4GEE wifi can’t top it up

[Florence23]

We’ve got a 4GEE internet dongle as we just moved house and waiting for our main internet to be set up.

We bought it 1 week ago, with the data, worked fine. Now the data has expired and need to add more (I wfh). There seems to be literally no way to do this. I made an EE account but it won’t let me proceed off the start up page until I enter an EE mobile or home broadband number - I don’t have these.

Extensive googling, reading the instructions, I can’t find anything about topping up. I read something about its a mobile device, so it would have a phone number associated with it, you just have to visit a certain link while connected to the wifi - the data has run out so we can’t.

Surely we haven’t just spent £50 on something we can’t top up???

[XRaySpeX]

@Florence23 : You mobile router has a SIM. Every SIM has a unique mobile no. Text NUMBER to 150 to find what it is.

[Florence23]

Thanks, we found the mobile number for the 4GEE on the box. We’ve topped up £20 onto the device. I’ve gone to the page for purchasing data and clicked to purchase 30GB. However it just loads and loads and won’t apply it. It wants me to “turn off wifi” (presumably so I’m connecting from an EE device). But my phone 4G isn’t EE, it’s Gifgaff. My wifi is EE, but it has run out of data. You’d think it’s extremely common for a person to purchase new wifi data only once they’ve used up what they had. Therefore it is ridiculous that you can’t purchase more once you’ve run out, unless you’re an existing customer. Again, we paid £50 for this device, plus the £20 for the original data, and now another £20 topup which we can’t even convert into data to use it. 

I’m assuming I’ll have to get on the customer service phone line in the morning - is there really no other way?

Funny how it lets me spend £ on topup from any network connection (no problem taking my money…), but I have to be connected to an EE network to convert the money to usable data…. Ridiculous.

[XRaySpeX]

I don't get it! If you've clicked to purchase 30GB on the http://add-on.ee.co.uk/purchase page you've already got beyond the point where it wants you to “turn off WiFi”. That only happens when you 1st go to that page from a phone connected by WiFi to something other than your mobile router.