topic Re: My pack has not updated in Pay as you go

My pack has not updated

Eliza11 — Tue, 16 Aug 2022 06:31:07 GMT

My pack has not updated despite lots of credit and I cannot use my phone. The phone line help person said there was no solution as it was an IT issue without prognosis. Has anyone else had this and what is to be done? Change supplier?

Re: My pack has not updated

Eliza11 — Tue, 16 Aug 2022 06:32:23 GMT

Re: My pack has not updated

Christopher_G — Tue, 16 Aug 2022 08:17:07 GMT

Hi @Eliza11

Welcome to the community.

Did the person you spoke to say that everything is set up OK for it to start automatically?

Have you tried restarting your phone?

Chris

Re: My pack has not updated

jmcd91 — Tue, 16 Aug 2022 08:34:41 GMT

I'm having the same issue today, tried asking the messaging service about it but the ai couldn't understand what I was asking.

Re: My pack has not updated

Leanne_T — Tue, 16 Aug 2022 09:18:40 GMT

Hi @jmcd91

Thanks for coming here.

When was your pack due to renew?

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

Leanne.

Re: My pack has not updated

Eliza11 — Tue, 16 Aug 2022 09:34:45 GMT

Hi, I have restarted the phone. Pack was due yesterday. I hit a txt saying I did not have enough credit to renew and another one the same today.

Re: My pack has not updated

Aspie — Tue, 16 Aug 2022 09:38:03 GMT

Same problem here. Tech support suggested texting NOW to 150, must have done this a dozen or more times but no change. Loads of credit in account. I guess PAYG customers are not really high priority.

Re: My pack has not updated

Leanne_T — Tue, 16 Aug 2022 09:43:02 GMT

Hi @Eliza11 @Aspie

Which pack do you have?

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

Leanne.

Re: My pack has not updated

Eliza11 — Tue, 16 Aug 2022 10:12:38 GMT

It does not say, only gives my balance. But it is the £1.50 weekly pack

Re: My pack has not updated

Leanne_T — Tue, 16 Aug 2022 10:19:53 GMT

Thanks @Eliza11

I would suggest giving us another call on 150 and the team will see what they can do to help.

Leanne.

Re: My pack has not updated

Aspie — Tue, 16 Aug 2022 10:59:28 GMT

Been paying £1 a week for literally years, with a free boost every 13 weeks. Balance is currently £29.99.

Re: My pack has not updated

Aspie — Tue, 16 Aug 2022 11:14:38 GMT

Literally just renewed about 15 minutes after my previous comment. All back to normal now. 👍