topic Re: Start my pack early in Archived Posts

Start my pack early

Rustic17 — Sat, 06 Feb 2021 11:16:09 GMT

I have spent over half an hour trying to do this, texting NOW to 150, then AL to 150, but still hasn't worked. It must be simpler than this?

Re: Start my pack early

bristolian — Sat, 06 Feb 2021 12:34:14 GMT

Hi @Rustic17 and welcome to the community

What is it that you're trying to do?

I presume you're a PAYG user, but can you confirm?

Re: Start my pack early

James_B — Sat, 06 Feb 2021 14:23:33 GMT

Hi @Rustic17,

Welcome to the EE Community. 🙂

What response did you receive when you text NOW to 150?

What about if you text BALANCE to 150?

Thanks

James

Re: Start my pack early

Rustic17 — Sun, 07 Feb 2021 09:00:11 GMT

Yes, I am a pay as you go customer. I am reliant on mobile data as my job requires me to log in and out and to write notes using an online app. I work in an NHS commissioned service, during the pandemic I have been working extra hours and my mobile data usage has unfortunately increased. This left me with a limited amount left yesterday, but I was only two days away from my automatic renewal. However, there was no option to renew my pack early, I sent 'NOW' to 150 6 or 7 times, only to be constantly told that I already had a pack in use. I then as requested texted 'All packs' to 150 which then sent me various packs, but not the one I use, there was simply no option of renewing my pack early. I wasted nearly an hour before my shift yesterday trying to do this, in the end I was forced to buy an expensive mobile data 'add on' even though my pack was due to renew in a day or two. This was a very poor experience in these circumstances. My request was very simple, but I had to take a time consuming and incurred unecessary expense because there was not a simple solution offered.

Re: Start my pack early

Rustic17 — Sun, 07 Feb 2021 09:04:31 GMT

Please see above response. I was not given the option to renew my current pack. 150 kept responding that I already had a pack, then directing me to a webpage where my pack was not available. I work shifts for a busy NHS commissioned service, I wasted an hour before work trying to renew my pack early and was not able to do thus, so was forced to purchase a mobile data add on even though my current pack was due to renew in a day or two. This felt a very poor experience in circumstances where I really needed an easy solution.

Re: Start my pack early

Katie_B — Sun, 07 Feb 2021 13:12:54 GMT

Hello @Rustic17.

I am sorry to hear that you have still not been able to activate your pay as you go pack.

I have sent you a private message for more details.

Katie.

Re: Start my pack early

Rustic17 — Wed, 17 Feb 2021 21:29:58 GMT

Hi Katie_B, I replied to your message, gave my mobile number and availability, but still haven't had a response. Am I assuming there is just no way of renewing a chosen pack early?

Re: Start my pack early

Leanne_T — Thu, 18 Feb 2021 08:43:37 GMT

Morning @Rustic1

Thanks for coming back to us.

I have sent you another private message now, if you could take a look and get back to me 🙂

Leanne.

Re: Start my pack early

Rustic17 — Wed, 03 Mar 2021 08:53:14 GMT

Three more weeks have gone by and still no contact to try to resolve. Is there not a solution to the problem? If not, then just say so.

Re: Start my pack early

Leanne_T — Wed, 03 Mar 2021 08:58:59 GMT

Hi @Rustic17

I have replied to your private message this morning.

Thanks.

Leanne.

Re: Start my pack early

Rustic17 — Wed, 10 Mar 2021 15:22:50 GMT

Please can someone help resolve this for me, it has happened again this month and I still can't renew my pack early despite a month of trying to resolve this.

Re: Start my pack early

Rustic17 — Wed, 10 Mar 2021 15:39:17 GMT

If you are unable to help, then please just say so and I will go to a mobile provider where this option is possible. I can't continue if there is no option to renew my pack early. Surely it can't be this complicated.

Re: Start my pack early

Jon_K — Wed, 10 Mar 2021 17:47:56 GMT

Hi @Rustic17.

Are you texting NOW to 150 again?

Do you get the same response as last month?

Jon

Re: Start my pack early

Rustic17 — Wed, 10 Mar 2021 18:29:20 GMT

Hi Jon, yes, have texted NOW to 150 probably 30 odd times. All I ever get is a reply saying:

You already have a Pack, but if you would still like to start another one straight away, please text ALL PACKS to 150, buy a pack with your credit and then text NOW to 150.

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

When I text ALL PACKS to 150 it offers me all the other packs that I don't want, but not the one that I do want.

There does not seem to be a way to do it. I am forced into buying expensive add on's, which are a waste of money when my pack is going to renew in 24-48 hours time, but at the same time I can't work without it, so I have no choice but to buy the add on or borrow someone's phone, which I my busy job is seriously inconvenient.

Re: Start my pack early

Jon_K — Wed, 10 Mar 2021 18:32:18 GMT

Thanks @Rustic17.

I've responded to your private message.

Please take a look and get back to me.

Jon

Re: Start my pack early

Rustic17 — Wed, 10 Mar 2021 19:17:01 GMT

I don't understand why this is so complicated, I have bought a pay as you go pack for over 2 years, occasionally it runs out early, j just want to buy the same pack a day or two early.

If I can't do that because you just want me to buy expensive add on's, then just be honest about it and I will go elsewhere.

The private messages have not helped. This is a very simple request really.

Re: Start my pack early

Leanne_T — Thu, 11 Mar 2021 07:43:32 GMT

Hi @Rustic17

If you are unable to start the pack early this would need to be looked into as texting NOW to 150 should start the pack for you if you have credit.

I have replied to your message today to help you get this looked into further.

Leanne.

Re: Start my pack early

Rustic17 — Thu, 11 Mar 2021 08:43:05 GMT

Yes I had credit, yes I texted NOW to 150 many, many times, the pack never started early, all I received was a message stating I already had a pack. Yes it needs looking into, it doesn't work and is very inconvenient in a front line health care job.

Re: Start my pack early

Leanne_T — Thu, 11 Mar 2021 08:46:49 GMT

I understand @Rustic17

If you can reply to my private message we will certainly see what we can do to help 🙂

Leanne.

Re: Start my pack early

Ssykes1 — Wed, 06 Oct 2021 23:39:30 GMT

I have the same issue with my account to I have never been able to renew it earlier than expected unless I buy a different pack … Sometimes I can go 3-4 days without data due to not being able to start my pack earlier