topic Re: Package renewal issue in Pay as you go

Package renewal issue

LCEva — Mon, 22 May 2023 13:36:43 GMT

I had topped my credit up ready for the renewal, but it didn't renew and my credit is gone. There are signal issues in the area (this has been happening over the last few weeks) and the service connection is unstable.

Re: Package renewal issue

XRaySpeX — Mon, 22 May 2023 13:40:07 GMT

What does texting AL to 150 from your no. fully report verbatim (it is free)?

Re: Package renewal issue

LCEva — Mon, 22 May 2023 13:46:18 GMT

Your current balance as of today 14:42 is £0.12. Your last top up was £10.00 on 18/05/2023 at 22:14. For more info on your packs, add-ons or free boosts, go to MyEE. ee.co.uk/myee

For info on our other Text Services, reply HELP or go to ee.co.uk/textservices

My package is the £1 weekly top up but didn't renew when I topped up. There is I assume maintenance to the system in the area as several people are having connection issues over the last few weeks (South Wales, West of Swansea)

Re: Package renewal issue

XRaySpeX — Mon, 22 May 2023 13:55:26 GMT

The £1 pack is an old legacy 1. It may very well have been withdrawn by now.

It could take a day or 2 esp. when there are signal issues in the area.

Re: Package renewal issue

LCEva — Mon, 22 May 2023 14:01:03 GMT

The renewal never happened and I was unaware that the renewal failed due to the system issues.

I'm now out of pocket and can't use the phone or text or have data if I'm out of the house

Re: Package renewal issue

Christopher_G — Mon, 22 May 2023 16:01:00 GMT

Hi @LCEva

Welcome to the community.

Have you tried speaking to our Mobile Care team?

Chris

Re: Package renewal issue

LCEva — Mon, 22 May 2023 17:49:30 GMT

I have tried phoning through the app but the automated service said that it was temporarily out of service, that is why I have come to the forum

Re: Package renewal issue

Katie_B — Tue, 23 May 2023 07:02:29 GMT

Hi @LCEva.

Since your post last night have you been able to connect with our customer care team? If not, I would love to help further.

Katie