topic Re: Re: Pack not renewed in Archived Posts

Re: Pack not renewed

KSI65 — Tue, 26 Jan 2021 10:19:35 GMT

And my £5 pack renewed on Saturday has disappeared completely. Data, voice, text all gone. I haven't used 400 mins of voice in 3 days. Something is wrong. Called 150 & it says calls to customer service are not free & that I don't have enough credit to speak to them.

Re: Re: Pack not renewed

Leanne_T — Tue, 26 Jan 2021 11:51:07 GMT

Hi there @KSI65

Thanks for posting on the community.

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

Have you text STOP PACK since your pack started?

Thanks 🙂

Leanne.

Re: Re: Pack not renewed

KSI65 — Tue, 26 Jan 2021 12:10:58 GMT

Hi Leanne_T

Reply from 150 to Bal text is £0.11. I have been charged for 2 text messages that should have come from my pack.

Yes I did send a "Stop Pack" when my pack started. But that was to stop the NEXT pack not the current pack. I made a phone call after buying the pack on 23rd Sat. That seems to have come from my pack.

Something is seriously wrong with the system.

Re: Re: Pack not renewed

Leanne_T — Tue, 26 Jan 2021 12:17:44 GMT

Thanks @KSI65

Does the reply from 150 advise how many minutes, texts and data has been used?

Leanne.

Re: Re: Pack not renewed

KSI65 — Tue, 26 Jan 2021 12:29:30 GMT

No it does not. It says my last top up was £5 on 23rd Jan & I know I used that to buy a pack. I have confirmation text messages from 23rd Jan to say top up was successful & pack purchase was also successful & what my allowances are/were.

Re: Re: Pack not renewed

KSI65 — Tue, 26 Jan 2021 12:40:18 GMT

Me three!

It seems calling CS is now chargeable call for pre-paid users. I didn't even know this was the case.

Re: Re: Pack not renewed

Leanne_T — Tue, 26 Jan 2021 12:43:35 GMT

I see @KSI65

In this case, you can give us a call from another phone on 0800 079 8586 and our Pay as you go Care team will be able to get this looked into for you.

Thanks 🙂

Leanne.

Re: Re: Pack not renewed

XRaySpeX — Tue, 26 Jan 2021 12:45:52 GMT

@KSI65 : Calling EE CS on PAYG has always cost 25p per call.

Re: Re: Pack not renewed

KSI65 — Tue, 26 Jan 2021 13:04:08 GMT

@XRaySpeX: Last month (Dec 2020) I called 150 because I could not send or receive text messages. i was even greeted by a voice message saying that it's free for pre-paid users. I ended up spending 26 minutes talking 1st then 2nd level support. In the end the problem was a faulty Google update for Carrier Services app that was causing the problem.

Maybe something has changed since Jan 1st.

Re: Re: Pack not renewed

KSI65 — Tue, 26 Jan 2021 13:08:12 GMT

@Leanne_TI can't call this number because it diverts to customer service which I can't speak to because that's a chargeable call to Pre-paid users & I don't have enough credit. It's the same as calling 150.

I am not going to top up or buy any packs till I get an explanation on where my existing pack has gone.

But thanks for your help anyway.

It's clear that EE billing is screwed up AGAIN.

Re: Re: Pack not renewed

Leanne_T — Tue, 26 Jan 2021 13:55:34 GMT

Hi @KSI65

Can you call us from another phone on 0800 079 8586?

Speak soon 🙂

Leanne.

Re: Re: Pack not renewed

BeingNosey — Tue, 26 Jan 2021 14:06:58 GMT

Hi, I dialled the freephone number from a different phone. Think it was 1 for mobile, then 4 for tech support, then whatever numbers it was for 'other enquiry' until I got put in a queue. I waited a while to speak to someone but it was sorted out, credit and pack restored.

Thought I'd be trapped in the never ending loop of trying to find an option to talk to someone! 🙂

Good luck! @KSI65

Re: Re: Pack not renewed

Leanne_T — Tue, 26 Jan 2021 14:04:46 GMT

Thanks for coming back and letting us know @BeingNosey

Glad to hear this is sorted for you.

Leanne.

Re: Re: Pack not renewed

KSI65 — Tue, 26 Jan 2021 14:26:04 GMT

Hi @Leanne_T

I did & spent 14 minutes waiting to speak to someone & hung up. Funny that I can call an 0800 number from a landline & not have to pay. But the method doesn't work on my mobile.

Clearly there's a problem with EVERYTHING at EVERYTHINGEVERYWHERE (EE). Let's not waste time with phone calls. I think it's best to let the people at EE sort it out & maybe post an update either here or somewhere else on the website.

Re: Re: Pack not renewed

Leanne_T — Tue, 26 Jan 2021 14:31:49 GMT

Hi @KSI65

I am sorry to hear this.

To get this looked into you would need to speak to our Pay as you go Care team who can access your account and help you get this sorted.

Leanne.

Re: Re: Pack not renewed

KSI65 — Tue, 26 Jan 2021 15:36:37 GMT

Hi @Leanne_T

OK. So I got finally through to someone in Pay as you go & got the issue resolved & got my pack restored along with the credit for text messages that were charged.

The worrying thing is that there is no explanation for how this happened,

Thanks for your help.

Re: Re: Pack not renewed

Leanne_T — Tue, 26 Jan 2021 15:40:37 GMT

Hi @KSI65

Thanks for coming back and letting me know.

Leanne 🙂

Re: Re: Pack not renewed

AimeeMarshall — Mon, 13 Dec 2021 13:45:09 GMT

I’ve topped up and have enough credit but my pack is not renewing ! What do I do ?

Re: Re: Pack not renewed

Leanne_T — Mon, 13 Dec 2021 14:57:09 GMT

Hi @AimeeMarshall

Thanks for coming to the community.

Are you trying to start the pack early?

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

Leanne.