by SimonC1 Investigator
Investigator

New customer - Pack Purchase error when trying to buy Flex Sim plan online

Hi,

I recently bought a new mobile and ordered the flex sim from EE, which arrived today.

I've registered with EE and am trying to buy the £15/month plan, but to no avail all evening so far. 

Initially, I got the message my account was suspended the first time I logged in.

I'm now getting as far as putting in my bank details and then get a 'pack purchase error'.

All I want to do is pay for the plan and start using my phone to be honest.

Can anyone advise please as how I can remedy this?

Thanks

16 REPLIES 16
by Ace Contributor
Ace Contributor

Re: New customer - Pack Purchase error when trying to buy Flex Sim plan online

Hi @SimonC1

 

Welcome to the EE Community,

 

I would contact customer services on freephone 0800 956 6000 opt 2 opt 4 and they will be able to set up a flex plan for you.

by SimonC1 Investigator
Investigator

Re: New customer - Pack Purchase error when trying to buy Flex Sim plan online

Hi David, thanks for replying.

 

Normally i would do as you suggest, but I would like to be able to manage my account online going forward, so if I'm not ever able to do anything once logged in I think I may need to look elsewhere for a SIM to be honest.

Thanks

Simon

by Ace Contributor
Ace Contributor

Re: New customer - Pack Purchase error when trying to buy Flex Sim plan online

@SimonC1 you will be able to manage your account via MyEE I just suggested contacting customer services because you had that error.

by
EE Community Support Team

Re: New customer - Pack Purchase error when trying to buy Flex Sim plan online

Good Morning @SimonC1

 

Welcome to the community. 

 

I am sorry to hear your unable to purchase a pack, I have sent you a private message for further information. 

 

Speak soon, Katie 🙂

by SimonC1 Investigator
Investigator

Re: New customer - Pack Purchase error when trying to buy Flex Sim plan online

Katie,

Thanks for the PM. I called your customer services team this morning who advised that they cannot set the flexi plan up over the phone so i should go to my local store.

I just went to my local store and they told me that they cant set this plan up and to contact customer services

All I wanted to do was buy a flexi sim, but having this much hassle to do so means I will have to look elsewhere now, which is a shame because I really liked the flexi sim offer.

Ta

Simon

by
EE Community Support Team

Re: New customer - Pack Purchase error when trying to buy Flex Sim plan online

Hi @SimonC1

 

Thanks for getting back to me, I have sent you a further message which should be in your inbox now. 

 

Katie 🙂

 

 

by SimonC1 Investigator
Investigator

Re: New customer - Pack Purchase error when trying to buy Flex Sim plan online

Hi,

I am getting a "not authorised" error when replying to your personal message? 

 

So I thought I'd try one last time tonight to buy the Flexi SIM online, but as soon as I log in a message pops up to say my account is suspended.

So I'm giving up now. 

 

This Flexi SIm is a great offer and a great idea, but if customers can't buy it then I think really it should be removed from your website.

Thanks

Simon

 

by
EE Community Support Team

Re: New customer - Pack Purchase error when trying to buy Flex Sim plan online

Could you try replying to @Katie_B's message on another device/browser please, @SimonC1?

 

Or click on my profile and private message me with the information she's looking for?

 

I'm sure we'll be able to get you some help.

 

Chris

by SimonC1 Investigator
Investigator

Re: New customer - Pack Purchase error when trying to buy Flex Sim plan online

Hi,

I tried again this evening and was at last successful, so I have a great flexi plan now.

However, when I try and request a transfer of my old number using it's PAC code I get the following error:

 

Sorry! The number you've entered is unregistered. To register for My EE, click here. Temporary Mobile Number

 

I can see the number when logged into EE though - am I doing something wrong?

Thanks

Simon

by
EE Community Support Team

Re: New customer - Pack Purchase error when trying to buy Flex Sim plan online

Great to hear that you managed to get sorted, @SimonC1. 🙂

 

Are you transferring your number from another network?

 

We have a brilliant page that explains how to transfer your number.

 

Chris

by SimonC1 Investigator
Investigator

Re: New customer - Pack Purchase error when trying to buy Flex Sim plan online

Hi Chris,

Yes, that was the page I was following to transfer my number.

I entered my Pac code from Virgin media, and then the new EE number and the old virgin number I want to keep, but get the unregistered error when clicking ok?

by
EE Community Support Team

Re: New customer - Pack Purchase error when trying to buy Flex Sim plan online

Is the PAC code in this format: ABC123456 (three letters followed by six numbers)?

 

What number comes up when you text NUMBER to 150?

 

Chris

by SimonC1 Investigator
Investigator

Re: New customer - Pack Purchase error when trying to buy Flex Sim plan online

Hi Chris,

The new EE phone number comes up when i text 150, and yes the Pac code is VRG followed by 6 numbers

by
EE Community Support Team

Re: New customer - Pack Purchase error when trying to buy Flex Sim plan online

OK thanks @SimonC1

 

It may be that the temporary number is still activating on the network. Could you try it later on tonight or in the morning?

 

Alternatively, if you speak to our Mobile Care team, they'll try and set it up for you directly on our system.

 

Chris

by SimonC1 Investigator
Investigator

Re: New customer - Pack Purchase error when trying to buy Flex Sim plan online

Ok Chris will do,

Thanks for your help and have a nice evening

by
EE Community Support Team

Re: New customer - Pack Purchase error when trying to buy Flex Sim plan online

No problem at all. Please come back and let me know what happens, @SimonC1 🙂

 

Chris

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