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Unable to purchase add-ons

T-sg
Contributor
Contributor

‎24-07-2024 05:38 AM

Hello, I could still buy add-ons on March 14 this year and the usage period could be extended normally, but I can’t buy them now and the existing balance cannot be used. My account went dormant after 179 days. Who is responsible?

 

Unable to purchase add-ons1.JPGUnable to purchase add-ons2.JPG

0 Helpful
3 REPLIES 3
T-sg
Contributor
Contributor

‎24-07-2024 04:01 AM

Me too. I could buy additional services on March 14th, but not now. The existing balance cannot be used. Who would dare to continue to recharge?

0 Helpful
Northerner
EE Community Star
EE Community Star

‎24-07-2024 06:08 AM

Hi @T-sg 

If you don't make any chargeable call or text your account goes into hibernation. Read here:

https://ee.co.uk/help/mobile/manage-use/pay-as-you-go/pay-as-you-go-credit-run-out-when-i-havent-mad...

Thanks 



To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.

EE standard opening hours are Monday to Friday, 8am to 9pm - Saturday and Sunday, 8am to 8pm.
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ItsNotRealNeil
Valued Contributor
Valued Contributor

‎24-07-2024 09:05 AM

This has nothing to do with dormant accounta, I also haven't been able to buy any addons since May despite using my phone daily. I have called support, I have raised the issue on here (and it has supposedly been referred to to the tech team) and yet still the page does not work. My only option now is to find another provider as it's pretty clear EE are either unable to fix it or simply aren't taking it seriously. I'm tired of calling their support when I'm in another country and need roaming added to my account, it's a massive inconvenience.