topic Re: Can't add PAYG packs in Pay as you go

Can't add PAYG packs

vipers — Thu, 01 Aug 2024 13:24:02 GMT

After a long stint in hospital and simply not using it, my PAYG sim is now restricted.

I tried calling 150, which told me I needed to top up to make the call.

I topped up using the website, but still tells me I need to top up to make the call.

So, I tried converting the credit in to a pack. It won't allow me to do so.

What do I need to do to get my sim unrestricted? I don't have access to another phone

Re: Can't add PAYG packs

XRaySpeX — Thu, 01 Aug 2024 14:29:59 GMT

@vipers : Hope you are well now.

How long was your stint in hospital? Sounds like your PAYG SIM has gone into hibernation.

When did you last use it for a chargeable action? EE PAYG SIMs are deactivated after 6 months of non-chargeable use. You then have a further 3 months to call EE to reactivate it before it is lost completely.

You needed to make a chargeable action like making a chargeable call or text, topping up or buying a Pack or Add-on, not just using your mins, texts or data from your pack.

Re: Can't add PAYG packs

vipers — Thu, 01 Aug 2024 14:41:58 GMT

Yes, after posting I discovered the advice page, and that is what it said - https://ee.co.uk/help/mobile/manage-use/pay-as-you-go/pay-as-you-go-credit-run-out-when-i-havent-made-calls

However that advice is wrong.

I have credit, but every time I try to make a call to 150 or any other number I get an automated message which says:

"Hi there, it looks like you don't have enough credit to make this call right now. You'll need to top up first"

In other words, there is no way to get the sim out of hibernation. I can't even contact customer services.

Re: Can't add PAYG packs

XRaySpeX — Thu, 01 Aug 2024 14:50:28 GMT

It's not a matter of having credit but of when you previously topped-up. Once the SIM has gone into hibernation it is too late topping-up to reactivate it.

Re: Can't add PAYG packs

vipers — Thu, 01 Aug 2024 15:06:11 GMT

Ok, so under "Why has my account gone into hibernation?" on the linked advice page clearly states:
"Don’t worry, at this point it’s not too late to reinstate your number and credit – you just need to call us to reinstate your account. Call 150 from your EE phone"

Per that advice I called 150, and it told me I needed credit to call 150. So I topped up but I still can't contact 150 because it still says I require credit.

Therefore the that advice is wrong.

You might say "Aha! But in addition to advising calling 150 the page also provides another number which can be called from any phone" However, that doesn't apply to me as I don't have access to another phone. Plus, it is a distraction because the page clearly says that calling 150 while the phone is in hibernation is an option.

Either the advice to call 150 is unintentionally wrong, or it is purposefully wrong - a dark pattern designed to get customers to spend money with no service provided by EE in return.

However, I don't want to discuss the terrible optics. I just want to know what my options are since the advice given is wrong.

Re: Can't add PAYG packs

XRaySpeX — Thu, 01 Aug 2024 15:31:05 GMT

I would guess you can only use any credit that was built up before it went into hibernation.

I'm surprised that you could even make a call from it. If you are able to you could try calling EE Sales on +44 800 956 6000 (option 2 > option 4) . That might not require any credit.

Re: Can't add PAYG packs

vipers — Thu, 01 Aug 2024 15:48:40 GMT

I cannot call any number without the "You'll need to top up first" message

Is there any way an EE employee on here can get customer services to call me?

Re: Can't add PAYG packs

Katie_B — Thu, 01 Aug 2024 15:53:26 GMT

Hi @vipers.

We have no account access here on the community.

Are you able to visit your local EE Store?

Katie

Re: Can't add PAYG packs

vipers — Thu, 01 Aug 2024 16:01:46 GMT

My local store has closed down and the next closest is a bit of a trip.

Will they definitely be able to fix this issue in store?

Re: Can't add PAYG packs

XRaySpeX — Thu, 01 Aug 2024 16:05:29 GMT

Certainly not if you haven't used it for more than 9 months.

Re: Can't add PAYG packs

vipers — Thu, 01 Aug 2024 16:22:20 GMT

It has apparently been less than 7 months - When I returned home from hospital I dismissed all notifications, never thinking that there might be one notifying me of a phone service issue, but I do have a text dated 8th of July which states:

"Hi, as you haven't made a chargeable call/text or used data for six months, you will now lose any remaining credit (as per our terms and conditions). Your number will also be disconnected in the next three months and we'll text you beforehand to let you know. Please call us on 150 if you would like to discuss this."

It would appear that your theory that you can only use credit built up prior to hibernation is incorrect as all remaining credit is wiped at the point of hibernation. Plus this is another example of incorrect advice - call 150 - in this case not even including an alternative number. This is a breaking UX issue guys, you really should escalate it if you can.

So, to confirm I won't waste a trip - Will they be able to resolve this in-store at 6 months and 24 days?

Re: Can't add PAYG packs

XRaySpeX — Thu, 01 Aug 2024 16:41:04 GMT

Possibly if it has been between 6 & 9 months idle.

@vipers wrote:

It would appear that your theory that you can only use credit built up prior to hibernation is incorrect as all remaining credit is wiped at the point of hibernation.

So it would seem but how do you account for your EE a/c showing £10 credit if it's been confiscated as per that text?

I don't escalate things other than on here. I'm just a user like you.

Re: Can't add PAYG packs

vipers — Thu, 01 Aug 2024 18:38:55 GMT

Any remaining credit was presumably nullified on the 8th of July. On calling 150 today I got the automated message that I needed to add credit to call 150. The £10 was then added, but to no avail.

Hence the escalation suggestion to Katie_B since EE's advice in both automated texts and the website is incorrect due to the account recovery process being broken because of the inability to call 150.

Re: Can't add PAYG packs

Leanne_T — Fri, 02 Aug 2024 07:14:04 GMT

Morning @vipers

To speak to on of our pay as you go guides please call us from any other phone on 0800 956 6000 and the team will be happy to help.

Leanne.