topic Re: Free boosts gone in Pay as you go

Free boosts gone

tmgergo — Sat, 17 Jun 2023 14:49:44 GMT

Hi, I had a £10 pack for years and collected a lot of free boosts. I switched to a £5 pack in Jan 2022 and all my previous boosts were still available since. Until now. I just got a text that I used all my data allowance.

Do I use all free boosts when I switch to a pack below £10? I do remember that I double checked that's not the case when I made the switch 16 months ago. Did this change recently?

Re: Free boosts gone

Leanne_T — Sat, 17 Jun 2023 15:48:26 GMT

Hi @tmgergo

Thanks for coming here.

Have you continued to have the free boosts since January?

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

Thanks.

Leanne.

Re: Free boosts gone

tmgergo — Sat, 17 Jun 2023 16:04:46 GMT

Hey Leanne,

Thanks for your reply.

Yes, I continued to have my boosts after I switched to the £5 pack, all my previous boosts were listed under the relevant section on the EE website too.

This is the text I received on Monday when my pack was automatically renewed:

"You now have 250 minutes, 500 texts and 250MB to use in the UK for up to 30 days, with a Free Boost of 300 minutes and 9GB and £4.50 has been charged to your [payment method].

Your £5 Pack was bought using [my payment method] and your next payment will be made using the same [payment method] on 12/07. To keep track of your usage go to ee.co.uk/myee or reply AL"

And this is the reply to BALANCE now:

"Your current balance as of today 16:49 is £[redacted]. You have 549 minutes and 500 texts remaining until 12/07/2023 for your £5 Pack. Your remaining data includes of rolled over data. Your last top up was £[redacted] on 18/12/2021 at 07:55. 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"

As you can see, I still have the minutes boosts (250+300, minus the 1 minute I used since Monday) but no data boosts. The website doesn't list any free boosts for me either.

Re: Free boosts gone

Leanne_T — Sun, 18 Jun 2023 06:46:41 GMT

Hi @tmgergo

I would suggest reporting this to our pay as you go care team by calling 150, they can check the free boosts and help you further 🙂

Leanne.

Re: Free boosts gone

tmgergo — Sun, 18 Jun 2023 09:17:17 GMT

Thank you, Leanne.

The good news is that I still have my boosts, the bad news is that a misbehaving (but otherwise legit) app ate all my data.

On a side note: the advisor on 150 was very friendly and professional, they helped me resolve my issue and answered all my questions. Great customer service 👏

Re: Free boosts gone

Leanne_T — Sun, 18 Jun 2023 09:18:18 GMT

Thanks for coming back and letting me know @tmgergo

Glad to hear this has been sorted for you 🙂

Leanne.

Re: Free boosts gone

Skellers — Sat, 24 Jun 2023 05:49:59 GMT

Have you checked what data you have left? Same thing happened to me, my data boosts disappear as, according to EE, I use the data (so if I use 1GB of my free data boosts the total boosts for that week shows as 1GB lower than what it renews as). EE put a data add on and now that data has gone overnight despite me turning mobile data off.