topic Re: Pack not renewed but enough credit in Archived Posts

Pack not renewed but enough credit

neels029 — Tue, 15 Dec 2020 09:00:13 GMT

Hi,

Last night I topped up my PAYG account so the total balance was £11.88 and this morning when my £10 pack was supposed to renew, it kept saying it failed because there was not enough credit. I can see it’s happened in the past and only someone from EE can resolve it. Can an EE staff please fix this for me?

Best wishes

Re: Pack not renewed but enough credit

Smart_Cookie — Tue, 15 Dec 2020 09:14:06 GMT

I've got the same problem. I had the £5 everything pack and it didn't renew Friday so I spoke to online chat and unfortunately it made it worse as I now have no pack. I'd be happy with the £5 data focused pack but it won't even let me buy that. Please let me know if you get it sorted. Thanks.

Re: Pack not renewed but enough credit

XRaySpeX — Tue, 15 Dec 2020 09:33:57 GMT

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

Re: Pack not renewed but enough credit

neels029 — Tue, 15 Dec 2020 11:56:52 GMT

It says:

Your current balance as of today 11:56 is £11.88. Your last top up was £10.00 on 14/12/2020 at 23:43. For more info on your packs, add-ons or free boosts, go to MyEE. ee.co.uk/myee

For info on our other Text Services, reply HELP or go to ee.co.uk/textservices

Re: Pack not renewed but enough credit

XRaySpeX — Tue, 15 Dec 2020 12:19:50 GMT

Buy it again by texting PACK10 to 150.

Re: Pack not renewed but enough credit

neels029 — Tue, 15 Dec 2020 13:36:36 GMT

It just wants me to top up or use my card again with more money. It won’t use the existing credit.

Re: Pack not renewed but enough credit

Leanne_T — Tue, 15 Dec 2020 15:40:32 GMT

Hi @neels029

Thanks for coming to the community.

Please get in touch with our Pay as you go Care team, they will be able to get your account looked into and help you with your pack.

Let us know how you get on 🙂

Leanne.

Re: Pack not renewed but enough credit

neels029 — Tue, 15 Dec 2020 15:47:55 GMT

I called 150 and they solved it very quickly. I imagine some form of glitch happened.

Re: Pack not renewed but enough credit

Christopher_G — Tue, 15 Dec 2020 17:54:58 GMT

Thanks for letting us know, @neels029. 🙂

Glad you're sorted.

Chris

Re: Pack not renewed but enough credit

ShirazDar — Sun, 29 Aug 2021 23:28:25 GMT

I just topped up before my pack renewal was due but it didn't renew but it's showing the credit topup which is sufficient for renewal

Re: Pack not renewed but enough credit

Leanne_T — Mon, 30 Aug 2021 06:26:24 GMT

Hi @ShirazDar

Thanks for coming to the community.

Can you text NOW to 150, does this start the pack for you?

Thanks 🙂

Leanne.

Re: Pack not renewed but enough credit

ShirazDar — Mon, 30 Aug 2021 06:57:59 GMT

Yes I tried that but got the reply that I dont have enough credit, tried restarting as well but didn't work

Re: Pack not renewed but enough credit

Leanne_T — Mon, 30 Aug 2021 07:22:03 GMT

Thanks @ShirazDar

Can you text BALANCE to 150 and let me know the reply?

Thanks 🙂

Leanne.