topic Re: My Pay as You Go monthly pack has not renewed. in Pay as you go

My Pay as You Go monthly pack has not renewed.

dontwantjoin11 — Sat, 13 Apr 2024 14:57:40 GMT

Re: My Pay as You Go monthly pack has not renewed.

dontwantjoin11 — Sat, 13 Apr 2024 16:10:31 GMT

I have a similar issue. My monthly Pay as you go subscription that I have held for many years has suddenly this month not renewed (even though my account is in credit). Logging onto my account, my attempt to access 'manage payment' results in the displayed message 'Sorry, we were unable to complete your request right now. Please try again later.'

How do I resolve this please as it would appear that my subscription has been invalidated?

Re: My Pay as You Go monthly pack has not renewed.

Leanne_T — Sat, 13 Apr 2024 15:59:49 GMT

Hi there @dontwantjoin11

Thanks for coming to the community.

Could you let me know the full reply you received after texting BALANCE to 150?

Have you tried restarting your phone?

Leanne 🙂

Re: My Pay as You Go monthly pack has not renewed.

dontwantjoin11 — Sat, 13 Apr 2024 17:04:56 GMT

Thanks for the reply.

Response to texting BALANCE

'Your current balance as of today 17:58 is £18.42. Your last top up was £5:00 on 02/04/2024 at 15:19. For more info on your packs, add-ons...' etc.

Texting BALANCE used to result in not only the information above but also how many TXT's, minutes and data I had remaining, there is no such information in the above response. On logging on to my EE account, I am informed that I have zero in all three categories. As stated in my initial post, it would appear that my subscription has been invalidated.

Re: My Pay as You Go monthly pack has not renewed.

XRaySpeX — Sat, 13 Apr 2024 17:35:10 GMT

Texting BAL does not show you how many texts, minutes and data you have remaining as you have no active pack.

Did you have a £5 pack and at some time you did not let it renew. The £5 pack is a legacy pack & if you don't let it auto renew you can't get it again

Re: My Pay as You Go monthly pack has not renewed.

dontwantjoin11 — Sat, 13 Apr 2024 19:31:41 GMT

Thank you for your insight. You are correct, I've had the £5 pack since several years ago but my bewilderment is to why it hasn't auto renewed as it has been doing for all those years. There was credit in my account.

Also, I am still confronted with the below when I attempt 'manage payment' in my account...

Re: My Pay as You Go monthly pack has not renewed.

Leanne_T — Sun, 14 Apr 2024 07:07:42 GMT

Hi @dontwantjoin11

Thanks for coming back to us.

To get your EE account and pack looked into, please give us a call on 150 our pay as you go guides will be happy to help.

Leanne.

Re: My Pay as You Go monthly pack has not renewed.

dontwantjoin11 — Sun, 14 Apr 2024 09:11:26 GMT

Thank you for your suggestion. Despite dedicating a significant portion of yesterday afternoon to resolving the issue through the options provided by calling 150, I have been unable to rectify the fact that my subscription still remains invalidated and I am unable to access the 'manage payment' feature. Even after attempting various combinations of the 150 options offered, none have led to a solution. Additionally, the 'Contact Us' feature via the app simply redirects me to call 150, which (with reference to the above) has proven unhelpful. The closest solution provided through the 150 menu is to purchase an add-on but this only serves as a temporary stop-gap and does not address the problem. It is becoming increasingly frustrating that a company of EE's reputation and calibre does not offer recourse to resolve enquiry to an issue.

In summary, my account remains invalid despite having credit and I am prevented from accessing 'manage payment' for renewal. Any attempt to resolve the issue through the multi 150 option combinations leads to a dead end.

Re: My Pay as You Go monthly pack has not renewed.

Leanne_T — Sun, 14 Apr 2024 10:29:27 GMT

Hi @dontwantjoin11

If you call us on 150 and select account queries and hold for a guide the call will be directed to the team who can help you get this looked into.

You can also call us on 07953 966 150 from any other phone.

Leanne.

Re: My Pay as You Go monthly pack has not renewed.

dontwantjoin11 — Sun, 14 Apr 2024 11:30:43 GMT

Are you an AI Bot or an actual person? If the latter, with all due respect, what does 'hold for a guide' mean? There is no 150 option for 'account queries' and holding simply results in being advised to text 'Help' or visit the EE website (which is this site I'm current on). The call then terminates.

Here is the as near as I can achieve attempting option combinations via 150

150 --- option 2 (mobile enquiries)

Then the options are

1 Top up, 2 Packs, Info on Boosts, 3 Lost Phone, 4 Sales

On opting for either option 1 or 2 of the above results in inevitably being looped back to previous options given.

I would be delighted to be able to select 'account queries' but what is the option combination to access that please?

Re: My Pay as You Go monthly pack has not renewed.

Leanne_T — Sun, 14 Apr 2024 12:16:09 GMT

Hi @dontwantjoin11

I am sorry we have no account access on the community.

If the call is not directed to a guide when selecting packs, you can select sales and the team will be happy to help or if needed transfer the call to our pay as you go guides.

Full ways to contact us can be found on the Contact EE page.

Leanne.

Re: My Pay as You Go monthly pack has not renewed.

dontwantjoin11 — Sun, 14 Apr 2024 12:49:46 GMT

This is descending into farce. Selecting sales presents 4 options, none on investigation result in being connected to anyone, 'team' or otherwise, they are simply loops and dead ends. Holding results in again the call being curtly terminated.

How simply can I put this? How do I rectify that my subscription is invalid, (also no access to 'manage payment) when there is no assistance recourse via site, phone or text?

'Full ways to contact us can be found on the Contact EE page' is where I initially started this punitive embroilment yesterday, and thorough investigation of the options there lead to dead ends or ring 150.

Is there actually any way you're able to assist me other than funnelling back to advise I ring 150?

Re: My Pay as You Go monthly pack has not renewed.

dontwantjoin11 — Sun, 14 Apr 2024 13:13:42 GMT

Also, your suggested procedure above, to enable me to contact 'the team'; am I not already in contact with a member of the team, i.e. you? If your advice and suggestion is ultimately to enable me to access the 'pay as you go guides', cannot you simply tell me the relevant advice contained therein in order that I am then able to resolve the problem?

Re: My Pay as You Go monthly pack has not renewed.

XRaySpeX — Sun, 14 Apr 2024 13:08:11 GMT

Why are you trying to access "Manage Payment"? I see no such link in online PAYG EE a/c. What's your purpose? If you're trying to top-up, choose "Top-ups".

Re: My Pay as You Go monthly pack has not renewed.

XRaySpeX — Sun, 14 Apr 2024 13:15:09 GMT

No, not the CS team who have full access to your specific a/c. The Community Staff here, like us ordinary users, have no access to your a/c.

Re: My Pay as You Go monthly pack has not renewed.

dontwantjoin11 — Sun, 14 Apr 2024 13:39:33 GMT

Thanks for the question.

Issue: my account has not renewed. Previously this was done automatically from bank account direct debit but I no longer have that bank account. Anticipating that payment may not default straight back to my (in credit) account, (which was the situation in the past), I wished to access 'manage payment' in order for check that it would indeed do so. Well, as you've noticed, I'm prevented from accessing 'manage payment'. So, account was unable to access direct debit but gave no recourse for me to inform of change of payment. The premise would appear that EE anticipate their customers never having cause to change payment details, ever!

Re: My Pay as You Go monthly pack has not renewed.

XRaySpeX — Sun, 14 Apr 2024 13:49:00 GMT

You don't pay PAYG by DD. You might be paying by Direct Card Payment.

If you want that then in your online MyEE a/c: Home > View full usage > Your Pack > Choose this pack (Not necessarily 'this' pack) > 'Choose' a pack of the offered packs > Pay by card. Get 10% off > Fill in card details.

Why have been chasing "Manage Payment" when it doesn't exist? What prompted you to to look for that?

Re: My Pay as You Go monthly pack has not renewed.

dontwantjoin11 — Sun, 14 Apr 2024 13:59:30 GMT

I do pay PAYG by direct debit (well, standing order). It's a legacy EE account I signed up to many years ago that they no longer offer., that's particularly why I'm annoyed it's been invalidated.

Re: My Pay as You Go monthly pack has not renewed.

XRaySpeX — Sun, 14 Apr 2024 14:06:09 GMT

SO isn't DD. Completely diff rules. I can't see you can pay by SO nowadays if you ever could cuz it can't be directed at a mobile no.

Anyway I've given you the current way of setting-up auto payments.

Re: My Pay as You Go monthly pack has not renewed.

dontwantjoin11 — Sun, 14 Apr 2024 14:28:02 GMT

You've given me the current way of setting up auto payments? What is it that you've done? I no longer see the option for 'manage payment', there's just an option for Top ups. I don't need to top up, my account is in credit.