topic Re: £5 free credit offer in Pay as you go

£5 free credit offer

44RT — Sun, 07 Apr 2024 16:14:33 GMT

I received a Text from ee offering me £5 free credit if I accepted, which I did and received a further Text saying that the offer had been added to my account and that I had 7 days to top-up with a minimum of £5 which I did and subsequently received a Text acknowledgement. However, my account does not show this free credit, only my top-up payments. Please advise. Thank you.

Re: £5 free credit offer

XRaySpeX — Sun, 07 Apr 2024 17:31:54 GMT

@44RT : What does texting AL to 150 from your no. fully report verbatim (it is free)?

Re: £5 free credit offer

44RT — Sun, 07 Apr 2024 18:20:54 GMT

It just gives my balance, ie. the remaining money that I have paid in and does not include therefore the £5 credit offer.

Re: £5 free credit offer

James_B — Mon, 08 Apr 2024 07:52:24 GMT

Hi @44RT,

If your promotional credit still hasn't been added, please get in touch on 150 so a member of the team can take a look at your account.

Thanks 🙂

James

Re: £5 free credit offer

Keelyann — Mon, 08 Apr 2024 09:05:38 GMT

I need credit to ring the doctors

Re: £5 free credit offer

James_B — Mon, 08 Apr 2024 10:58:47 GMT

Welcome to the EE Community, @Keelyann

Please see How to top up a pay as you go phone | Mobile Help | EE for help with adding credit to your phone.

James

Re: £5 free credit offer

44RT — Tue, 09 Apr 2024 16:35:58 GMT

James,

I followed your advice yesterday and sent a Text message to 150 but there has been no response from ee. I'm beginning to wonder if the promotional credit was just a ruse on their part to get me to pay £5 into my account.

Re: £5 free credit offer

Leanne_T — Tue, 09 Apr 2024 17:16:09 GMT

Hi @44RT

Have you text BALANCE to 150? The reply will show how much credit you have on the account. If this is not showing, please call us on 150 to get the offer looked into.

Leanne 🙂

Re: £5 free credit offer

44RT — Wed, 10 Apr 2024 11:03:35 GMT

150 gives me the balance but it does not include the £5 offer and confirmed by checking my account via the internet. I have been unable to discover how you speak to a human being at 'ee' as there didn't seem to be this option.

Re: £5 free credit offer

Leanne_T — Wed, 10 Apr 2024 12:06:28 GMT

Hi @44RT

If you call 150 and select account queries, the call will be transferred to one of our mobile guides.

Leanne.

Re: £5 free credit offer

HYT001 — Fri, 10 May 2024 10:24:55 GMT

No answer for you, sorry, but the same thing happening to me now. No extra credit added on to my balance apart from the amount I paid for myself. Still getting texts about the special top-up offer, about 5 of these texts since I accepted and topped up! It worked last year when I had the same offer, but this time round, I suspect it won’t work. Frustrating and will see if I can get through to a human on 150

Re: £5 free credit offer

44RT — Sat, 11 May 2024 16:55:26 GMT

Thanks for your reply.

It's not just me then! I got absolutely nowhere using the 150 route. There was no way that I could see how to speak to a human being; I don't think they exist at 'ee'! In the end I gave up after deciding that it was all a trick to get me to put £5 into my account. One thing is for sure and that is, should I ever buy a smartphone then I certainly will not be using 'ee' as the service provider. When you get to my age, good customer service is a top priority.

Re: £5 free credit offer

bristolian — Sat, 11 May 2024 17:51:20 GMT

@44RT wrote:

should I ever buy a smartphone then I certainly will not be using 'ee' as the service provider. When you get to my age, good customer service is a top priority.

There's some other angles here. There's plenty of providers who have worse customer-service ratings than EE and the grass may not always be greener.

A smartphone without a good underlying network is a far worse prospect.

Re: £5 free credit offer

44RT — Sat, 11 May 2024 19:18:07 GMT

Don't worry. I would be doing serious research before taking the plunge! But anyway, thanks for pointing out that I also have to take into account the quality/reliability/coverage of the network.

Re: £5 free credit offer

HYT001 — Mon, 13 May 2024 13:00:44 GMT

Update! I got a reminder to top up for the offer to be activated, so since I needed a bigger balance anyway as I have a busy week ahead. I again topped up £5, thinking that I may have topped up too soon the first time. No, the system is just rubbish! I have since sent texts but my own paid for balance was deducted. I have made a complaint to ee, but it will typically take them 7 days to reply. I’m not holding my breath.

Apart from this, I have found ee has good network coverage and they are one of the companies that allow £5 top ups and do not remove your account if there’s only light usuage. Newer phone companies will re-allocate my number if there is no activity for a while, even if I have a credit balance! Lost £9 this way via giff gaff! I prefer the convenience of payg rather than contract. I’m old so do not need to be on my phone or online, all day for everything.

Re: £5 free credit offer

XRaySpeX — Mon, 13 May 2024 13:16:42 GMT

@HYT001 wrote:

Newer phone companies will re-allocate my number if there is no activity for a while, even if I have a credit balance!

So will EE! If you have no chargeable activity for 6 months your PAYG SIM will go into hibernation. You then have 3 month's grace to get it back before you lose it completely.

Re: £5 free credit offer

tachbrook — Tue, 14 May 2024 10:41:15 GMT

The exact same thing has happened to me. I have topped up and not received my £5 credit.

However, I have now received a text from EE saying 'as you have not made a chargeable call/text for 6 months, you will now lose any remaining credit . Your number will also be disconnected in the next 3 months.

This is an untrue statement.

Can anybody advise how I can try and get this sorted. You ring the number and there is not an option to speak to anybodtdy to try to resolve matter

Re: £5 free credit offer

Katie_B — Tue, 14 May 2024 13:04:09 GMT

Hello @tachbrook.

Thanks for coming here.

When did you Top Up?

Did you call our customer care team on 07953 966 150?

Speak soon,

Katie

Re: £5 free credit offer

HYT001 — Tue, 14 May 2024 13:09:21 GMT

Call 150, or in my case, make a formal written complaint.

https://ee.co.uk/contact-ee/complaint

I filled in the online Complaint form yesterday and they texted today to say they were going to call me soon. Then they called after a few minutes and asked me a couple of security questions and then passed me to the PAYG team. I have now got the £5 offer added. They were helpful and friendly. As for the bit about disconnection, you (and they) can view online what chargeable calls/texts you have made recently and therefore they should also be able to resolve this for you. Good luck!

Re: £5 free credit offer

HYT001 — Tue, 14 May 2024 13:14:12 GMT

Yes, thanks for clarifying that.

I think EE’s 9 months is much better than the 3 months that giff gaff provided. They did send one email reminder and I should have acted upon it, so I accept that it was my fault.