EE Add-ons & Benefits - Not Working

[UnluckyXIII]

Hey,

Not sure if anyone here is able to help, my current contract includes an additional "add-on" but when trying to add this via the TXT service it says that the service is currently in high demand and to try again later.

When trying to add via my account page on the App/Website I get an error message:-

"Inclusive Extra update error.

Sorry, due to a technical problem we're currently unable to update your inclusive extras. Please try again later."

This has been the case for 5 months since singing up for my contract, how long will it take for EE to fix it as that's almost 5 months I've not been able to have what I'm paying for?

[Leanne_T]

Hi @UnluckyXIII 

Thanks for coming back to the community. 

Have you reported this to our technical support team to get this investigated and a support ticket raised if needed? 

Thanks. 

Leanne.

[UnluckyXIII]

Hi Leanne,

Thank you for the reply, I don't even know where to begin in reporting issues, I don't see any option on either the App, the website or via TXT.

[James_B]

Hi @UnluckyXIII,

You can contact technical support on 150 from your EE phone.

James

[vitellozzo]

Since this has been going on for months, and there is no resolution coming, just text the following to 150 (you will need available credit to actually buy the add-on you need):

ADD ON - Get list of data, text or minutes add-ons
ADD TEXTS - Get options to buy texts add-on
ADD MINS -Get options to buy minutes add-on
ADD DATA - Get options to buy data add-on
ADD INT - Get options to buy minutes and data when abroad.

Don't be surprised when some of the options will not be recognised (e.g. I can't buy 200 texts for a day).

List of all codes 150 accepts:
https://ee.co.uk/help/mobile/manage-use/pay-as-you-go/get-help-by-texting-150-on-pay-as-you-go-or-fl...

[Betty1996]

How do you add on when the card is in a router???

[vitellozzo]

Gee, what a clueless operator, even logging to the forum to reply was like jumping through rings of fire...

Every router has a web interface you can log into. The router will have an "SMS" section where you can read incoming messages, reply to them and create new ones. Login details are within the manual that came with the router, or printed on a sticker on the bottom of the router.

Alternatively, you should be able to take the SIM card out of the router, put it in your mobile and use the codes I posted to top up.