Data add-on

[jmawford]

Hi, I need someone from EE to help me urgently with data add-on for my 4G Home Broadband, please. 
Tried to call you but your automated system does not recognise my device number, and I just go round in circles with "press this number, this one, this one". Have not been able to connect to an actual human. 
My current billing cycle ends 23rd September; I need to purchase a data add-on to keep me going until then. 
Previously I have just topped up via my account page, but that option is no longer displayed. 
I saw others on this forum being advised to go to add-on.ee.co.uk and buy an add on that way. Tried that, followed the instructions but just keep getting an error message. I'm not connected to WiFi, or a VPN. 

Please can someone help? 
Thanks in advance

[Ali_A]

Hi @jmawford 

Welcome to the EE Community

When visiting the Add-On page, are you doing this through a device that is connected to your 4G Home Broadband router? 

Ali

 

[jmawford]

Hi Ali,

No, I'm not. I followed the instructions on the add on page which said to disconnect from Wifi. 

[Ali_A]

@jmawford  

The for the Add-on page to work correctly, you need to access it using mobile data of SIM card that requires the add-on. 

As the SIM card is in a 4G Home Broadband router, you'd need to use an alternative device, such as mobile phone, tablet or laptop, that is connected to the 4G router, either through WIFI or wired connection if it has one. This in turn then uses the 4G routers SIM card mobile data connection. 

If this is not working as expected, and you're still seeing the error page asking you to turn off WIFI, the other option would be to pop the SIM card out of the 4G Broadband router and into a mobile device and then access the add-on page directly. 

Ali

[jmawford]

Hi Ali,

Tried again using my phone with Wifi switched on  - still didn't work. Then I just decided to try leaving Wifi on but turning off mobile data (my phone account isn't EE) and hey presto, "buy data" page loaded!  

I have no idea if turning off mobile data is what did the trick, but I now have my add-on. 🙂

Thanks a lot for your help. 

[Ali_A]

@jmawford 

Ah that's great to hear! 😃

It sounds like your phone was still trying to use it's own mobile data rather than trying to force through the 4G router WIFI. Switching off Mobile Data has done the trick! 

Thanks for getting back to us with the outcome 

Ali