by Dazza180
Visitor

Data pack not renewing

Hi.

 

I topped my phone up on Monday as requested by EE but my data pack has not renewed.

Is there any reason for this?

7 REPLIES 7
by
EE Community Support Team

Re: Data pack not renewing

Hi @Dazza180

 

Thanks for posting on the community.

 

What reply do you get of you text BALANCE to 150?

 

What data pack do you usually have?

 

Speak soon 🙂

 

Leanne.

 

by marcus941
Explorer

Re: Data pack not renewing

Hello

I have the same problem. I bought a 5GB add on last night because I had run out of data. My new 500GB was expected this morning but it isn't there and it says next renewal 26th Apr but it hasn't given me the 26th Mar data. I can't text as this data is for my dongle not a phone.

by
EE Community Support Team

Re: Data pack not renewing

Hi there @marcus941

 

Thanks for coming to the community.

 

Are you able to start the data if you visit Add-on.ee.co.uk?

 

Could you also try restarting the device?

 

Speak soon.

 

Leanne.

 

by marcus941
Explorer

Re: Data pack not renewing

HI

I don't see any option to start the data from there sorry. The progress bar is as below but there should now be 500GB on it. You can see from the history I bought an extra 100GB a few days ago because I had run out so I've been waiting for the renewal urgently.

 

Data add-on3.1GB left of 5GB
 
History
Data add-on
Data used up 100GB

Start date 21/03/2020

 
Data allowance
Data used up 500GB

Start date 26/02/2020

 
Data allowance
Time ran out 500GB

Start date 26/01/2020

by
EE Community Support Team

Re: Data pack not renewing

Hi @marcus941

 

Thanks for checking this for me.

 

Did you try the restart?

 

Also, do you have a My EE account?

 

Leanne.

by marcus941
Explorer

Re: Data pack not renewing

Hi

I unplugges the dongle and plugged it back in but not sure if thsi will have done anything. It is working fine as it still has 3GB data from the top up. My EE account still shows only the 3GB data and next renewal 26th April so it's just completely missed out March

by
EE Community Support Team

Re: Data pack not renewing

Thanks for trying @marcus941

 

In this case, we will need to get this looked into further for you.

 

If you can give us a call on 0800 079 8586, they will check this month's pack for you.

 

Let me know how you get on.

 

Leanne.

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