topic Re: Top up calls getting redirected in Pay as you go

Top up calls getting redirected

SaladinTCO — Sun, 26 Apr 2026 11:46:18 GMT

Hello,

Recently when I try to top up via 150 (like I have done for over 10 years) when I select the top up option I get redirected to a sales team due to an "available offer". The first time I told the agent I wasn't interested, he helped top up my phone and it ended. However it happened again today, I had to wait on hold for 5 mins to speak to someone (all I wanted to do was top up my phone - no humans required). Then I was told that the offer could not be removed from the system and the offer is why I keep getting redirected. I even escalated to a manager who again confirmed that the offer cannot be removed and my 150 calls to top will continue to be redirected. He has put a note on the system so that future agents won't try to sell me the offer and will just assist in the top up, but I don't understand why I can't just top up like I used to. Even now, I call 150, press the option to top up, and then get redirected to sales.

Please fix this. I do not want to have to go on hold and talk to a person just to top up my phone.

Re: Top up calls getting redirected

Schockwave — Sun, 26 Apr 2026 14:13:18 GMT

Hello @SaladinTCO ,

Welcome to the community,

Here is where you can top up without ringing 150:

https://ee.co.uk/bills-payments/mobile/fast-payment-payg

Re: Top up calls getting redirected

Peter_W — Sun, 26 Apr 2026 14:40:34 GMT

Welcome to the Community, @SaladinTCO

It may need a ticket raised to a back office team, but it should be possible to get the automated offer removed from your account.

In the meantime though, there is always the anonymous payment option @Schockwave mentioned, or if you have an online account set up, you can top up through here, too.

Peter

Re: Top up calls getting redirected

SaladinTCO — Sun, 26 Apr 2026 15:35:57 GMT

Thanks for the helpful replies about workarounds, it is appreciated. The issue is that I declined the offer, my attempts to top up my phone should not continue to be redirected.

It is not a matter of I should do X instead, it is a matter of EE need to stop redirecting my calls for an offer I've already declined. Scummy sales practices that need to stop. Telling me that the offer is the reason for the redirection and then telling me the offer cannot be removed so that this will keep happening.

In short, when I press 1 to top up my phone after calling the number that the text told me to call, I expect to be able to just top up my phone, and not have to be put on hold for a sales team that I have no interest in conversing with.