Data top-up not taking effect

[tsoundy]

I ran out of data allowance whilst in France. I bought 1gb of extra data - the money has been debited from my bank account. The data increase does not seem to have been applied - I'm still getting much slower download speeds. Can someone from EE please sort it out ASAP.

[Chris_B]

@tsoundyHave you tried just restarting the device?    

[tsoundy]

Yes, restarted and no difference. I'm still seeing the attached. Yesterday I clicked 'Buy data' and bought another 1gb. The money was debited from my bank account but no data added it would appear.

 

[Katie_B]

Hi @tsoundy. 

Thanks for providing further information.

If you text BALANCE to 150 what reports back?

Katie

[tsoundy]

I get this error..

 

[Leanne_T]

Morning @tsoundy 

Thanks for trying this for us. 

I'm sorry we have no account access on the community to get the data speed looked into. To speak to an EE tech guide please get in touch by giving us a call on either 150 from an EE phone or +44 (0)7953 966 150 from any other phone. The tech guide will take a look into your account and see what is needed to help you get this sorted. 

Let us know how you get on 🙂

Leanne. 

[tsoundy · Accepted solution]

I hit "Buy data" again and it worked this time - and checking my online banking i don't seem to have been charged again, so hopefully it's now sorted - thanks

[Leanne_T]

Hi @tsoundy 

Thanks for coming back to us with an update. 

Glad this is now sorted for you and the data has been added 🙂

Have a lovely time in France. 

Leanne.