topic Re: Pack did not auto renew in Pay as you go

Pack did not auto renew

g7iq — Tue, 01 Nov 2022 15:04:14 GMT

I have pay as u go pack £5 mouth for last year . On 29 October I topped up by £5 . but my pack did not auto renew . I had £5.18 credit confirmed by text 150 service . On the 31 sent text EE took money off my top up credit droped below £5 so today 31 october put another £5 credit 1 hour later my pack auto renewed . This is 1st time in 1 year had problem despite enough credit pack not autorenewed used credit . Had messagge from EE to say signal engennring works going on in my area 30 text said engineering works still on going any ideals why dispite £5 credit no auto renew off my pack . ????? . Cost me £10 to top up £5 pack as EE used my £5.18p credit instead auto renew pack .

Re: Pack did not auto renew

g7iq — Tue, 01 Nov 2022 15:23:58 GMT

on 29th october put £ 5 credit on my pay& go to renew my £5 pack . had text say balance £5.18 . but £5 pack did not autorenew . on oct 31 oct sent text droped credit to £4.98 . so i put another £5 top up . within 1 hour 31 had text to say pack renewed . so why did pack not auto renew on 29 oct but used my little credit ????. did have text to say there was engineering phone tower work going on 28/ 29 october in bath/ somerset ba2, 9 area . so cost me £10 to renew £5 pack . weird 1st time its happened in 2, 3 years sionce i had £ 5 mouthly pack era in system ????.

Re: Pack did not auto renew

Leanne_T — Tue, 01 Nov 2022 16:21:06 GMT

Hi @g7iq

Thanks for coming here.

What date was the pack due to renew?

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

Leanne.

Re: Pack did not auto renew

g7iq — Thu, 03 Nov 2022 05:44:00 GMT

PACK due to renew 29 october credit was 18 p . so i put £5 credit on 29 october to cover it . But pack did not auto renew . OCT 31 therewas £ 5.18 on account but because no auto renew pack , i text EE took 20 p off my credit . new credit £4.98 . So on 31 oct put another £5 credit on total £9.98 . This time Pack renewed but it cost me total £10 to renew £5 pack . There was must been & fault with ur EE system / pc computer why did pack not auto renew 29 october was £5.18 credit to do so .

Re: Pack did not auto renew

Christopher_G — Thu, 03 Nov 2022 10:48:36 GMT

Hi @g7iq

I'm sorry to see that you had this experience. I would suggest calling our Mobile Care team so that they can check why it didn't go through.

Chris