Trying to buy a pack

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daftspaniel
Investigator
Investigator

‎05-05-2021 09:09 AM

Hi All,

 

I have credit on my account and have been trying to buy a £1 pack. It fails every time. I have tried for over a week on different devices etc.

 

'Sorry, we were unable to complete your request right now. Please try again later.'

 

Any suggestions?

 

Thanks,

Davy

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daftspaniel
Investigator
Investigator
In response to daftspaniel

‎05-05-2021 09:56 AM - edited ‎05-05-2021 10:19 AM

Think I have found the issue. Due to low usage the account marked as inactive. I found this out by calling 150 and the robot voice told me straight away how to fix it.

 

So EE deactivates the account without notice and does not inform the customer at the time. This is not displayed in the app or website even when topping up or using credit.

 

So much room for improvement there!

 

Thanks for suggestions.

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XRaySpeX
EE Community Star
EE Community Star

‎05-05-2021 09:17 AM

How are you trying to buy the pack? 

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

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP
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daftspaniel
Investigator
Investigator
In response to XRaySpeX

‎05-05-2021 09:19 AM

I go to https://myaccount.ee.co.uk/app/packs

click 'Choose' then 'Confirm' then I get 'PREPAID PACKS ERROR' page.

 

Thanks.

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XRaySpeX
EE Community Star
EE Community Star
In response to daftspaniel

‎05-05-2021 09:22 AM

Try buying it by texting TALK01 to 150. 

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

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP
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daftspaniel
Investigator
Investigator
In response to XRaySpeX

‎05-05-2021 09:41 AM

Thanks. Tried via Text but it did not send.

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daftspaniel
Investigator
Investigator
In response to daftspaniel

‎05-05-2021 09:56 AM - edited ‎05-05-2021 10:19 AM

Think I have found the issue. Due to low usage the account marked as inactive. I found this out by calling 150 and the robot voice told me straight away how to fix it.

 

So EE deactivates the account without notice and does not inform the customer at the time. This is not displayed in the app or website even when topping up or using credit.

 

So much room for improvement there!

 

Thanks for suggestions.

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James_B
EE Community Manager
EE Community Manager
In response to daftspaniel

‎05-05-2021 10:25 AM

Hi @daftspaniel,

 

If you’ve had no chargeable activity on your account for 60 days, we’ll send you a text to make sure you’re still using the SIM card and you’d like to keep the account active.

 

Find out more in What is pay as you go and flex hibernation, and how do I stop it?

 

James

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