topic Re: Impossible to add £10 subscription in Pay as you go

Impossible to add £10 subscription

jamesmathrick — Sat, 02 Mar 2024 13:49:52 GMT

Hi,

I have tried now for several weeks to add a £10 subscription for unlimited texts and some call minutes. For me and my dumbphone, data is not a necessity or a desire; any free data can be safely ignored.

The web interface does not allow me to do this: on trying to add a subscription, the "select your subscription" page lists nothing and nowhere to go, and no reason why.

The text interface also dead-ends me: the "conversation" with 150 is as follows:

> ALL PACKS

...here are your available packs...

>PACK10

Just so you know, you're on an older plan...(yes, I know)

You've selected the plan...YES to continue.. (huzzah!)

> YES

You can now set up this plan... (w00t!)

>TOPUP

...

Then nothing. No reply. Plenty of credit before and after, nothing deducted, PASYG as before. Tried 3 times over last couple of weeks. Tried last 4 digits of the cards I have listed in my account (assuming this is the same as "registered cards" - there seems no other option on the website regarding this)

Talked to an actual human in an EE shop. They didn't know and directed me to phone 150.

Spoke to the robot (again) at 150, and explored all options. The best I got was that either my phone, SIM, or plan was out of date. (I think from the point of view of fashion? The phone/SIM work fine from my POV; yes I know progress yada yads). Trying to change the plan!

Got the 2G/3G shutdown text, which is fine, as I do not need to access data; only voice and text. I merely want to change the way I pay for it!

Can anybody point me to an actual (helpful) human to can solve this apparently insoluble problem, or explain why not, rather than just information silence?

Many thanks,

Re: Impossible to add £10 subscription

James_B — Sat, 02 Mar 2024 16:12:21 GMT

Hi @jamesmathrick,

What response do you get if you text BALANCE to 150?

James

Re: Impossible to add £10 subscription

jamesmathrick — Sat, 02 Mar 2024 16:25:04 GMT

Hi, thanks for your reply and suggestion.
Reply is £16.60 - same as the online interface.
It has always been over £10 every time that I have tried.

Re: Impossible to add £10 subscription

James_B — Sun, 03 Mar 2024 08:30:01 GMT

What was the full reply you received, @jamesmathrick?

James

Re: Impossible to add £10 subscription

jamesmathrick — Sun, 03 Mar 2024 14:29:33 GMT

Hi James_B,
Thanks for your support. Full reply was:
Your current balance as of today 16:23 is £16.60. Your last top up was £10.00 on 02/03/24 at 12:30. For more info on your packs, add-ons or free boosts, go to the EE app or ee.co.uk
For info on our other Text Services, reply HELP or go to ee.co.uk/textservices
Sender:150

Re: Impossible to add £10 subscription

James_B — Sun, 03 Mar 2024 15:43:04 GMT

Hi @jamesmathrick,

I think you may be on an old account type that won't support the latest packs.

Please get in touch with Customer Care on 150 and our mobile guides can access your account to make the necessary changes.

Thanks

James

Re: Impossible to add £10 subscription

jamesmathrick — Sun, 10 Mar 2024 20:47:49 GMT

After the third human I spoke to at 150, I now have PACK 10 working on my mobile - thank you!

Re: Impossible to add £10 subscription

Katie_B — Mon, 11 Mar 2024 07:27:40 GMT

Thanks for coming back and letting us know @jamesmathrick.

Katie