024 19:27:54 GMT

yes, a 4g wifi mini and it won't add the £20 of data ... it's not good practice to take money and leave customers hanging.

Re: can't buy add on data even though I have £15 credit?!

Ali_A — Thu, 12 Sep 2024 11:20:50 GMT

@johnjas

The issue with being able to buy the data pack should now be resolved.

Are you able to try and make a purchase again when you next need to, and let us know how you get on?

Ali

Re: can't buy add on data even though I have £15 credit?!

Mikeelliottuk — Thu, 12 Sep 2024 11:33:19 GMT

Nope, still doesnt work for me. Can you describe the steps we should be following to get to a working page for this please?

Re: can't buy add on data even though I have £15 credit?!

Ali_A — Thu, 12 Sep 2024 12:50:11 GMT

@Mikeelliottuk

Using any device that is connected to your 4G WIFI router go to http://add-on.ee.co.uk/

Ali

Re: can't buy add on data even though I have £15 credit?!

Mikeelliottuk — Thu, 12 Sep 2024 12:57:34 GMT

I'll try that, but in a situation where I've run out of data that might be a challenge.

Mike

Re: can't buy add on data even though I have £15 credit?!

Ali_A — Thu, 12 Sep 2024 13:59:01 GMT

@Mikeelliottuk

The Add-on page is zero rated, so you'll always be able to access it even without data allowance remaining.

You can still visit the link now just to see how it looks.

Ali