topic Re: PAYG Updates ? why have options disappeared from the interface menu. Urgent ! in Pay as you go

PAYG Updates ? why have options disappeared from the interface menu. Urgent !

FR06 — Mon, 12 May 2025 10:38:27 GMT

Hi, all

I am using a PAYG phone and i am wondering whether you have forced another rule on PAYG users whereby the data options appear restricted to two choices only . a 30 days use for £20 and unlimited for £50 . Other 2 options included the weekly, daily and monthly for £6.00 and they have all vanished from the interface overnight without prior notice. And i had renewed my monthly data usage on the 30th of April. All of it GONE .

I am wondering what is happening here. I want the data that i paid for back . Guide me through this

Regards,

Re: PAYG Updates ? why have options disappeared from the interface menu. Urgent !

XRaySpeX — Mon, 12 May 2025 10:59:12 GMT

Since late April the PAYG data add-ons were extended to all users regardless of whether they had a pack or not or what pack they had active:

What does texting ADD DATA to 150 offer you?

Re: PAYG Updates ? why have options disappeared from the interface menu. Urgent !

FR06 — Mon, 12 May 2025 18:50:29 GMT

Hi, Team

i restarted the device a couple of times . Below is a screenshot of the options i am being given . None of these look like the ones you listed . What should i do.

Thank you for the prompt reply.

Thanks

Re: PAYG Updates ? why have options disappeared from the interface menu. Urgent !

XRaySpeX — Mon, 12 May 2025 20:08:25 GMT

As I asked, what does text ADD DATA to 150 offer?

Re: PAYG Updates ? why have options disappeared from the interface menu. Urgent !

FR06 — Tue, 13 May 2025 11:21:14 GMT

hi,

Thank you for responding ,

I am unsure what exact information you need but the above is all i can see on the EE page when i am clicking on the ADD DATA URL . the same page used to have 4 different options and my paid for data that i barely is not accessible.

Regards,

Re: PAYG Updates ? why have options disappeared from the interface menu. Urgent !

Rach_H — Tue, 13 May 2025 14:53:28 GMT

Hi @FR06,

Welcome to the Community!

We don't want you to have any trouble accessing the add ons you need. Are you able to text 'ADD DATA' to 150, instead of going on your app, to see if you get any different response?

Rach

Re: PAYG Updates ? why have options disappeared from the interface menu. Urgent !

XRaySpeX — Tue, 13 May 2025 15:16:28 GMT

I'm not asking for a URL but a text. Just tell me what the ADD DATA text responds.

Re: PAYG Updates ? why have options disappeared from the interface menu. Urgent !

FR06 — Wed, 14 May 2025 11:53:13 GMT

Dear Rach,

i have entered ADD Data as seen in the screenshot below. Nothing happened . I am not using the app . I use the sms function to key in the vouchers. Thanks for providing assistance.

Re: PAYG Updates ? why have options disappeared from the interface menu. Urgent !

Rach_H — Wed, 14 May 2025 16:48:14 GMT

Could you let me see the text response you get from this @FR06 as the screenshot above is from an online account.

Rach

Re: PAYG Updates ? why have options disappeared from the interface menu. Urgent !

Jwscott — Sun, 08 Jun 2025 17:07:54 GMT

I have the exact same issue as @FRO6 above. All the other data add on options have vanished from the standard URL add on link, and texting ADD DATA to 150 gets no response whatsoever.

I used to use the PAYG adds on for a given week, as some weeks I use data, some weeks when I am working at home, I don't. Since I would have WiFi there. There is no point in me buying a monthly allotment of data. The last time I did, I didn't even use half of it before it expired. So if you're taking away all the smaller options for adding data, then you'll be losing me as a customer as well. (And I've used EE for years.) I was perfectly happy with the previous Add Data week options, so why have you you taken them all away? This is going to force me to have to switch to another provider.

Re: PAYG Updates ? why have options disappeared from the interface menu. Urgent !

Peter_W — Mon, 09 Jun 2025 08:34:27 GMT

Good morning @Jwscott.

Thanks for highlighting that you're experiencing the same issues here.

As @XRaySpeX mentioned here, our full range of add-ons should be available to all customers now, including the 1 day and 7 day options.

When you originally got this SIM, have you selected a monthly pack in the past, and have you ever used it for calls / added a call allowance?

Peter

Re: PAYG Updates ? why have options disappeared from the interface menu. Urgent !

Jwscott — Mon, 09 Jun 2025 22:57:15 GMT

No it's still only the same two 1 month options.

And Sending a text message of ADD DATA still does absolutely nothing. I'm not sure what you mean about when I first got this SIM, it's always been a PAYG and never anything else. I did buy a 10GB 30 day Data add in in May and perhaps not so coincidentally enough it was after this expired at the end of May that suddenly all the options for a weeks data vanished from the URL link. Are you saying this is what caused it? That because I for the first time bought a month's data, all of a sudden I'm no longer allowed to access buying a week's data? This is very frustrating.

Re: PAYG Updates ? why have options disappeared from the interface menu. Urgent !

Peter_W — Tue, 10 Jun 2025 08:31:51 GMT

Thanks for confirming that @Jwscott.

My potential thought here is that it could be down to how your account has been set up, as if this is a data only SIM or was originally part of a different promotion, the add-ons available may be slightly different.

The fact you've had these options in the past though is definitely strange.

So we can get this checked out specifically, I'd recommend getting in touch with our customer care team so we can take a look at your account and advise from there.
Peter