topic Re: £10 Everything Pack in Pay as you go

£10 Everything Pack

SarahEllis — Thu, 03 Oct 2024 12:15:02 GMT

I topped up my phone last night with enough credit for my pack to automatically renew.

Today, my £10 everything pack did NOT renew itself, despite there being £10 on my phone.

I had masses and data built up also and obviously, this has not renewed either.

Where is my pack?

Re: £10 Everything Pack

XRaySpeX — Thu, 03 Oct 2024 14:54:44 GMT

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

Re: £10 Everything Pack

SarahEllis — Thu, 03 Oct 2024 15:13:53 GMT

It says, your current balance is £10.00. Your last top up was £10.00 on 02/10/2024.

My pack has STILL NOT RENEWED.

Re: £10 Everything Pack

XRaySpeX — Thu, 03 Oct 2024 16:53:21 GMT

What does your online MyEE say about your current Pack, allowances & credit? It'll be on the Home > View Full Usage page.

Re: £10 Everything Pack

SarahEllis — Thu, 03 Oct 2024 18:27:50 GMT

It says I have £10.00. The pack did not renew though as it said I didn't have enough credit.

There is £10.00 on my phone though.

Going round in circles here.

Re: £10 Everything Pack

Michael_D — Fri, 04 Oct 2024 09:25:06 GMT

Hi @SarahEllis

If the credit is showing as available, can you try to text NOW to 150 to activate the pack?

Let me know how that goes.

Michael

Re: £10 Everything Pack

SarahEllis — Fri, 04 Oct 2024 12:25:58 GMT

Nearly an hour on the phone to EE. Still not resolved to be honest. Texting Now to 150 fired back that I don't have enough credit for my pack to renew.

I DO NOT WANT TO CHANGE TO A DIFFERENT ONE.

There is TEN POUNDS CREDIT on my phone. I also had built up a THOUSAND MINUTES of call time and NINE GIGABYTES of data.

Still no sign of anything.

NOBODY CAN HELP.

I've been with EE for almost TEN YEARS.

Re: £10 Everything Pack

Michael_D — Fri, 04 Oct 2024 13:08:27 GMT

I am sorry that you are still having trouble @SarahEllis.

If that didn't work, the next step I would have suggested would have been to call.

What did the team say when you were speaking to them?

Michael

Re: £10 Everything Pack

SarahEllis — Fri, 04 Oct 2024 13:33:48 GMT

Firstly, I'll close this query now, as I have my pck for this month.

The call handler tried various things and held the call a few times to speak with technical support.

They suggested texting NOW. That didn't work. They could see the credit on my account, pressed a few more buttons and finally just told me to wait up to 72 hours for my balance to update.

They even suggested a different plan. I'm not losing all that data and calls though.

I had an idea shortly after ending the call. I topped up a further £5.00. Within seconds, my pack renewed and my balance updated with all my allowances, plus the extra £5.00 I had credited.

It would appear to me that the top up system has been broken once again.

Resolved for now.

Re: £10 Everything Pack

SarahEllis — Mon, 07 Oct 2024 13:30:33 GMT

It appears that it's not the end of things here. Odd.

Checked earlier to find THIRTY-TWO text messages from 150. Apparently, my old pack has been cancelled and replaced with the £10 Subscription Pack. Eh? Never asked for it. The extra £5 I had credited has also disappeared mysteriously.

Then I noticed that all of my boosts are currently in place, giving me 1250 minutes and 15GB of data.

I wonder how long I will keep all of these boosts for.

Obviously, the system is still messed up somewhere.

Re: £10 Everything Pack

Linzi_H — Mon, 07 Oct 2024 15:53:12 GMT

Hi @SarahEllis

This does sound rather odd indeed!

I think the best thing to do is to contact us directly so our Pay As You Go team can double check what is happening in the background.

Linzi

Re: £10 Everything Pack

SarahEllis — Mon, 07 Oct 2024 16:34:51 GMT

Kinda gave up the other day. I was on the phone for nearly an hour with my original query. I will see how this one goes in the meantime I think. I'm not really complaining if I've ended up with almost double data and 25% extra minutes.

All my original boosts seem to be still there for now.

Re: £10 Everything Pack

Linzi_H — Mon, 07 Oct 2024 16:48:01 GMT

That's a long time to be on the phone @SarahEllis, and I'm so sorry that you're not any further forward.

If you've ended up with a bit more that's brilliant, but I would say to get it double checked when you have some free time.

If you don't get any resolution over the phone, you're very welcome to reach out to our complaints team through the web form.

Linzi 😊

Re: £10 Everything Pack

XRaySpeX — Mon, 07 Oct 2024 18:50:03 GMT

The £10 Everything Pack is a legacy pack no longer sold. Probably EE is no longer renewing it & so switched you to a current £10 pack which as you noticed is more generous than your old pack.

You will always keep the Free Boosts you earned from your legacy pack. With the new you may only earn up to 6 additional boosts of 500MB data each every 2 months.

Dunno what happened to your extra £5 tho'.