topic Re: Mobile data Disconnected for a day in Pay as you go

Mobile data Disconnected for a day

Hastings132 — Thu, 09 Jun 2022 11:27:53 GMT

I have a sim-only auto renew thing - not a contract.

I purchased the £10 pack and set up an auto renew on my CC.

The payment went through fine exactly a month ago.

I got a text yesterday saying my auto renew will "automatically renew tomorrow night".

I thought that was great, a bit weird the time wasn't specific, but still 'thanks for the heads up'.

Today I get a text saying "to use data on your phone, you'll need an add-on or a pack. Click here to buy..."

Should I wait until tonight to see if the data comes back?

Would you complain about the discrepancy?

Thanks,

Re: Mobile data Disconnected for a day

Leanne_T — Thu, 09 Jun 2022 13:43:18 GMT

Hi @Hastings132

Thanks for coming here.

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

Speak soon.

Leanne.

Re: Mobile data Disconnected for a day

Hastings132 — Thu, 09 Jun 2022 14:23:32 GMT

'your current balance is £0.00, for more info on your packs, add-ons, boosts go to myEE...

For info on other text services reply HELP...'

Re: Mobile data Disconnected for a day

Leanne_T — Thu, 09 Jun 2022 14:27:22 GMT

Thanks @Hastings132

I would suggest giving us a call on 150, our customer care team can get this looked into for you.

Leanne 🙂

Re: Mobile data Disconnected for a day

Hastings132 — Fri, 10 Jun 2022 08:20:36 GMT

I can't get through to customer care.

It didn't auto top-up at midnight, so I put credit on and selected a pack manually, hope it doesn't overlap.

Is there a way to email customer care?

Thanks,

Re: Mobile data Disconnected for a day

Jon_K — Fri, 10 Jun 2022 10:01:17 GMT

What happens when you try to get through to Customer Care, @Hastings132?

Sorry, there's no email contact.

Jon

Re: Mobile data Disconnected for a day

Hastings132 — Fri, 10 Jun 2022 13:00:45 GMT

I've tried multiple times yesterday and today.

Once I used up my whole lunch break and it still didn't connect.

Once I was disconnected and had to start again.

Other times it's said the wait was over 40min when I only have 20min break and it's not open when I'm not at work.

Re: Mobile data Disconnected for a day

Christopher_G — Sat, 11 Jun 2022 14:25:11 GMT

Hi @Hastings132

Are you working this weekend? Could you give the Mobile Care team a try today please? Let me know if you're able to get through.

Chris