topic Re: Subscription hasn't renewed in Pay as you go

Subscription hasn't renewed

Spike_6 — Tue, 17 Oct 2023 04:59:04 GMT

2 days since subscription renewal. Money has been taken, but 0 balance. Cannot use data, texts etc. I don't want to to pay another £10 to be able to use my phone. Any ideas?

@subscription

Re: Subscription hasn't renewed

Christopher_G — Tue, 17 Oct 2023 07:29:24 GMT

Hi @Spike_6

Welcome to the community.

Did you have a balance on your account when it was due to renew? What does it say when you text BALANCE to 150?

Chris

Re: Subscription hasn't renewed

Chris_B — Tue, 17 Oct 2023 07:57:39 GMT

@Spike_6 have, you tried, just restarting the device ?

Re: Subscription hasn't renewed

Spike_6 — Tue, 17 Oct 2023 22:25:55 GMT

So the problem seems to be that I have 3 kids numbers on my EE account and
it's topping up the wrong number.

I click on the name of the one I want to top up and it shows me his number
with the option to top up. I click the top up link and it takes me to the
page where I choose my top up amount, but the phone number has changed to
another one of the kids. I've tried to get round this but it happens every
time.
So now I have one phone with extra top ups and one phone that can't be used.
Any suggestions?

TiA

Re: Subscription hasn't renewed

Christopher_G — Wed, 18 Oct 2023 07:02:28 GMT

Have you tried using our Fast Top Up service, @Spike_6? You type in the number that you'd like to top up and it credits it to that balance.

Chris

Re: Subscription hasn't renewed

Spike_6 — Wed, 18 Oct 2023 09:44:59 GMT

Wasn't aware of this method.
I'll try the link, thanks.
Anyway to rectify this problem on account though as I have now lost £10 to
another number that didn't need top up

Re: Subscription hasn't renewed

Christopher_G — Wed, 18 Oct 2023 10:15:08 GMT

Our Mobile Care team may be able to help, if you get in touch with them to discuss it, @Spike_6

Chris