topic Re: Unable to change or continue using the packs in Pay as you go

Unable to change or continue using the packs

pann_05 — Sun, 22 Sep 2024 12:17:25 GMT

am unable to change my SIM pack. I'm using a pay-as-you-go SIM that I bought from EE at the airport. Despite sending "PACK10" followed by "YES" via SMS, I did not receive a response. I also tried to change it through the website, but I keep getting the error message: "Sorry, we were unable to complete your request right now. Please try again later."

Re: Unable to change or continue using the packs

XRaySpeX — Sun, 22 Sep 2024 12:42:14 GMT

Where are you?

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

Re: Unable to change or continue using the packs

pann_05 — Sun, 22 Sep 2024 13:20:40 GMT

I'm in Thailand right now, but I have to travel to UK soon. Not sure what you mean by texting AL to 150?

Re: Unable to change or continue using the packs

Peter_W — Sun, 22 Sep 2024 13:29:06 GMT

Hey @pann_05, welcome to the EE Community!

When was it you purchased your SIM, and was this at an airport in the UK or one in Thailand?

To follow on from what @XRaySpeX mentioned, sending a text with AL to 150 will let you know how much credit you have, along with your pack allowances if you have one active.

Peter

Re: Unable to change or continue using the packs

pann_05 — Sun, 22 Sep 2024 13:43:55 GMT

I bought it in the UK

Re: Unable to change or continue using the packs

pann_05 — Sun, 22 Sep 2024 13:57:12 GMT

I bought it around 20th September last year in UK airport

Re: Unable to change or continue using the packs

Northerner — Sun, 22 Sep 2024 14:14:27 GMT

Hi @pann_05

Did you use the SIM in the UK. EE Sims need to be activated in the UK.

If you did activate and use the SIM in the UK when did you last make a chargeable call or text.

Thanks

Re: Unable to change or continue using the packs

pann_05 — Sun, 22 Sep 2024 14:20:54 GMT

I used the same SIM for a year while I was a first-year student. The last time I used it was around three months ago when I went back for summer break. There are still money in the account though.

Re: Unable to change or continue using the packs

XRaySpeX — Sun, 22 Sep 2024 14:39:41 GMT

I read it that you bought it at a UK airport on your way out to Thailand.

Re: Unable to change or continue using the packs

pann_05 — Sun, 22 Sep 2024 15:23:59 GMT

I bought it at an UK airport on my way into the UK

Re: Unable to change or continue using the packs

XRaySpeX — Sun, 22 Sep 2024 18:21:33 GMT

Let me get this clear. You bought this PAYG SIM some time ago in the UK & used it for some time in UK. Now you are in Thailand & find it doesn't work there & you can't buy a pack for it. Is that right?

Re: Unable to change or continue using the packs

pann_05 — Sun, 22 Sep 2024 23:21:09 GMT

I bought this SIM card when I went to study in the UK. Now, I'm in Thailand for my summer break and preparing to return to the UK. I want to keep using this number because it’s linked to many accounts. However, when I try to purchase a pack on this number through the website or app, I encounter an error "Sorry, we were unable to complete your request right now. Please try again later." every time.

Re: Unable to change or continue using the packs

XRaySpeX — Mon, 23 Sep 2024 02:12:36 GMT

How long you've been in Thailand?

Sounds like your PAYG SIM may have gone into hibernation due to non-use.

When did you previously make a chargeable action? EE PAYG SIMs are deactivated after 6 months of non-chargeable use. You then have a further 3 months period of grace 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: Unable to change or continue using the packs

pann_05 — Mon, 23 Sep 2024 02:57:38 GMT

I made a 20 pound top up yesterday and it is still giving me errors like before. I want to buy a pack but it doesn't let me it just goes quiet after typing 'PACK10' and 'YES' to 150.

Re: Unable to change or continue using the packs

pann_05 — Mon, 23 Sep 2024 07:41:04 GMT

Hi, so I resolved this issue. I called the EE service, and the receiver was really nice; she explained that because I'm on the old plan there were some error with the system. So she switched my old outdated plan to a new one and it's all resolved now.