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Pack don't start immediately after top-up

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Rangergogogo
Investigator
Investigator

‎06-02-2019 02:20 PM

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?

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XRaySpeX
EE Community Star
EE Community Star
In response to Rangergogogo

‎06-02-2019 04:20 PM - edited ‎06-02-2019 04:22 PM

@Rangergogogo: What is happening is:

  1. The current pack doesn't expire until 03/03/2019.
  2. Its data has run out.
  3. But the next pack isn't due to be bought until 04/03/2019.
  4. You have topped up the necessary amount.
  5. But you haven't yet bought the next pack.
  6. 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:

  1. 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.
  2. 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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Rangergogogo
Investigator
Investigator

‎06-02-2019 02:23 PM

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.

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Profile closed
Not applicable
In response to Rangergogogo

‎06-02-2019 02:39 PM

Hi @Rangergogogo

 

Welcome to the EE Community,

 

If you text NOW to 150 the pack should start.

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Rangergogogo
Investigator
Investigator
In response to Profile closed

‎06-02-2019 03:44 PM

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?

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Rangergogogo
Investigator
Investigator

‎06-02-2019 03:55 PM

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?

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Katie_B
EE Community Support Team
In response to Rangergogogo

‎06-02-2019 03:58 PM

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 🙂

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Katie_B
EE Community Support Team

‎06-02-2019 03:58 PM

Good Afternoon @Rangergogogo. 

 

I have responded in your other thread. 

 

Katie 🙂

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Katie_B
EE Community Support Team
In response to Rangergogogo

‎06-02-2019 04:00 PM

Hi @Rangergogogo. 

 

I have responded in your other thread. 

 

Katie 🙂

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Rangergogogo
Investigator
Investigator
In response to Katie_B

‎06-02-2019 04:04 PM

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

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Katie_B
EE Community Support Team
In response to Rangergogogo

‎06-02-2019 04:08 PM

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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