Stay connected if your data runs out

[Katfood]

Good morning Jordan,

I have just had a notice from EE to say my data has run out. 

As today is the last day of my billing cycle I decided that it was not important and I would run with the 'stay connected' part of my plan.

But I'd been cut off.

So I rang 150 and got a link which I could not use!

I rang again and got a very nice lady who put an additional 3gb on my account. I asked why 'stay connected' had not kicked in and was told that it wasn't part of my plan. But, I have an essentials plan, or at least that is what I was told and it was dated after 2022.

Why did I have this happen?

Neil 

[Katie_B]

Hello @Katfood. 

Thanks for coming here. 

Did you purchase our Essentials plan before August 17th 2022?

Speak soon, 

Katie

[Katfood]

It was at renewal which was October 2024.

I suspect that you will tell me that is the reason.

When a plan expires I was told it continues as before if you don't alter it, please confirm that I am correct with that.

Neil

[Katie_B · Accepted solution]

Hi @Katfood. 

Thanks for getting back to me. 

If you are on an Essentials plan taken out after August 17th 2022 then your plan should be eligible for the Stay Connected data add-on.

To get this looked into further I'd recommend speaking with our customer care team who have account access. 

Katie