Pack don't start immediately after top-up

Rangergogogo · ‎06-02-2019

I purchased a £15 SIM card to my boss who is in Italy now. He has been using a week until reaching data limit, then he went to top-up by £15 more yesterday. After that, he is still not able to use mobile data. From the site add-on.ee.co.uk, his account show a message "Your pack will start again on 04/03/2019". He can see the current credit is £15. How to activate the pack immediately?

XRaySpeX · ‎06-02-2019

@Rangergogogo: What is happening is:

The current pack doesn't expire until 03/03/2019.
Its data has run out.
But the next pack isn't due to be bought until 04/03/2019.
You have topped up the necessary amount.
But you haven't yet bought the next pack.
Topping-up doesn't in itself buy a pack until the pack is due to be bought.

You should follow exactly the instructions you got back from the NOW:

Buy the pack you want, by texting DP15 to 150 if it is a Data Pack you want or whatever code of the pack you want.
Now text NOW to 150 to get it started early.

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

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View solution in original post

Rangergogogo · ‎06-02-2019

I purchased a £15 SIM card to my boss who is in Italy now. He has been using a week until reaching data limit, then he went to top-up by £15 more yesterday. After that, he is still not able to use mobile data. From the site add-on.ee.co.uk, his account show a message "Your pack will start again on 04/03/2019". He can see the current credit is £15. How to activate the pack immediately? Thanks in advance.

Profile closed · ‎06-02-2019

Hi @Rangergogogo

Welcome to the EE Community,

If you text NOW to 150 the pack should start.

Rangergogogo · ‎06-02-2019

Get a replied text:

"You already have a Pack, but if you would still like to start another one straight away, please text ALL PACKS to 150, buy a pack with your credit and then text NOW to 150."

How to re-activate the current pack immediately?

Rangergogogo · ‎06-02-2019

I purchased a £15 SIM card to my boss who is in Italy now. He has been using a week until reaching data limit, then he went to top-up by £15 more yesterday. After that, he is still not able to use mobile data. From the site add-on.ee.co.uk, his account show a message "Your pack will start again on 04/03/2019". He can see the current credit is £15.

After text NOW to 150, got a replied text:

"You already have a Pack, but if you would still like to start another one straight away, please text ALL PACKS to 150, buy a pack with your credit and then text NOW to 150."

How to activate the pack immediately?

Katie_B · ‎06-02-2019

Good Afternoon @Rangergogogo.

I can see @Profile closed has provided you with some great information.

I would recommend following the instructions provided on the text message you received.

Please let me know the outcome and if you successfully activate your pack.

Thanks, Katie 🙂

Katie_B · ‎06-02-2019

Good Afternoon @Rangergogogo.

I have responded in your other thread.

Katie 🙂

Katie_B · ‎06-02-2019

Hi @Rangergogogo.

I have responded in your other thread.

Katie 🙂

Rangergogogo · ‎06-02-2019

Hi Katie,

However it doesn''t work. Get a replied text:

"You already have a Pack, but if you would still like to start another one straight away, please text ALL PACKS to 150, buy a pack with your credit and then text NOW to 150."

I have current credit 15 pounds. How to activate the Pack immediately? Thanks

Katie_B · ‎06-02-2019

Thanks for confirming this @Rangergogogo.

I would recommend contacting our mobile care team who can look at this further for you.

They will also be able to activate your pack.

Katie 🙂

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Pack don't start immediately after top-up