topic Re: 2.5£ 24h roaming pack only works for 23h? in Pay as you go

2.5£ 24h roaming pack only works for 23h?

luckyluca — Sun, 06 Aug 2023 10:41:26 GMT

Hi,

I purchased the 2.5£ 24h roamimg pack, however, seconds later, it shows that it is active for 23 hours rather than 24h.

Regardless of the practical consequences, it doesn’t feel right paying for a 24h service and only getting 23h.

I hope Ee is able to see this post because from the customer‘s perspective doesn’t feel right.

Thanks Luca

Re: 2.5£ 24h roaming pack only works for 23h?

EssexBoyEE — Sun, 06 Aug 2023 11:01:40 GMT

Your Device Time (according to your Pics) is showing as 12:11, but your Post Time is showing as 11:29 (UK Time). Are you currently Abroad?, is your Device Time showing Local Time and not UK Time.

Re: 2.5£ 24h roaming pack only works for 23h?

luckyluca — Sun, 06 Aug 2023 12:20:10 GMT

I thought so too, but it isn’t that.

I’m in Italy right now so there is an hour difference, and the pack says it’ll end at 10am tomorrow. Assuming local time the total duration is 22hours. Assuming UK time, the total duration is 23hours.

Also the countdown started at 22.59mins rather than 23.59mins.

My wife bought the same pack at the same time for her payg ee mobile, and the pack it says will expire at 11am and countdown started at 23.59mins.

She is getting the 24 hours, so it appears my purchase is missing 1hour of allowance.

Re: 2.5£ 24h roaming pack only works for 23h?

Christopher_G — Sun, 06 Aug 2023 14:53:06 GMT

Hi @luckyluca

I'm sorry to hear that there's a problem with your add-on. If this causes a problem with the usability for that last hour, I'd recommend speaking to our Mobile Care team so they can help you with it.

Chris

Re: 2.5£ 24h roaming pack only works for 23h?

luckyluca — Mon, 07 Aug 2023 10:52:05 GMT

The 24h pack lasted 23 hours as suspected:

Re: 2.5£ 24h roaming pack only works for 23h?

Leanne_T — Mon, 07 Aug 2023 10:59:08 GMT

Hi @luckyluca

Please contact our Mobile Care team and they will get this looked into for you.

Leanne.