topic Re: Plan not renewing in Pay as you go

Plan not renewing

SMiah88 — Mon, 09 Feb 2026 08:36:20 GMT

My £20 plan was due to end today,

I have topped up £20 as I always do, on my account it shows in transaction history I have topped up and in my account it has been taken out but my plan has not renewed.

I had to buy an extra £5 data bundle so I can use.

This is the first time this has happened

Can anyone help me with this?

Re: Plan not renewing

Ritu_D — Mon, 09 Feb 2026 10:28:57 GMT

Good morning @SMiah88

Welcome to the community.

Please could you try texting NOW to 150, this should activate your pack for you.

Thanks

Ritu

Re: Plan not renewing

SMiah88 — Mon, 09 Feb 2026 10:59:05 GMT

this is what comes up

Re: Plan not renewing

Ritu_D — Mon, 09 Feb 2026 11:14:15 GMT

Thank you for sending that over @SMiah88

Did you make any outgoing calls or texts after you topped up?

Please text BALANCE to 150 to see how much credit you have remaining.

Thanks

Ritu

Re: Plan not renewing

SMiah88 — Mon, 09 Feb 2026 11:18:09 GMT

This is what came up. As you can see I topped up at 1.53am.

Nope I didn't make any calls or texts

Re: Plan not renewing

Ritu_D — Mon, 09 Feb 2026 11:24:03 GMT

Thanks again for sending that information over @SMiah88.

As we do not have any account access here on the community, I would recommend Contacting Us and one of our guides can take a look into this for you.

Ritu

Re: Plan not renewing

SMiah88 — Mon, 09 Feb 2026 11:32:11 GMT

I have tried to contact several times but the line is temporarily unavailable and I need this sorted today I rely on it at work mostly.

Anything else I can do?

Re: Plan not renewing

Ritu_D — Mon, 09 Feb 2026 11:53:24 GMT

Hi @SMiah88

I appreciate you trying to call, our contact centres are open until 9pm tonight.

Like I mentioned before as we do not have access to your account on the community we would be unable to take a look, however our guides will be able to see what happened with your £20 top up.

You could try calling from an alternative number on 07953966150.

Thanks

Ritu