topic Re: New EE PAYG Customer - Errors and Questions in Pay as you go

New EE PAYG Customer - Errors and Questions

frankn2 — Mon, 08 Aug 2022 13:09:20 GMT

Hi, I moved to the UK a couple weeks ago and grabbed a 15 GB (30 GB first 3 months) for £15 per month SIM card from Heathrow when I arrived. I have a few errors I'm encountering and questions:

When I try to view my pack details, it's displayed "System failure" and "What's happened" error for the last 2 weeks (see images below)
I'm unable to view my options for topping off and what I will get (maybe this pay-as-you-go forum post is accurate?)
I'm unable to set up a recurring top-up (I read somewhere that this gives me a 10% discount) as I only see options for one-off
What are my options for shifting to a monthly, longer-term contract? I've heard this is a way to build my UK credit history which I'd like to do. Can someone please confirm if this is true?
- Is my current plan a 30-day "SIM only" plan? Per this post, I think I can "upgrade" to a phone plan at any time, correct?

I appreciate any and all help here, thanks!

Re: New EE PAYG Customer - Errors and Questions

Jon_K — Mon, 08 Aug 2022 14:58:26 GMT

Hi @frankn2.

Welcome to the community.

I'm not sure why there would be an error when displaying your pack.

I'd recommend getting in touch with our Customer Care team so they can check to see what pack you're on, and get help with a recurring top-up.

A pay monthly plan would help with your credit score, but you'd need to pass an initial credit check to be eligible. This is again something our Customer Care team will be able to help with.

Jon

Re: New EE PAYG Customer - Errors and Questions

frankn2 — Mon, 08 Aug 2022 16:18:01 GMT

Thanks for your response @Jon_K . Is this the best way to reach the Customer Care team in writing? https://ee.co.uk/contact-ee/complaint

Alternatively, could I visit a local EE store and have a representative look at my account?

Re: New EE PAYG Customer - Errors and Questions

Jon_K — Mon, 08 Aug 2022 16:30:33 GMT

The best way to contact our Customer Care team would be to call 150 from your phone, @frankn2.

Alternatively, you can visit your local EE Store 🙂

Jon

Re: New EE PAYG Customer - Errors and Questions

XRaySpeX — Mon, 08 Aug 2022 20:30:52 GMT

In response to some of your Qs:

Text AL to 150 from it (it is free) to see your current Pack, allowances & credit.
Try using Fast Top Up online with a UK bank card. You don't need to login or register anything. All you need is your mobile no. & it doesn't remember your card details.
Setting up a recurring card payment would be on the page that is "System Failing" if it wasn't in error.
No, you don't have a 30-day SIM-Only contract but a PAYG SIM with 30-day packs.

Re: New EE PAYG Customer - Errors and Questions

frankn2 — Tue, 09 Aug 2022 11:22:23 GMT

Thank you @XRaySpeX, that is super helpful to have those questions answered. The rest I will try with Customer Care...

Re: New EE PAYG Customer - Errors and Questions

XRaySpeX — Tue, 09 Aug 2022 11:55:08 GMT

Thanks! You're welcome 🙂 ! Glad I could be of assistance & it is now sorted.