topic Re: Re: We've upgraded our Data Boosts in Pay as you go

Re: We've upgraded our Data Boosts

neil1001 — Wed, 27 May 2026 10:49:09 GMT

Hi Jordan, my monthly plan on a pay as you go mobile with a £5 plan has not had the money taken from my account,and I cannot change my card details on the website,and no plan is showing on my account,have been a customer for 15 plus years , what can I do . thanks Neil ******

[mod edit: removed personal details from the community]

Re: Re: We've upgraded our Data Boosts

Rach_H — Wed, 27 May 2026 10:32:31 GMT

Hi @neil1001,

Welcome to the Community!

We don't want you to have any issues topping up, so you can use our Faster Payments page to add some credit to your account.

I'd recommend reaching out to our team, so they can take a look into what is happening with your card details, and work to get these updated for you.

Rach

Re: Re: We've upgraded our Data Boosts

kallieb — Thu, 28 May 2026 20:07:33 GMT

Hi, I’ve just found that I have the same issue. Managed to update card details but still showing no plan on my account, and no credit on phone. Too late to contact EE today. Did you get this sorted Neil?

Re: Re: We've upgraded our Data Boosts

kallieb — Thu, 28 May 2026 20:49:33 GMT

Hi, I’ve just had the same thing happen - no warning or information about the removal of my £5 plan, just no credit on my phone so unable to use it. Really shoddy behaviour from EE; doubling the price of the cheapest plan (which was all I needed) and not bothering to notify their customers that they were doing it.

Re: Re: We've upgraded our Data Boosts

Leanne_T — Fri, 29 May 2026 08:07:33 GMT

Morning @kallieb

Thanks for coming to the community.

Can you text BALANCE to 150 and let me know the full reply?

When did you last purchase the £5 pack?

Leanne.

Re: Re: We've upgraded our Data Boosts

kallieb — Fri, 29 May 2026 09:26:42 GMT

Hi Leanne

Full reply: Your current balance as of today is £0.00. Your last top-up was £5.00 on 27/4/2020 at 06.40. For more info on your plans, go to the EE app or re.co.uk. For info on our other text services, reply HELP or go to ee.uk/textservices.

Please note that I last purchased the £5 pack on 27/7/2026, not 2020 as stated in the reply: I had this set up to renew automatically every month and had no problems with this until now. I have seen on this forum that several other people have had exactly this issue: please can you confirm that if I wish to continue to use PAYG with EE the cheapest pack is now £10?

Thanks

Re: Re: We've upgraded our Data Boosts

Katie_B — Fri, 29 May 2026 16:22:29 GMT

Hi @kallieb.

Thanks so much for getting back to us.

It's strange to see you have been quoted 2020 in the reply.

Do you have access another phone to speak with our customer care team?

With account access they are in the best position to be able to look into this further.

Katie

Re: Re: We've upgraded our Data Boosts

kallieb — Fri, 29 May 2026 23:33:00 GMT

Hi, unable to get through to customer services. Now also unable to access my account details for my phone online or on app - states not able to show this information (can access broadband details). No credit on mobile so unable to use - tried to buy one-off £10 plan (grudgingly and only while I look elsewhere) but unable to do that either.

It certainly is strange that I was quoted as last topping-up in 2020: what is also strange is the absolute disdain EE appears to have for its customers (as stated, it is clear from looking at posts on here that multiple people have been affected in the same way as I have) and, in addition, the extremely poor functionality of the website, app and customer service line from a company whose business is communication-based.

Re: Re: We've upgraded our Data Boosts

Rach_H — Sat, 30 May 2026 10:49:14 GMT

Are you able to reach out to the team using a friend or family member's phone @kallieb, so they can see what is going on?

Rach