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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
Solved! See the answer below or view the solution in context.
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.
05-05-2021 09:17 AM
How are you trying to buy the pack?
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.
05-05-2021 09:22 AM
Try buying it by texting TALK01 to 150.
05-05-2021 09:41 AM
Thanks. Tried via Text but it did not send.
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.
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