topic Re: buying a pack in Pay as you go

buying a pack

mockno1 — Wed, 09 Oct 2024 10:42:30 GMT

i topped up my EE sim card but when trying to buy a pack it keeps saying prepaid packs error,im trying to use the credit i have on my sim account to purchase the pack,i also tried using bank card

Re: buying a pack

Christopher_G — Wed, 09 Oct 2024 13:39:46 GMT

Hi @mockno1

Welcome to the community

If you text AL to 150, what does the reply say?

Chris

Re: buying a pack

XRaySpeX — Wed, 09 Oct 2024 19:22:54 GMT

Have you tried texting ALL PACKs to 150 & selecting the 1 you want?

Re: buying a pack

mockno1 — Sun, 13 Oct 2024 13:38:59 GMT

it says cant send message

Re: buying a pack

Michael_D — Mon, 14 Oct 2024 08:10:23 GMT

Thanks @mockno1

Have you used the SIM recently before topping it up this time? If it hasn't been used for more than 6 months, it may be in hibernation.

Michael

Re: buying a pack

mockno1 — Mon, 14 Oct 2024 08:19:06 GMT

i just use it as a spare secondary sim from time to time,how can i bring it out of hibernation,

Re: buying a pack

Michael_D — Mon, 14 Oct 2024 08:24:23 GMT

@mockno1 You'd need to speak to our customer service guides over the phone so they can check to see if it is in hibernation and if it is, see if they can remove it.

If it isn't in hibernation, they can see what else can be happening and help add the pack.

You can see how to reach the team from any phone on our Contact Us page.

Michael

Re: buying a pack

mockno1 — Mon, 14 Oct 2024 08:39:09 GMT

i pop my ee sim card into my phone and try to launch the ee app it says theres been an error soi connect to ee website and it tells me i have £15 credit,which i put on it last week,i click on purchase a pack and choose the £15 pack then i click on top up and pay by credit then it says pre paid packs error everytime,ive tried choosing a £10 pack but just the same pre paid packs error.i have £15 of credit so sim card must be getting recognised,if i try to call it says i dont have enough credit to make a call and it wont text either

Re: buying a pack

Michael_D — Mon, 14 Oct 2024 08:44:13 GMT

It would be best to speak to our customer service guides so they can see exactly what is happening @mockno1

If it has gone into hibernation, the SIM is still active but suspended so cannot be used.

Michael

Re: buying a pack

mockno1 — Mon, 14 Oct 2024 08:49:51 GMT

i was trying that yesterday but it was puttng me thru to a top up line,i`ll try again today thanks

Re: buying a pack

mockno1 — Mon, 14 Oct 2024 09:06:30 GMT

idid what you said and contacted services and yes it was in hibernation mode so they`ve reactivated the sim and im good to go,thanks so much

Re: buying a pack

Michael_D — Mon, 14 Oct 2024 09:09:47 GMT

Brilliant, thanks for the update @mockno1.

I'm glad to hear it is all sorted.

You just need to make sure there is some chargeable usage once every 6 months to keep it from going into hibernation, but even if it does, you can call up again to have it activated again within 3 months.

Michael