Full Works SIM - No Inclusive Extras available

[Daveoc64]

I switched to the "Full Works SIM £48 12MHP" SIM Only Black Friday offer on Tuesday.

This is supposed to have 1 Inclusive Extra, but due to some sort of error, my account is now showing that I have no inclusive extras available.

I previously had Netflix as my Inclusive Extra. It was removed when the upgrade took place and Netflix immediately charged my credit card.

I've contacted support multiple times about it - first they said it would be resolved yesterday by changing me to a different plan, now they're saying it will take up to a week to resolve. I've also had the EE Messaging Service in the app ignore me completely.

Has anyone else encountered this? Is there a way to actually resolve this?

[Jak92]

Yeah got same issue here! Annoying 😩

[Alex_H]

Hi @Daveoc64,

I am sorry you are having an issue with your new plan and your inclusive extra. Based on what you are saying it sounds like our technical team may have raised a ticket on your account in which case they will be investigating the issue to help get it resolved as soon as possible.

If it is effecting your account it is unlikely to make a difference, but if it has not been tried already you can text PICK to 150 as an alternative way to select your extra to see if that is unaffected.

@Jak92 IF you have not done so already I would also recommend reporting this to our technical team to help get your issue resolved.
 

Alex

[Jak92]

I've being told to wait 24 hours to see if it sorts itself out as of this morning issue is still there 🤷‍♂️

[Damienw1]

Same issue here. @Alex_H When you text pick to 150 it says you are not on one of our smart plans 

[Michael_D]

Hi @Damienw1 

If you do have a Full Works or All Rounder plan, I'd recommend speaking to our customer support guides so they can bring up your account and check the plan.

If they need to, they can get a ticket raised if they can't get the inclusive extras added for you.

Michael

[Jak92]

Was told by a EE tech team that it's an issue they hope to resolve within a week (no idea why so long) and seems to only be affecting customers who took the 12 month half price offer. I've managed to get a month free off EE added while they try and sort it out! 

[Daveoc64]

I was also told it would take a week, but then again, I was also told it would be fixed after a day!

I'm glad you were able to get a free month from EE!

[Ga50]

I have exactly the same issue.  Was promised call backs and called multiple times and no one helping.  

[bmeacham3631]

Same issue here, joined on the Full Works plan through the Black Friday sale and have no access to inclusive extras, just says 0/0 in app