topic Re: Plan not working in Pay as you go

Plan not working

Louisemc1982 — Tue, 01 Sep 2026 11:15:46 GMT

So frustrated with EE. It is almost impossible to top up sometimes! I have a recurring £10 top up plan (so pay £9 with the 10% discount). My latest payment failed so I manually topped up £10 with another card. Payment went through and I used my phone to make a call. This has now charged me at the standard rate and not exchanged my £10 for my usual plan. I phone customer service ( as I've had to do on numerous occasions over the years) and was told that because 80 pence had been used, I would need to make another £5 payment to be able to use my plan. So stupid. It is so difficult to use the app or website. It just takes you around in circles. So now I have no plan and can't use my phone unless it's standard charges which, let's face it will not even last a few days. So disappointed in this service. Time to leave I think. Sort it out EE!

Re: Plan not working

Schockwave — Tue, 01 Sep 2026 11:48:05 GMT

Hello @Louisemc1982 ,

Welcome to the community,

You can do so here:

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

Re: Plan not working

Chris_B — Tue, 01 Sep 2026 16:49:20 GMT

@Louisemc1982 It only costs 25p flat rate to call customer support from a PAYG phone, So you used that credit elsewhere.

Re: Plan not working

Rach_H — Tue, 01 Sep 2026 17:17:16 GMT

Hi @Louisemc1982,

Welcome to the Community!

I'm sorry to hear that your pack hasn't activated when you were expecting. This is likely due to your previous payment having failed. If the team aren't able to correct this when you've reached out then you would need to make the top up recommended.

Rach

Re: Plan not working

XRaySpeX — Tue, 01 Sep 2026 21:02:32 GMT

What does texting AL to 150 from your no. fully report verbatim (it is free)?