topic I've paid. Now provide my service. in Pay as you go

I've paid. Now provide my service.

DMort — Wed, 24 Sep 2025 15:45:21 GMT

I paid £10.00 for a phone top-up over an hour ago. When will my service be resumed?

Re: I've paid. Now provide my service.

bristolian — Wed, 24 Sep 2025 16:47:31 GMT

Are you on PAYG or pay-monthly? You refer to a to-up which implies PAYG, but you also reference a suspended service, which suggests pay-monthly

If a pay-monthly phone is suspended or restricted for non-payment, service should be restored within 24hours of payment being made.

A PAYG top-up should be active immediately it being made.

Re: I've paid. Now provide my service.

Northerner — Wed, 24 Sep 2025 17:15:03 GMT

Hi @DMort

Try restarting your device.

Are you in the UK

Thanks

Re: I've paid. Now provide my service.

XRaySpeX — Wed, 24 Sep 2025 18:15:21 GMT

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

Re: I've paid. Now provide my service.

DMort — Thu, 25 Sep 2025 07:07:36 GMT

Thanks for your reply. I'm on PAYG.

Re: I've paid. Now provide my service.

DMort — Thu, 25 Sep 2025 07:10:52 GMT

Thanks for your reply. I rebooted my device and received a message from 150 saying my credit was £10.25. However, they have not resumed my service.

Re: I've paid. Now provide my service.

DMort — Thu, 25 Sep 2025 07:13:15 GMT

Thanks for you reply. AL fails. I tried 0800 079 8586, but the automated message says I don't have any credit!

Re: I've paid. Now provide my service.

DMort — Thu, 25 Sep 2025 07:24:18 GMT

Thank you all for your replies. That thieving, incompetent, rabble at EE don't deserve you.

I notice no staff members have turned up to help.

I will complain to OfCom, and I will take every opportunity to divert people from using EE. Their theft, incompetence, and contempt for their customers will cost them a lot more than £10.00.

And another thing, Kevin Bacon used to be one of my favourite actors, but now I hate his guts!

Re: I've paid. Now provide my service.

bristolian — Thu, 25 Sep 2025 08:02:21 GMT

This is primarily a user-community forum, it's not unusual for the staff team to leave threads where active responses are already being received. And besides, there's no account-access on this forum. Ofcom don't handle individual customer complaints.

All that said, what do you mean by your service not being resumed? Can you make calls to numbers other than CS?

Re: I've paid. Now provide my service.

DMort — Thu, 25 Sep 2025 08:25:56 GMT

I assume CS stands for customer service. I can't make any calls to contact anyone. 150 doesn't work. All I receive is the automated message telling me I have no credit. But I have received a message telling me I have £10.25 credit! It's bizarre! They are amateurish, incompetent, and ignorant. I can't understand why it's taking the competition to kick their sorry **bleep**s out of this game.

You say that staff members disregard active threads, even when there is no solution in sight. So, they are relying on people with no resources to provide a help service! Can't you see how ridiculous that sounds?

They should have solved this problem within minutes - a couple of hours at the most.

Re: I've paid. Now provide my service.

Linzi_H — Thu, 25 Sep 2025 08:39:24 GMT

Hi @DMort

I'm sorry to hear that you're struggling to use your services right now, especially after receiving a text to say your credit is in place.

The best thing you can do at this stage is call our customer service team from an alternative device so they can review your account. From there, they should be able to let you know exactly what's happened and get a fix in place. The Guide you speak with will also be able to open a complaint and discuss any concerns in further detail.

Linzi

Re: I've paid. Now provide my service.

DMort — Thu, 25 Sep 2025 08:41:23 GMT

I don't have an alternative phone.

Re: I've paid. Now provide my service.

DMort — Thu, 25 Sep 2025 08:42:05 GMT

I want a refund of £10.25.

Re: I've paid. Now provide my service.

Linzi_H — Thu, 25 Sep 2025 09:07:37 GMT

You're welcome to pop into your local EE store so the team can help. Or Fill out our complaints form, and a dedicated member of the team will get back in touch with you directly @DMort

Linzi

Re: I've paid. Now provide my service.

ee_user14 — Thu, 25 Sep 2025 09:38:36 GMT

@DMort wrote:
I don't have an alternative phone.

In an earlier post, you commented "do you know how ridiculous this sounds" - some might say that not having an alternative phone in case of emergency situations is similar.

Someone mentioned that this forum doesn't have account access, yet you've still asked for a refund. I'm not sure how you came to discover this chat board, but had you called in using an alternative phone after you first posted yesterday afternoon, there's a good chance this would have been resolved "within minutes - a couple of hours at most"

I hope you resolve your issues, but sometimes it takes a bit of flexibility rather than just throwing upset-driven insults.