topic Re: Full Works SIM - No Inclusive Extras available in Offers & Add-ons

Full Works SIM - No Inclusive Extras available

Daveoc64 — Thu, 28 Nov 2024 13:04:16 GMT

I switched to the "Full Works SIM £48 12MHP" SIM Only Black Friday offer on Tuesday.

This is supposed to have 1 Inclusive Extra, but due to some sort of error, my account is now showing that I have no inclusive extras available.

I previously had Netflix as my Inclusive Extra. It was removed when the upgrade took place and Netflix immediately charged my credit card.

I've contacted support multiple times about it - first they said it would be resolved yesterday by changing me to a different plan, now they're saying it will take up to a week to resolve. I've also had the EE Messaging Service in the app ignore me completely.

Has anyone else encountered this? Is there a way to actually resolve this?

Re: Full Works SIM - No Inclusive Extras available

Jak92 — Thu, 28 Nov 2024 15:54:34 GMT

Yeah got same issue here! Annoying 😩

Re: Full Works SIM - No Inclusive Extras available

Alex_H — Thu, 28 Nov 2024 16:31:40 GMT

Hi @Daveoc64,

I am sorry you are having an issue with your new plan and your inclusive extra. Based on what you are saying it sounds like our technical team may have raised a ticket on your account in which case they will be investigating the issue to help get it resolved as soon as possible.

If it is effecting your account it is unlikely to make a difference, but if it has not been tried already you can text PICK to 150 as an alternative way to select your extra to see if that is unaffected.

@Jak92 IF you have not done so already I would also recommend reporting this to our technical team to help get your issue resolved.

Alex

Re: Full Works SIM - No Inclusive Extras available

Jak92 — Fri, 29 Nov 2024 09:06:08 GMT

I've being told to wait 24 hours to see if it sorts itself out as of this morning issue is still there 🤷‍♂️

Re: Full Works SIM - No Inclusive Extras available

Damienw1 — Fri, 29 Nov 2024 11:14:21 GMT

Same issue here. @Alex_H When you text pick to 150 it says you are not on one of our smart plans

Re: Full Works SIM - No Inclusive Extras available

Michael_D — Fri, 29 Nov 2024 13:55:18 GMT

Hi @Damienw1

If you do have a Full Works or All Rounder plan, I'd recommend speaking to our customer support guides so they can bring up your account and check the plan.

If they need to, they can get a ticket raised if they can't get the inclusive extras added for you.

Michael

Re: Full Works SIM - No Inclusive Extras available

Jak92 — Fri, 29 Nov 2024 15:24:30 GMT

Was told by a EE tech team that it's an issue they hope to resolve within a week (no idea why so long) and seems to only be affecting customers who took the 12 month half price offer. I've managed to get a month free off EE added while they try and sort it out!

Re: Full Works SIM - No Inclusive Extras available

Daveoc64 — Fri, 29 Nov 2024 15:45:26 GMT

I was also told it would take a week, but then again, I was also told it would be fixed after a day!

I'm glad you were able to get a free month from EE!

Re: Full Works SIM - No Inclusive Extras available

Ga50 — Sat, 30 Nov 2024 08:54:05 GMT

I have exactly the same issue. Was promised call backs and called multiple times and no one helping.

Re: Full Works SIM - No Inclusive Extras available

bmeacham3631 — Sat, 30 Nov 2024 22:44:10 GMT

Same issue here, joined on the Full Works plan through the Black Friday sale and have no access to inclusive extras, just says 0/0 in app

Re: Full Works SIM - No Inclusive Extras available

Olive10 — Sun, 01 Dec 2024 15:16:32 GMT

Was there any resolution to this?

I’ve just upgraded to the Full Works iPhone plan, not realising this issue and I cannot see or add any inclusive addons.

Re: Full Works SIM - No Inclusive Extras available

Daveoc64 — Sun, 01 Dec 2024 15:18:54 GMT

No, there isn't a resolution at the moment.

Apparently it's a known issue and EE are working on it, but it does feel a bit like support are not able to give anyone a clear answer on the problem.

Re: Full Works SIM - No Inclusive Extras available

Olive10 — Sun, 01 Dec 2024 15:41:49 GMT

That is frustrating.

I just got off the phone with support who seemed to think that Apple One is a preselected extra and already applied. However going on the apple apps (Music, TV) it says I have no subscription.

I hope it does get resolved soon!

Re: Full Works SIM - No Inclusive Extras available

ColinXSD — Sun, 01 Dec 2024 16:20:31 GMT

Sounds very similar to the problem I'm having with my All Rounder Plan, if it hasn't fixed itself by tomorrow I will try customer support.
I thought I might be something I'm missing but looks like I'm not the only one effected by a Black Friday Deal?

Re: Full Works SIM - No Inclusive Extras available

Johnnymiller1 — Sun, 01 Dec 2024 17:59:01 GMT

Came here to say “me too” took the half price deal to replace my previous full works I’ve lost Netflix and the ability to pick the inclusive extra is gone, although I still have an Xbox bundle somehow. texting 150 says I don’t have a smart plan. Was going to give it a few days in case systems need to catch up and then will call if nothing moves…. By the sounds of it I might have to call anyway…. Let us know how you get on and I will do same

Re: Full Works SIM - No Inclusive Extras available

Coldashbin — Sun, 01 Dec 2024 18:49:28 GMT

Yep, I’ve been on an unlimited data plan with free Apple Music for a few years now, upgraded to full works unlimited with 12MHP with Apple One included today, have now completely lost Apple Music subscription and Apple One doesn’t show as an option to pick now on my EE App. Spoke to customer service and they have said it can take up to 7 days to show up. Meanwhile I’m live on the new plan with sweet FA add-ons included!

Re: Full Works SIM - No Inclusive Extras available

ColinXSD — Sun, 01 Dec 2024 18:57:56 GMT

Thanks @Coldashbin , in that case I will be calling Customer Services and if they can't fix it within a day or two get them to put me on a much cheaper plan or get a refund for the lost access to the addons I can't get.

Colin.

Re: Full Works SIM - No Inclusive Extras available

lasty12 — Mon, 02 Dec 2024 11:55:58 GMT

I have a feeling this will be something they will 'resolve' after the black friday deal is finished.

Re: Full Works SIM - No Inclusive Extras available

Ga50 — Mon, 02 Dec 2024 12:33:03 GMT

I’m just going to go to Vodafone instead. Wasn’t too happy about the 2 year contract in any case.

Sent from my iPhone

Re: Full Works SIM - No Inclusive Extras available

ColinXSD — Mon, 02 Dec 2024 14:17:04 GMT

Looks like you did better than me, It took 40mins on the phone to get to the 'expected to be resolved within a week' and to expect an email where you can select the Inclusive Extra.
No offer of a month free (I did suggest it), just told I had the standard 14 day cooling off period to cancel and revert back to previous Plan and start another Upgrade, I may be cynical but that will obviously not be a Black Friday Deal but perhaps they will create some Christmas Deals for the rest of December to compensate?