topic Re: Problem with Subscription Pack in Pay as you go

Problem with Subscription Pack

alzalam — Thu, 12 Jun 2025 04:42:28 GMT

Good day. First of all, I don't know if I've posted in the correct category. I have a problem with my subscription package. I have less than 1GB left on my previous package, so I activated another one (125GB for £30). The problem is that despite receiving a message that the package has been activated, no new GB has been added to the account. I stopped the package by sending the message "Stop Pack", but it didn't help at all. It's as if the package had evaporated. I've been using EE for almost 2 years, but this is the first time I've had this situation. Is there a way to contact support directly?

Re: Problem with Subscription Pack

Michael_D — Thu, 12 Jun 2025 08:46:20 GMT

Hi @alzalam

Thanks for coming to the community.

It certainly looks like the new pack has started from the messages you have received.

Have you tried to make a call, send a text or connect to data as the message suggests?

If you text AL to 150, what does the message that comes back say?

Michael

Re: Problem with Subscription Pack

alzalam — Thu, 12 Jun 2025 17:19:21 GMT

Thanks for the answer.

I didn't try to use the AL command.

I told myself I had enough and bought a new package. Then I got an error that I couldn't pay for the new package using the card.

I had to top up my account and use the balance to buy the package, the strangest thing was I got 125GB+15GB. I had 140 in total on my account.

Re: Problem with Subscription Pack

Michael_D — Fri, 13 Jun 2025 07:19:05 GMT

Are you able to use the allowances now @alzalam

If not, please text AL to 150 and let me know what comes back.

That will let me know if the pack is active and your allowances are there.

Michael