topic Re: "Prepaid Packs Error" page in Pay as you go

"Prepaid Packs Error" page

CJH53 — Mon, 24 Jun 2024 16:19:57 GMT

Have a SIM that went into "hibernation". Called E and got it reactivated. Account is functional and I have been able to top up (twice!). BUT: cannot convert top-up into subscription pack, nor will buying a subscription pack directly by card go through. Every time I get a "Prepaid Packs Error" page. My phone will not allow me to make any calls or send any texts, including to E. Calling I get the message "You have no minutes". Texts are simply "not delivered" red exclamation mark. Looking through forums I notice this has been a problem for years and no E-person appears to have really addressed it. Thoughts?

Re: "Prepaid Packs Error" page

Northerner — Mon, 24 Jun 2024 17:17:18 GMT

Hi @CJH53

It sounds like your account isn't reactivated or will need to reactivated on the UK EE network.

Thanks

Re: "Prepaid Packs Error" page

CJH53 — Mon, 24 Jun 2024 19:37:39 GMT

Thanks for replying! I already called EE Customer Service and they claimed to have reactivated the account manually prior to this experience.

Re: "Prepaid Packs Error" page

CJH53 — Tue, 09 Jul 2024 17:32:36 GMT

Yeah this has been a problem on here for years. Have you left a PAYG account inactive for over three months? That seems to be the major cause as far as I can tell. That Prepaid Pack Error page has been up for years, indicating that the company knows there’s a problem but is too indifferent to fix it.

I’ve called many times, visited EE stores on three occasions, and posted here before. You’ll just get fobbed off. It’s a major technical glitch EE has no intention of resolving. Eventually you give up and they will zero out your account after three months of inactivity, taking your top up cash shamelessly. Then you have to start again with a new account. I recommend leaving EE now and writing a complaint.

Re: "Prepaid Packs Error" page

CJH53 — Tue, 09 Jul 2024 17:37:58 GMT

I have not found this to be true. I topped up from abroad and my number was nonetheless put into hibernation. EE also zeroed out my balance. But when I called and made a fuss the number was « reactivated ». But then I fell into the nightmare of the Prepaid Pack Error page where the account still clearly exists but all activity is impossible.

Strongly recommend **leaving EE** if you have a PAYG that you only use intermittently. I wasted so much time trying to get a fix.

Re: "Prepaid Packs Error" page

CJH53 — Tue, 09 Jul 2024 17:40:44 GMT

Longstanding problem EE has no intention of fixing. I have an identical problem and I’ve tried EVERYTHING. Recently I gave up and accepted that EE is going to steal my £20 and I cannot make them address it. People have been posting on here for years about this.

Re: "Prepaid Packs Error" page

Hannahvw — Sun, 14 Jul 2024 21:50:11 GMT

Did you manage to get this sorted, ee said to me they restarted mine and topped but but I can't make calls, contact 150 or buy a pack

Re: "Prepaid Packs Error" page

Katie_B — Mon, 15 Jul 2024 06:17:08 GMT

Hi @Hannahvw.

When did our customer care team reactivate your SIM?

Are you abroad?

Katie

Re: "Prepaid Packs Error" page

CJH53 — Wed, 17 Jul 2024 17:17:15 GMT

I called from Canada to reactivate the SIM, went to the UK, went to EE stores on three occasions, called EE several times, put yet more money into my PAYG account, and predictably I am in the same position as the many, many other people on this site who cannot make calls or use their phones. Like Hannahvw, I couldn't make any calls, couldn't buy a subscription pack, basically couldn't get the phone to work at all. EE won't fix it. this is a known error.

I have given up and switched to another provider. I would like to close my EE account and get the 20 quid sitting in my top-up account back. How do I do that?

Re: "Prepaid Packs Error" page

XRaySpeX — Wed, 17 Jul 2024 19:48:35 GMT

PAYG credit is not refundable nor transferable, except for the 1st unspent direct card payment.