Credit unable to turn to data

[Woodruffdonna]

Hi, hope someone can help. I have topped up my data well thought I had but it’s showing as credit. I haven’t been able to move this credit to data! We have 4GEE mini wifi and every time I log in says I need turn of wifi in settings I have done this and still not working. Can anyone help me please would be extremely grateful 😊

[XRaySpeX]

@Woodruffdonna : It really means don't connect by WiFi to a fixed home BB router but of course you need to connect your device by WiFi to your mobile router in order to use it.

Look at http://add-on.ee.co.uk/purchase from a device connected to your mobile router by WiFi to see what data-add-ons are available.

What does texting AL to 150 from it fully report verbatim (it is free)?

[Woodruffdonna]

Thanks for your reply but when I click on the link still goes to same page can’t go any further until not connected to wifi. I am literally sitting in my caravan not at home. So not connected to wifi! When I try and connect to the box it takes me to purchase page and shows £45 credit but all I can do is buy more not use the credit I have on there? So random! 

[XRaySpeX]

What does your online MyEE say about your current Pack, allowances & credit? It'll be on the landing or My EE Mobile page.

[Woodruffdonna]

Hi, sorry not sure what you mean or where to look for that. I have tried to connect to the webpage it’s given me 192.168.1.1 but that now comes up as not connecting. This is where I would normally look. So bit stuck! 

[XRaySpeX]

No, I'm not talking now about your router but about your online MyEE a/c. Click on MyEE at the top L & then Your Products.

[Woodruffdonna]

Go onto muse and my products goes to same page my broadband my mobile and my community. When I click on my mobile with mobile number given on box goes to the same page to login to box. I do this through wifi and takes me to the page to buy more. I don’t want to buy more I want to add the credit I can see but can’t use?!

[XRaySpeX]

You don't want to buy more what? It's offering you to buy more data which is what I thought you wanted.

Show me the page you see when you click on My Mobile of your MyEE.

[Woodruffdonna]

Hi, no I brought £45 pounds worth and it is showing as credit. The reason I have £45 is because I keep buying it but it’s not showing as data just credit? 

[XRaySpeX · Accepted solution]

The £45 is not from buying data but from just topping-up your credit with money. It is just available to buy data but it is not data itself. It's like the money in your pocket ready to spend on what you like. Now you need to buy some data & it is offering you to buy some.

Show me images of the pages you are talking about & I'll be able to guide you better.