topic Re: Free boost in Pay as you go

Free boost

thehawk — Tue, 29 Nov 2022 14:13:43 GMT

I am using the £1, 7-day contract and qualified for a free boost about 5 weeks ago. I have been unable to select a boost as the option form refuses to update. Has anyone else had this problem?

Re: Free boost

James_B — Tue, 29 Nov 2022 16:32:08 GMT

Hi @thehawk,

Welcome to the EE Community. 🙂

Our Customer Care Team will be happy to help you to select your free boost if you get in touch.

James

Re: Free boost

thehawk — Tue, 29 Nov 2022 16:38:36 GMT

I can't get in touch as the link in your reply doesn't work either

Re: Free boost

James_B — Tue, 29 Nov 2022 17:02:05 GMT

Hi @thehawk,

What happens when you follow the contact us link?

Have you tried calling 150 from your phone?

James

Re: Free boost

XRaySpeX — Tue, 29 Nov 2022 17:10:55 GMT

What does texting BOOST to 150 report?

Re: Free boost

thehawk — Tue, 29 Nov 2022 17:29:15 GMT

I get a response that messaging is currently unavailable

Re: Free boost

XRaySpeX — Tue, 29 Nov 2022 17:31:01 GMT

What device are you using?

Re: Free boost

thehawk — Tue, 29 Nov 2022 17:33:15 GMT

I am using a Samsung Galaxy A20e

Re: Free boost

XRaySpeX — Tue, 29 Nov 2022 17:40:23 GMT

@thehawk : So not a mobile router! I did wonder.

When did you last use that PAYG SIM for a chargeable action? EE PAYG SIMs are deactivated after 6 months of non-use. You then have a further 3 months to call EE to reactivate it before it is lost completely.

You needed to make a chargeable action like making a chargeable call or text, topping up or buying a Pack or Add-on, not just using your mins, texts or data from your pack.

Re: Free boost

thehawk — Tue, 29 Nov 2022 17:45:15 GMT

I topped up my account last week

Re: Free boost

James_B — Tue, 29 Nov 2022 18:58:14 GMT

Hi @thehawk,

When was the last time you made a chargeable action before last week's top up?

James

Re: Free boost

thehawk — Tue, 29 Nov 2022 19:02:15 GMT

Not absolutely sure but it was a top up, probably about 2 months ago. All
details of top ups are probably in my account files.

Re: Free boost

James_B — Tue, 29 Nov 2022 19:04:38 GMT

Hi @thehawk,

Please get in touch with Customer Care on 150.

They'll be happy to help.

James

Re: Free boost

thehawk — Fri, 02 Dec 2022 12:54:15 GMT

I am growing weary of having to raise this issue. All EE have to do is fix
their website and app.

Re: Free boost

James_B — Fri, 02 Dec 2022 13:33:30 GMT

I'm very sorry for the inconvenience @thehawk

A member of our Customer Care Team will need to take a look at your account to see what is causing the issue.

James

Re: Free boost

thehawk — Tue, 06 Dec 2022 15:21:15 GMT

This was reported to your service dept on 13th November and a record number
INC1230337 was created. I was promised it would be fixed in 72hrs. Still
waiting!

Re: Free boost

James_B — Tue, 06 Dec 2022 15:31:10 GMT

Hi @thehawk,

I'm sorry to hear this hasn't been resolved yet.

Our Technical Support Team will be happy to check the progress of your ticket if you get in touch.

Thanks

James