New pack won’t activate

Maddiek1 — Fri, 03 Oct 2025 10:00:30 GMT

I tried changing my pack to pack15 by texting 150, it says “you are currently on one of our old plans choose below….you have selected plan 15 text yes to switch” I text yes, it says

“To buy your £15 plan again, simply top up £15 and your plan will start automatically.”

I already topped up £15 on the app, when I text balance it says my current balance is £15. When I text NOW it says:

“You need to add some credit to pay for your Plan, please top up at ee.co.uk/EE. Your plan will then start automatically.”

I tryed to text STOP PLAN and it says

“You have asked us to stop your plan. When your current plan ends we will not add a new one. If you'd like to choose a different plan, go to EE. ee.co.uk/EE or text ALL PLANS to 150 for more info.”

I attempted to do all the previous steps again and nothing is working. I restarted my phone. Also when I go online to my account under plans it always just says “error we are experiencing technical issues, refresh the page later” but it never works.

i was on a 20 plan previously am i just going to have to top up more and stay with it?

Re: New pack won’t activate

Michael_D — Fri, 03 Oct 2025 14:41:59 GMT

Hi @Maddiek1

Welcome to the community.

It certainly sounds like you are doing everything right.

The best thing I can suggest is to give our customer service guides a call so they can bring up your account and help to get the pack activated.

Michael

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New pack won’t activate

Re: New pack won’t activate