Topped up mobile broadband but have no data

[MM16]

An new EE SIM card in a 4G router worked just fine until my data volume expired as expected after the first month.

I have now topped up £30 but still can't use this. I get a screen saying I don't have data (presumably they mean data volume).

I find EE incredibly confusing about this. Is what I'm using called 4G WiFi? If yes, this is a most strange name. If no, what is the exact name of EE's mobile broadband service? To know would make searching for solutions possible.

[XRaySpeX]

@MM16 : Most normal people would call it "Mobile Broadband" but EE insists on calling it "4GEE (implying 'Mobile' even if it becomes 5G, Huawei permitting 😉 ) WiFi (implying 'Broadband' even if connected by Ethernet).

We do however call data 'ust 'data'. Maybe you mean data allowance?

What does http://add-on.ee.co.uk/purchase from a device connected to it by WiFi (or Ethernet) offer you?

[MM16]

I don't need to purchase a top-up, I have done this successfully. 

If I go to http://add-on.ee.co.uk/ I can only click on a page-wide green button for "Top up" (not needed), there is also a field saying "You don't have any data. Get online with an add-on." Underneath ist states correctly that I have £30 current credit."

The field "You don't have any data. Get online with an add-on." is not clickable.

The wording "Get online with an add-on" is completely bonkers, I am obviously on the right page, with the right device, using the right SIM card.

What next?

[XRaySpeX]

What does texting AL to 150 from it fully report verbatim?

[MM16]

Due to Covid isolation it takes enormous time to get to the place and device to do as requested. It was working perfectly fine, and gave somebody the desperately needed connectivity.  But now, as you will appreciate, just sending a command from a mobile broadband router takes us a journey of 12 miles, a day to do it, and is technology-wise on a different level than using a mobile. The latter too difficult for the person who uses this.

This forum system pushes now (automatically, but annoyingly) quite hard to close this topic before its solved. Please bear with me before I can answer.

As we're at it, the links EE sends in emails that are meant to alert me to a new answer do not lead to this discussion, leaving the topic open and reloading when a new answer has arrived does not work either. Both bring me only to the front page of this "community" and I need to dig through loads of newer topics to get to mine. What a time wasting system. As if web forums had been invented yesterday. 

[XRaySpeX]

We don't particularly push for a solution. Out priority is to get you up-&-running in whatever it is as quickly as poss.

The links in the notification emails lead you directly to the new reply. Mine always do altho' I don't rely on them, preferring to browse the forums directly. You could try a diff browser. You can see all the activity on the threads you are subscribed to by looking at the chronological list in your Notification Feed 

[MM16]

With quite some difficulty we managed to get to the device and extracted the text quoted below. It's incredibly difficult to read, because the texts simply did not come in  in any sensible sequence, but I will post it verbatim as requested. There's no logic in it.

In addition, we managed a phonecall to EE support. The conversation took an hour, because the agent at first kept going on and on and on simply repeating what we just told him as the problem description. The agent, bizarrely, claimed that these repeats would be the solution. We felt treated like idiots and as if we were talking to an echo chamber. After a long time of this utterly silly ping pong, somehow, somehow the agent asked a colleague who admitted an error at EE, which was then fixed. 

After all this, the worst bit is: Nowhere, absolutely nowhere could we find what the expected display should look like when we go to  add-on.ee.co.uk

Why such absolutely critical information is kept such a secret is incomprehensible.

2020-07-20 20:47:37   16:57. For more info on your packs, add-ons or free boosts, go to MyEE. ee.co.uk/myee
For info on our other Text Services, reply HELP or go to ee.co.uk
2020-07-20 20:47:37   /textservices
2020-07-20 20:47:36 Your current balance as of today 20:47 is �5.00. You have 1024MB remaining until 19/08/2020 for your 1GB Data Bonus. You have 15.4GB remaining until 19/0

2020-07-20 20:47:36 8/2020 for your 20GB 1m Data Add-on. You have 100 texts remaining until 19/08/2020 for your 100 Free SMS 1M. Your last top up was �30.00 on 17/07/2020 at

2020-07-19 18:01:29   pire after 1 month. Can be used in the UK & EU with 4G
speeds of up to 60 Mbps. To manage your account go to ee/co.uk/myee or use the My EE app.
2020-07-19 18:01:29   he same date.
2020-07-19 18:01:28  As an extra thankyou for buying your last add-on, here's a bonus 1GB! Your free bonus data has been added to your current allowance and will expire on t
2020-07-19 18:01:28   Thanks for choosing the 20GB 1m Data Add-on. Your add-on has activated and �25.00 has come out of your credit. This gives you 20GB of data which will ex
2020-07-18 07:58:26  You've used up your data. Click here to buy http://add-on.ee.co.uk/text

2020-07-17 15:57:23  Thanks for topping up �30.00 on your EE 4GEE WiFi accou

nt. Your new balance is �30.00. To buy a data add-on, please go to add-on.ee.co.uk

Regards

M

[XRaySpeX]

You might see a more sensible status @ http://add-on.ee.co.uk/status .

[MM16]

Thank you for your answer.

With all due respect, I have to question the quality of such an answer.

In plain English you said: "Go to xyz, but I won't tell you what you see there, nor am I going to show you a screenshot or direct you to any form of documentation that does. I know that it can take you a week to go back to the device to get this information from the previous conversation, but I just let you TRY. "

You still didn't tell me what I expect to see by going to http://add-on.ee.co.uk/status

Why does EE (not you personally) behave like this?

[XRaySpeX]

I didn't tell you what to to expect to find there or supply a screenshot cuz I don't run an active topped-up mobile router but I do know what to find there. However with a bit of jiggery-pokery I can show you this status from my empty mobile router: 

You should see more.