topic Re: Failing to start a subscription pack in Pay as you go

Failing to start a subscription pack

Simoncal — Sat, 15 Oct 2022 12:25:40 GMT

I'm currently on a PAYG sim with no subscription pack activated.

The "Current Pack" section of My EE doesn't work and so I can't activate a pack from there. My EE app doesn't work either.

I've tried to activate a pack through SMS by texting 150 several times but after choosing a pack, I'm prompted to text YES to confirm my choice.

Nothing happens after I text YES.

Re: Failing to start a subscription pack

XRaySpeX — Sat, 15 Oct 2022 12:38:35 GMT

Try doing it in your online MyEE, not the app.

Re: Failing to start a subscription pack

Simoncal — Mon, 17 Oct 2022 08:46:11 GMT

I tried both. Neither work.

Re: Failing to start a subscription pack

Vales — Mon, 17 Oct 2022 08:57:52 GMT

I have the same problem! I bought a 15£ SIM a month ago and now that it expired I want to switch to the 10£ pack but the page is not working. I tried through the app (not working either) and by sms but they replied that I need 15£ to renew my subscription, not allowing me to switch to a cheaper pack as promised in their website. Now my line is cut with no way to renew my selected subscription.

Re: Failing to start a subscription pack

Simoncal — Mon, 17 Oct 2022 09:01:03 GMT

I think you can text STOP to 150 to cancel the £15 pack, then try to activate the £10.

Though you might then face the same issue I'm having now.

Re: Failing to start a subscription pack

Vales — Mon, 17 Oct 2022 09:04:47 GMT

I also tried that but as my subscription expired it doesn't recognize the command and replied to me that to stop marketing messages I must send STOP to a different number, misunderstanding what I need to do

Re: Failing to start a subscription pack

James_B — Mon, 17 Oct 2022 09:31:28 GMT

Hi @Vales,

Are you able to purchase a new pack by texting ALL PACKS to 150?

James

Re: Failing to start a subscription pack

Vales — Mon, 17 Oct 2022 10:11:59 GMT

I did. It offered me the 10£ pack I wanted to purchase but after replying "PACK10" to select it they replied that that they didn't recognize that and offered me packs starting from 15£.

Re: Failing to start a subscription pack

XRaySpeX — Mon, 17 Oct 2022 10:13:08 GMT

@Vales : You need to text STOP PACK to 150. Then you can top up with £10 & buy the £10 pack by texting PACK10 to 150.

Re: Failing to start a subscription pack

Vales — Mon, 17 Oct 2022 10:13:34 GMT

Sorry I meant that I tried that and didn't work**

Re: Failing to start a subscription pack

Vales — Mon, 17 Oct 2022 10:22:50 GMT

I just tried that and it didn't work. They said that the subscription stopped but still can't purchase the 10£ pack I want.

Re: Failing to start a subscription pack

James_B — Mon, 17 Oct 2022 10:46:51 GMT

Hi @Vales,

Please get in touch with Customer Care so a member of the team can take a quick look at your account.

They'll be happy to help. 🙂

James

Re: Failing to start a subscription pack

XRaySpeX — Mon, 17 Oct 2022 10:53:50 GMT

I'm not keen on the phrase "SIM Local packs". Not seen it phrased that way before. Where'd you get that SIM?

Re: Failing to start a subscription pack

Vales — Mon, 17 Oct 2022 12:05:45 GMT

I bought it at Heatrow Airport

Re: Failing to start a subscription pack

Vales — Mon, 17 Oct 2022 12:18:42 GMT

I called them and they solved the problem. Thanks you!

Re: Failing to start a subscription pack

Nakul — Thu, 16 Nov 2023 21:03:43 GMT

I am facing the same issue. I have tried all the methods to get the pack but nothing seems to be working. Can someone please provide some assistance on this.

Re: Failing to start a subscription pack

Leanne_T — Fri, 17 Nov 2023 07:37:40 GMT

Hi @Nakul

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

Leanne 🙂