16-01-2014 09:12 AM
To t mobile, or ee or whatever you want to be called. There is clearly a problem with the smart packs on t mobile. Pleas, will one of the customer service staff get on this forum and tell us what they are doing to reinstate the packs?
None of us are able to get through due to 'a high volume of calls' ..... just let us know what has happened, what you are doing to fix it ..... in other words, I am asking you to give some customer service! Thanks, Mark
Solved! Go to Solution.
21-01-2014 03:35 PM
A final update on this issue.
I'd like to apologise again for the inconvenience that our Smart Pack customers experienced last week.
The digital fix designed to return missing Smart Packs to your devices and return Smart Pack customers' balances to what they were prior to the outage has now been completed.
Anyone still experiencing issues with their T-Mobile PAYG or smart pack should contact customer services.
16-01-2014 09:15 AM
Neither the 150 number or the paid customer service number is accepting calls. We'd better be compensated for this.
16-01-2014 09:23 AM
Not letting me get through to customer services, have no way of sending texts or the internet, anything could happen!! Fuming....
16-01-2014 09:25 AM
what smart parks have disappeared? mine was the one where you top up £15 the month before and receive unlimited free texts and 500mb of internet this month.
16-01-2014 09:27 AM
I top up £10 a month and get unlimited texts, unlimited internet by texting monthweb to 441 and then £5 calling credit as the monthweb takes off £5 credit... i thought it was something wrong with my phone but it has settled my mind knowing everyone else has this problem, do t mobile even reply to these EE Community messages? really not happy this morning due to this.
16-01-2014 09:30 AM
16-01-2014 09:32 AM
When I rang they said that there was a que and they would disconnect my call and try again later! If anyone gets through can you please tell us all what is happening and how to get it back up and running or when it will be fixed?
16-01-2014 09:40 AM
its rediculous, iv got the same problem as you got my bundle yesterday had sent 1 text and 1 phonecall but all of my texts and minutes and internet have gone already, and as my phone is now playing up after dropping it i cant even get through to t-mobile when i ring! and have no means of getting in contact unless i top up again!
EE sort it out will you?!
16-01-2014 09:52 AM
Me too been ringing since 7.30am this morning i top up £10.00 a month and get unlimited texts. Got nothing at all keep getting a text message saying insufficient funds!!!
Considering they are busy, they were quick enough to send me a new code to top up to a new plan!!!!
Compensation is needed T.Mobile!!!
16-01-2014 09:55 AM
If anyone gets through can you please let me know on here? hopefully it is a glitch and they put us all back onto our normal plans.
16-01-2014 10:01 AM
Ah! At least its not just me then! Got a text through from them saying i only had 98p letf and no allowances! I only put the £10 smartpack on a couple of days ago and barely used the phone! I notice now my credit is going down as well - despite it being synced with my wi-fi and i've not used it other than to check balance (which i thought was free?!)...it was 98p at 8:30am this morning and its now 72p. Come on EE/T Mobile - sort this out ASAP and give us our Smartpacks back at least!!!!!!
16-01-2014 10:24 AM
Same here!! It's a cliche, but I also thought it was just me.
EE should release some sort of press statement, but of course, they are not going to.
This is outrageous!!!
In my case, I had £0.00 so when I tried to use my phone, I couldn't. However, I think of the poor people who are unaware of this situation and when they are, it will be too late, their balances will have gone down BIG TIME.
This is pure THEFT.
16-01-2014 10:27 AM
16-01-2014 10:34 AM
Not interested in starting a controversy. Call it whatever you want, but something that belongs to us has been taken away from us.
We need it back and NOW.
16-01-2014 10:37 AM
true - its a glitch not theft although i'm having trouble viewing it same way! trouble is, if no-one can get in touch with the network provider (EE/TMobile), how can we hope to have it rectified? Surely they can't expect 100s of 1000s of people to be dealt with individually as i suspect its affecting vast numbers of people? I've tried ringing them literally dozens and dozens of times now on my landline but it just says 'we are experiencing high call volumes...' etc etc, then it tells you to try again later and hangs up. Not a chance of getting through.
16-01-2014 10:37 AM
Theres customers service advisers on here they've replied to other posts in the last 40 mins on this section.
16-01-2014 10:43 AM
My smart pack has gone to . tried calling 0845 help line 9 times got cut of .
can we get to pls know whats happening