topic Re: Top up in Pay as you go

Top up

Liam581 — Thu, 22 Sep 2022 17:22:32 GMT

Hello,

I have just topped up my sim £10 and it’s automatically taken 5 off and given me a pack 5. I did not want this as I wanted a pack 10 please can the automatic renewal be turned off and the 5 pack swapped for a pack 10

thanks

Re: Top up

XRaySpeX — Thu, 22 Sep 2022 18:53:22 GMT

Well, that's the pack you bought the SIM with. It is auto purchased as soon as your credit is £5 or more. Sounds like you should have bought a SIM with the £10 pack.

Now all you can do to swap them over is text STOP PACK to 150, wait until £5 pack is exhausted, top-up to £10 & then text PACK10 to 150.

Re: Top up

BigAl14 — Tue, 01 Nov 2022 22:06:50 GMT

I texted 150 for available packs. Saw PACK10

When I tried sms PACK10 was told only PACK15 + was available

Why can't EE be honest?????

Re: Top up

Christopher_G — Wed, 02 Nov 2022 07:58:59 GMT

Hi @BigAl14

Is the other pack available through your My EE account?
Chris

Re: Top up

BigAl14 — Wed, 02 Nov 2022 08:47:10 GMT

My EE account always shows "System failure" when I look up my current pack

Re: Top up

Christopher_G — Wed, 02 Nov 2022 09:25:20 GMT

How long has it been like that for, @Big Al14?

Chris

Re: Top up

BigAl14 — Wed, 02 Nov 2022 13:57:11 GMT

Since I bought my SIM.

Re: Top up

Christopher_G — Wed, 02 Nov 2022 14:14:07 GMT

How long ago did you get the SIM, @BigAl14?

Chris

Re: Top up

BigAl14 — Wed, 02 Nov 2022 14:14:58 GMT

June 2022.

Re: Top up

Christopher_G — Wed, 02 Nov 2022 14:18:21 GMT

OK, thanks @BigAl14

I would suggest speaking to our Mobile Care team so they can look into this for you.

Chris