topic Re: Problem with add Minutes in Pay as you go

Problem with add Minutes

Moker — Fri, 28 Jun 2024 14:27:54 GMT

I topped up my account with 10 pounds. Under the Home tab, I selected "manage your plan." In the "Your allowances" field, I selected Get an add-on in Minutes but for the past 2 days I have been seeing in this tab "ERROR TO PURCHASE ADDRESSES.
We are working to fix this page. In the meantime, find help at ee.co.uk/help" is this a known problem?

Re: Problem with add Minutes

Leanne_T — Fri, 28 Jun 2024 15:05:17 GMT

Hi there @Moker

Thanks for coming here 🙂

When was the last time the SIM card was used to make a chargeable call or text?

Before the top up of £10, when was the last time you topped up?

Leanne.

Re: Problem with add Minutes

XRaySpeX — Fri, 28 Jun 2024 15:15:02 GMT

Try texting ADD MINS to 150 instead.

Re: Problem with add Minutes

Moker — Fri, 28 Jun 2024 16:05:43 GMT

I wanted to do it for the first time

Re: Problem with add Minutes

XRaySpeX — Fri, 28 Jun 2024 16:18:07 GMT

So what's stopping you?

Re: Problem with add Minutes

Leanne_T — Fri, 28 Jun 2024 16:55:13 GMT

Hi @Moker

Have you tried sending the text as @XRaySpeX advised?

Can you text BALANCE to 150 and let us know the full reply?

Leanne.

Re: Problem with add Minutes

Moker — Sun, 21 Jul 2024 22:56:53 GMT

When I click “download add-on” in the DATE, MINUTES, TEXT tab I get the ifnormation “ADD-ON ERROR.
We are working on fixing this page. In the meantime, find help at ee.co.uk/help”

Re: Problem with add Minutes

Moker — Sun, 21 Jul 2024 22:58:50 GMT

I can't do it, it receives a message sending error. The range has all full dashes. When I call my wife on a Polish number, I hear a signal but my wife does not receive the call.

Re: Problem with add Minutes

Leanne_T — Mon, 22 Jul 2024 06:48:56 GMT

Hi @Moker

Are you in the UK?

Before this time, how long ago did you last use the SIM card to make a chargeable call or sent a text?

Leanne.

Re: Problem with add Minutes

Moker — Mon, 22 Jul 2024 22:31:50 GMT

At the moment, no.

Unfortunately, but I don't remember. I wanted to recharge my account for the first time. Previously, I only received text messages

Can't the credit I've recharged be used to purchase minutes?

Re: Problem with add Minutes

Leanne_T — Tue, 23 Jul 2024 07:18:55 GMT

Hi @Moker

If you haven't used the SIM for awhile the account will go into hibernation.

Please see our What is pay as you go and flex hibernation, and how do I stop it? - The EE Community article, for information and next steps 🙂

If you have used the SIM and this is not in hibernation, did you use the SIM card in the UK before travelling abroad?

Leanne.