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by
Explorer

Free boosts dont seem to be activated?

I have a list of free boosts that are used.

How come I also have a list of several that don't seem to be activated?

13 REPLIES 13
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by
EE Community Support Team

Re: Free boosts dont seem to be activated?

Good Morning @KeefyB

 

Welcome to the EE Community. 

 

Are you currently EE pay as you go?

 

Have you used your data to see if these free boosts then activate?

 

Speak soon, 

 

Katie 🙂

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Explorer

Re: Free boosts dont seem to be activated?

Thanks Katie,

OK, so they are not activated until needed?

So, if my account says I have 60 mins left this month, its actually more ?

Keith

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EE Community Support Team

Re: Free boosts dont seem to be activated?

Hi @KeefyB

 

My apologies, I did not know these were for minutes. 

 

I have dropped you a private message for further detail. 

 

Katie 🙂

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by Investigator
Investigator

Re: Free boosts dont seem to be activated?

Hi, I have had free boost minutes, 50 minutes a time. When I get to the end of my monthly minutes on PAYG, online I see I still have 50 mins boost left, but when my normal minutes end on the phone, the line goes dead. We asked at your Reading branch why these weren't available to use. The Senior Sales advisor initially tried to fob us off, but when he discovered it was true he rang customer services, who then fobbed him off, and insisted the minutes were available. He apologised that he was unable to help. The boost minutes didn't need to be activated. We have tried since then, but still have the call abruptly ended, in spite of the fact we now still have 2 x 50 boost minutes sat on the account. This thread indicates the boost doesn't need activating, which would suggest there is a problem with the boost minutes applicable to my telephone number. Finally, we rarely use the data or text messages available in the PAYG deal. The 150 call minutes we get is great, but why can't we just set it to boost minutes permanently. When the boost minutes actually become available, if ever, I'm sure I can use them. At the moment, it's an embarrassment when the line goes dead whilst I'm in the middle of a conversation.

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EE Community Support Team

Re: Free boosts dont seem to be activated?

Hi @vwcreswell

 

Welcome to the community.

 

Do the free minutes show in your My EE account? And when you text BALANCE to 150?

 

What happens when you try to make a new call?

 

Chris

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by Investigator
Investigator

Re: Free boosts dont seem to be activated?

Hi Chris, 
The free boosts do show up on my account, but when I'm on a phone call and my normal minutes are finished, the line goes dead every time.
Veronica
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by
EE Community Support Team

Re: Free boosts dont seem to be activated?

Thanks @vwcreswell.

 

When the line goes dead, if you make another call straight way after does this use your boost minutes?

 

Or does the call not connect?

 

Jon

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by Investigator
Investigator

Re: Free boosts dont seem to be activated?

Hi Jon,
There are no more minutes until the next payment is made.
Veronica
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by
EE Community Support Team

Re: Free boosts dont seem to be activated?

Thanks @vwcreswell.

 

So once your minutes run out, what return text do you get if you text AL to 150?

 

Jon

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by Investigator
Investigator

Re: Free boosts dont seem to be activated?

Hi Jon,
When we queried not being able to use the BOOST minutes, we were told to ring 150, but how can we ring 150 if we have no minutes left? No one at EE has mentioned texting to 150. What does AL mean. Allowance? If that's true, then the boost does need activating.
Veronica
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by
EE Community Support Team

Re: Free boosts dont seem to be activated?

Hi @vwcreswell.

 

AL does stand for allowance, and would display your remaining allowances.

 

Calls to our Customer Care team are currently free for our pay as you go customers.

 

Jon

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by Investigator
Investigator

Re: Free boosts dont seem to be activated?

Hi Jon,
My allowance shows up on my account, but it's trying to access it that's the problem. What it shows on my account, is different to what my phone says is available. My account might say I have 100 minutes boost, but my phone says I have no credit to make a call.
Veronica
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by
EE Community Support Team

Re: Free boosts dont seem to be activated?

Thanks @vwcreswell.

 

It sounds like the boost is on your account and ready to go, but not active for some reason.

 

Our Customer Care team will be able to activate it for you, and the call will be free.

 

Jon

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