can't buy add on data even though I have £15 credit?!

[darknights81]

hi guys, anyone having this issue? I've got credit but it won't let me top up my 4g EE mifi? so frustrating! 

Ive tried using the £15 credit i have, and even tried to set up payment with a new card for a reccurring top up but no joy? i really need this issue sorted asap as my phone is on vodaphone, but having major network issues, so need this as a backup toi crry on with work emails on the move. thanks guys

[XRaySpeX]

Visit 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.

[darknights81]

Unfortunately my mobile phone is on Vodafone, so it won’t let me do this. I guess I’ll have to go to the EE shop for help


Antony 

[Mod edit: Please do not share personal details as your posts are visible to the public. Thanks!]

[XRaySpeX]

Doesn't matter what network your mobile is on. You're not connecting to that network. Connect your mobile to the mobile router by WiFi & then go to the link I showed you.

[Mikeelliottuk]

That link does not work currently.

[Mikeelliottuk]

I get the same error.  I’m unable to purchase a data add-on for my SIM at the moment.

[Peter_W]

Hi @Mikeelliottuk, welcome to the EE Community.

Are you getting the same error message that was shared above when heading to that page? 

Also is it a phone or a mobile WiFi router that you're using your SIM in at the moment?

Peter

[Mikeelliottuk]

Yes, exact same error.  I’m unable to purchase a data add-on.  I’ve tried from the EE website and also from the EE mobile app.  

[Peter_W]

Thanks @Mikeelliottuk.

What device are you using your SIM in, and is this the connection you're using when trying to access this page?

Peter

[Mikeelliottuk]

The SIM is installed in a Hauwei 4G router for this connection.  But also, I’ve tried to buy an add-on using the EE app from my mobile phone which also has its own EE sim.  The facility to purchase add-ons is broken.  I was on the EE support line earlier and even they were unable to help me purchase an add-on over the phone, they were experiencing errors on the back office systems to do the same.