topic Re: Unable to purchase add-ons in Offers & Add-ons

Unable to purchase add-ons

T-sg — Wed, 24 Jul 2024 04:38:40 GMT

Hello, I could still buy add-ons on March 14 this year and the usage period could be extended normally, but I can’t buy them now and the existing balance cannot be used. My account went dormant after 179 days. Who is responsible?

Re: Unable to purchase add-ons

T-sg — Wed, 24 Jul 2024 03:01:53 GMT

Me too. I could buy additional services on March 14th, but not now. The existing balance cannot be used. Who would dare to continue to recharge?

Re: Unable to purchase add-ons

Northerner — Wed, 24 Jul 2024 05:08:04 GMT

Hi @T-sg

If you don't make any chargeable call or text your account goes into hibernation. Read here:

https://ee.co.uk/help/mobile/manage-use/pay-as-you-go/pay-as-you-go-credit-run-out-when-i-havent-made-calls

Thanks

Re: Unable to purchase add-ons

ItsNotRealNeil — Wed, 24 Jul 2024 08:05:09 GMT

This has nothing to do with dormant accounta, I also haven't been able to buy any addons since May despite using my phone daily. I have called support, I have raised the issue on here (and it has supposedly been referred to to the tech team) and yet still the page does not work. My only option now is to find another provider as it's pretty clear EE are either unable to fix it or simply aren't taking it seriously. I'm tired of calling their support when I'm in another country and need roaming added to my account, it's a massive inconvenience.