topic Re: Trying to buy a pack in Archived Posts

Trying to buy a pack

daftspaniel — Wed, 05 May 2021 08:09:27 GMT

Hi All,

I have credit on my account and have been trying to buy a £1 pack. It fails every time. I have tried for over a week on different devices etc.

'Sorry, we were unable to complete your request right now. Please try again later.'

Any suggestions?

Thanks,

Davy

Re: Trying to buy a pack

XRaySpeX — Wed, 05 May 2021 08:17:20 GMT

How are you trying to buy the pack?

Re: Trying to buy a pack

daftspaniel — Wed, 05 May 2021 08:19:46 GMT

I go to https://myaccount.ee.co.uk/app/packs

click 'Choose' then 'Confirm' then I get 'PREPAID PACKS ERROR' page.

Thanks.

Re: Trying to buy a pack

XRaySpeX — Wed, 05 May 2021 08:22:24 GMT

Try buying it by texting TALK01 to 150.

Re: Trying to buy a pack

daftspaniel — Wed, 05 May 2021 08:41:37 GMT

Thanks. Tried via Text but it did not send.

Re: Trying to buy a pack

daftspaniel — Wed, 05 May 2021 09:19:16 GMT

Think I have found the issue. Due to low usage the account marked as inactive. I found this out by calling 150 and the robot voice told me straight away how to fix it.

So EE deactivates the account without notice and does not inform the customer at the time. This is not displayed in the app or website even when topping up or using credit.

So much room for improvement there!

Thanks for suggestions.

Re: Trying to buy a pack

James_B — Wed, 05 May 2021 09:25:36 GMT

Hi @daftspaniel,

If you’ve had no chargeable activity on your account for 60 days, we’ll send you a text to make sure you’re still using the SIM card and you’d like to keep the account active.

Find out more in What is pay as you go and flex hibernation, and how do I stop it?

James