topic Re: Error message when trying to purchase a new add-on in Pay as you go

Error message when trying to purchase a new add-on

Keziah4 — Sun, 02 Jun 2024 09:57:16 GMT

Hi, I am getting an error message when trying to purchase a new Unlimited Data add-on. First I was told I needed £50 credit to purchase an add-on which used to cost £40. When I checked the ADD DATA option, it still said UNL DATA add-on costs £40. Anyway, I topped up my credit and tried again, only to get a new error message saying, "Sorry, there has been a problem and we cannot add this add-on, please try again later." Now every time I try, I get this same error message. What is going on?

Re: Error message when trying to purchase a new add-on

Christopher_G — Sun, 02 Jun 2024 13:10:40 GMT

Hi @Keziah4

Welcome to the community

Is it available on the add-on hub?

Chris

Re: Error message when trying to purchase a new add-on

Keziah4 — Mon, 03 Jun 2024 10:42:52 GMT

So this morning I phoned the EE Customer Support Team on 0044 800 079 8586 (that is a Freephone number) and, after the usual 4 or 5 steps through the automated menu, got straight through (no wqiting!) to a lovely chap who sorted it all out for me over the phone, and downloaded my new Unlimited Data add-on (£40) to my phone. Happy now!

Hopefully I'll be able to buy a new add-on by text next month as usual, but if not, I'll know what to do.

Re: Error message when trying to purchase a new add-on

Keziah4 — Mon, 03 Jun 2024 10:48:00 GMT

Hi Chris, I have just replied to my own query with the (or at least a) solution. I phoned the Customer Support Team and a nice chap sorted it out for me over the phone really quickly. Still not sure what the problem is with buying via text message, but this solution by-passed it. Great relief to have internet access again!

Thanks for replying to me!

Keziah

Re: Error message when trying to purchase a new add-on

Leanne_T — Mon, 03 Jun 2024 10:53:28 GMT

Thanks for coming back and letting us know @Keziah4

Leanne 🙂

Re: Error message when trying to purchase a new add-on

jp0464 — Wed, 19 Jun 2024 11:43:17 GMT

I am getting the usual error message that I cannot purchase add-ons minutes for my mobile. I have been trying since the beginning of June and it is still not resolved. I have only wifi access so the links given do not work.

Can you please advise when the service will be back and also how can I purchase the minutes now ( I am away next week)

Re: Error message when trying to purchase a new add-on

Katie_B — Wed, 19 Jun 2024 12:06:55 GMT

Hello @jp0464.

Thanks for coming here.

Are you able to purchase via this link HERE?

Katie

Re: Error message when trying to purchase a new add-on

jp0464 — Wed, 19 Jun 2024 12:32:51 GMT

no it says site cannot be reached

Re: Error message when trying to purchase a new add-on

Katie_B — Wed, 19 Jun 2024 12:41:19 GMT

Hi @jp0464.

Are you able to speak with our customer care team on the free number provided above?

The team should be able to help with purchasing an add-on and investigating this further.

Katie

Re: Error message when trying to purchase a new add-on

jp0464 — Wed, 19 Jun 2024 12:42:03 GMT

ok I will give it a try

Re: Error message when trying to purchase a new add-on

Mark1391 — Wed, 19 Jun 2024 21:27:22 GMT

Hi this is happening to me I can’t access the £40 unlimited data add on then says £50 and then saying error can u help me

Re: Error message when trying to purchase a new add-on

ascott124 — Thu, 20 Jun 2024 05:01:52 GMT

I am having the same issue with buying a roaming add on. It’s a pain to have to call every and every time I tell them there’s an issue they say I can text but the text service doesn’t work either. It’s been going on for months now.

Re: Error message when trying to purchase a new add-on

Keziah4 — Thu, 20 Jun 2024 23:02:27 GMT

Hi, the only current solution seems to be to phone the EE Customer Support Team on 0044 800 079 8586 (that is a Freephone number) , and they will download the add-on to your phone. You have to go through a few menu hoops until you can speak to a real human being, but they are very helpful when you finally get there. I paid £40 as usual for my add-on, despite the original message telling me it was now £50.

Hope this works for you!