Topped up EE 4gee Wifi by ringing 150, taken payment but credit never received

[hy9]

I ran out of data, and was struggling to top up my 4gee Wifi online. It appeared that without data, you can't top up! So topped up by ringing 150, the payment was taken, but credit never received.

As it is a router, there is no phone to text from, just a phone number.

I then realised I could top up using my actual phone, by putting in the 4gee wifi phone number, and successfully topped up online. But I never received the 150 top up......

[XRaySpeX · Accepted solution]

@hy9 :

1.  Mobile routers contain a SIM. All SIMs have a mobile no. Visit http://add-on.ee.co.uk/status from a device connected to your mobile router by WiFi to see your data & credit status as well as its mobile no. at the top. What does it say,  obscuring your mobile no.?
2. To top-up use Fast Top-up online to pay by UK bank card. You don't need to login or register anything. All you need is your mobile no. & it doesn't remember your card details. No need to transfer SIM to a phone.

[hy9]

Thanks, yes i know how to check my balance using http://add-on.ee.co.uk/status and it told me I had no data and I needed to click on a link to top up or ring 150. When I tried to do the Fast Top-up online, it wouldn't work as it seemingly required me to have data to access the right web page to be able to use it. So instead I rang 150.

I later used the Fast Top-Up online using my phone contract data.....and was successful.

The £10 credit I bought using the 150, is outstanding but I was charged.

[Katie_B]

Hi @hy9. 

Thanks for getting back to us. 

I'd recommend speaking with customer care who have the access to be able to look into your missing £10 credit. 

Katie