topic Re: package isn't renewing despite sufficient balance in Archived Posts

package isn't renewing despite sufficient balance

rparasmo — Fri, 19 Mar 2021 12:42:47 GMT

I topped up my balance yesterday (18/3/21), received the usual email & text receipts stating my balance is now £10, then today (19/3/21) I received a text message from 150 asking me to top up so my package can renew. I checked my allowance just to receive another text asking me to top up.

My £10 balance is also visible on my EE page. I'd really like to use my phone outdoors today without it eating into my balance so any advice on when my package will renew (like it usually does) would be much appreciated.

Many thanks

Re: package isn't renewing despite sufficient balance

XRaySpeX — Fri, 19 Mar 2021 12:57:30 GMT

What does texting AL to 150 from it fully report verbatim (it is free)?

Re: package isn't renewing despite sufficient balance

rparasmo — Fri, 19 Mar 2021 13:17:02 GMT

Thanks for the speedy reply. The response from AL to 150 (which I've been doing periodically just in case) reads:

'Your current balance as of today 13:11 is £10.00. Your last top up was £10 on 18/03/2021 at 22:40. For more info on your packs, add-ons or free boosts, go to MyEE. ee.co.uk/myee'

If I send 'NOW' to 150, it reads:

'You need to add some credit to pay for your Pack, please top up at ee.co.uk/myee. Your pack will then start automatically'.

Obviously, it hasn't started automatically... Hope that helps. Thanks

Re: package isn't renewing despite sufficient balance

Leanne_T — Fri, 19 Mar 2021 13:26:17 GMT

Hi @rparasmo

Thanks for coming to the community.

If you give us a call on 150 from an EE Phone, or 0800 079 8586 from another phone, our Pay as you go Care team can get this looked into for you.

Leanne 🙂

Re: package isn't renewing despite sufficient balance

rparasmo — Fri, 19 Mar 2021 13:37:18 GMT

Thank you. I'll call now.

Re: package isn't renewing despite sufficient balance

Leanne_T — Fri, 19 Mar 2021 13:41:48 GMT

No problem @rparasmo 🙂

Leanne.