topic Re: Top-Up problem in Pay as you go

Top-Up problem

reiki_dave — Fri, 19 Dec 2025 12:04:53 GMT

Hi,

I'm new to EE and already I have learned just how inadequate, obfuscating and generally user-unfriendly your customer service is. Honestly the worst I have ever had to deal with.

Here's the issue: I tried to top-up using the App and online. The app won't accept my surname (double barrelled) so I tried online. Online just told me that an error had occurred, but didn't tell me what. So I have not been able to top up my phone.

Wanting to speak with someone, I explored all available numbers only to be led into an electronic maze.

is there any way to find out why (a) the App - which, by the way, takes far too long to load - will not accept my surname and (b) what the mysterious error was on the website?

Or should I just give up and find another provider who has real humans in the customer service team ready to help me top up?

Thanks for any useful advice.

Re: Top-Up problem

Schockwave — Fri, 19 Dec 2025 12:18:07 GMT

Hello @reiki_dave ,

Welcome to the community,

You could try here, where it is really anonymous and keeps a no records of your details:

https://community.ee.co.uk/t5/forums/recentpostspage/post-type/thread

Re: Top-Up problem

reiki_dave — Fri, 19 Dec 2025 12:53:59 GMT

Thanks, but that just takes me to the All Topics thread. I'm still no wiser about what went wrong or how to top up successfully (short of visiting a shop).

I managed to speak with Customer Services, who were pleasant but unable to help. I shall top-up at the ee Shop : my experience to date makes me doubt how well or how securely ee would handle my card data.

Re: Top-Up problem

Matt_124 — Fri, 19 Dec 2025 12:41:52 GMT

It appears @Schockwave may have attached the wrong link.

The correct link for the Fast Top-Up service is here: https://ee.co.uk/bills-payments/mobile/fast-payment

Re: Top-Up problem

reiki_dave — Fri, 19 Dec 2025 12:57:04 GMT

Thanks - but this is the link which just tells me that there is an error (even Tech Support cannot tell me what the error is).

I am no further forwards in resolving this issue.

Re: Top-Up problem

XRaySpeX — Fri, 19 Dec 2025 13:13:26 GMT

@Matt_124 : That's the link for paying a mobile contract bill. The 1 for PAYG is slightly diff & that could be the reason yours is not working for OP.

@reiki_dave : Try using Fast Top Up online with a UK bank card. You don't need to login or register anything. All you need is your mobile no. & it doesn't remember your card details.

Re: Top-Up problem

reiki_dave — Fri, 19 Dec 2025 13:31:35 GMT

Thank you XRaySpeX - that worked.

Interestingly, that page accepted the hyphen in my surname and the / in my address without question (unlike the other link and the app). I've bookmarked that link for later;

Re: Top-Up problem

XRaySpeX — Fri, 19 Dec 2025 13:45:48 GMT

Thanks! You're welcome 🙂 ! Glad I could be of assistance & trust it is now sorted.