topic Re: Mobile data add on not working in Pay as you go

Mobile data add on not working

Angiesue — Sun, 08 Oct 2023 13:59:25 GMT

I use pay as you go and bought a mobile data add on but it’s not working.

Bought before and they worked fine, so what’s changed as now won’t work.

Re: Mobile data add on not working

XRaySpeX — Sun, 08 Oct 2023 14:55:56 GMT

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

Re: Mobile data add on not working

Angiesue — Sun, 08 Oct 2023 17:38:14 GMT

Thanks, I was wondering if I have a 3G sim, and as 3G is getting faced out I now need a 4G sim to use mobile data.

Anyone had the same problem?

Re: Mobile data add on not working

Katie_B — Mon, 09 Oct 2023 07:22:01 GMT

Hello @Angiesue.

Is your SIM an EE pay as you go SIM?

Does your phone show as connected to 4G?

Katie

Re: Mobile data add on not working

Angiesue — Mon, 09 Oct 2023 11:01:06 GMT

it doesn’t show 3G or 4G at the top of my phone. My 30 days to use my data is running out and I haven’t been able to use any yet.

Re: Mobile data add on not working

Katie_B — Mon, 09 Oct 2023 11:04:59 GMT

Hi @Angiesue.

When did you get the SIM you are currently using?

What does texting AL to 150 report?

Katie

Re: Mobile data add on not working

Angiesue — Mon, 09 Oct 2023 11:35:09 GMT

I got the sim 4 years ago.

sent AL to 150 yesterday and it tells me my balance and

You have 5.0GB remaining until 03/11/2023 for your 5GB data to use in the UK for 30 days

Re: Mobile data add on not working

Katie_B — Mon, 09 Oct 2023 11:53:21 GMT

Thanks for confirming @Angiesue.

The SIM will connect to 4G.

Are you able to make calls and texts OK?

Could you confirm if you are in the UK?

Katie

Re: Mobile data add on not working

XRaySpeX — Mon, 09 Oct 2023 12:03:00 GMT

You have your full 5 GB data remaining but are not using it. Are you outside the UK?

Re: Mobile data add on not working

Angiesue — Mon, 09 Oct 2023 12:29:50 GMT

Yes I can make calls and message and am in the uk.

i just text ADD DATA to 150 and got the following message I am not on a plan just pay as you and don’t want a plan.

EE Packs are not available on your current 3GEE plan. To upgrade to a 4GEE Pack you will need a new 4G sim and 4GEE Price Plan. If you're interested please visit your local EE store or dial 150 from your phone to discuss your options.

Re: Mobile data add on not working

Angiesue — Mon, 09 Oct 2023 16:09:34 GMT

Any solution to this found yet please?

Re: Mobile data add on not working

Christopher_G — Mon, 09 Oct 2023 17:57:57 GMT

Hi @Angiesue

I recommend speaking to our Mobile Care team so they can look into this further for you.
Chris

Re: Mobile data add on not working

Angiesue — Sat, 14 Oct 2023 15:54:36 GMT

Got this sorted by great customer service agent Kim.

It was as I thought needed to upgrade my sim to 4g which was sent very quickly.

Re: Mobile data add on not working

James_B — Sun, 15 Oct 2023 08:00:37 GMT

That's great @Angiesue

Thanks for letting us know. 🙂
James