by earonson12 Investigator
Investigator

I am unable to buy a pack

I have been trying to buy a new pack for my EE sim card. I topped up my account and now when I try to use it, it says "Sorry this hasn't gone through. It's out fault." I've been trying for 2 days but it won't go through.

13 REPLIES 13
by Grand Master
Grand Master

Re: I am unable to buy a pack

Are you just trying by using your MyEE? Have you tried the text service? Just text the pack code to 150 or ALL PACKS to find out what packs.

 

What exactly does texting AL to 150 report? 

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC
by
EE Community Support Team

Re: I am unable to buy a pack

Good Morning @earonson12.

 

Welcome to the community 🙂

 

Let us know how you get on following @XRaySpeX's advice.

 

If you're still having trouble I'd recommend contacting our customer service team so they can check your account.

 

Jon

by earonson12 Investigator
Investigator

Re: I am unable to buy a pack

I have tried the EE website and the mobile app. Both give me the same error. I'm currently in the US using a different SIM so I am unable to call. Is there an email for EE customer service. 

by
EE Community Support Team

Re: I am unable to buy a pack

Hi @earonson12

 

There is not an email address to contact our customer service team.

 

Are you able to receive calls on a UK mobile number?

 

Jon

by Grand Master
Grand Master

Re: I am unable to buy a pack

Even if you bought a pack there it would be useless in the US. They are only valid in UK & EU.

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC
by earonson12 Investigator
Investigator

Re: I am unable to buy a pack

I'll be in the uk next week and I wanted to make sure I had a pack before I land as I have done in the past.
by
EE Community Support Team

Re: I am unable to buy a pack

Hi @earonson12

 

How have you previously successfully purchased a pack?

 

When was the last time you made any chargeable activity on your EE sim?

 

Chargeable activity can be any of the following:

  • Voice and data usage. This includes making calls, sending text messages and picture messages, retrieving a voicemail, and using data.
  • Topping up your account.
  • Buying a Pack or an Add-on.

Speak soon, 

 

Katie 🙂

by earonson12 Investigator
Investigator

Re: I am unable to buy a pack

I last purchased a pack in March 2018.
I have gone several months without purchasing a pack in the past and haven't run into any issues. Could the error be due to a prolonged period of inactivity?
by
EE Community Support Team

Re: I am unable to buy a pack

This could be the reason why @earonson12

 

Are you able to receive incoming calls on your EE sim?

 

Katie 🙂

by earonson12 Investigator
Investigator

Re: I am unable to buy a pack

I'm not sure because I havent used the sim in several months. How can this problem be resolved?

by
EE Community Support Team

Re: I am unable to buy a pack

For full information please see our hibernation page @earonson12

 

Our customer service team will be able to confirm if this is the case. 

 

Thanks, Katie 🙂

by earonson12 Investigator
Investigator

Re: I am unable to buy a pack

I'm now in the EU and still unable to call customer service because outgoing calls are barred. My texts to 150 will not go through. 

by
EE Community Support Team

Re: I am unable to buy a pack

Hi @earonson12

 

Do you know if you're able to receive calls?

 

Chris

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