by plsdeluno Established Contributor
Established Contributor

Data missing from allowance Pay as you Go

Hi please can you help me with a small problem. I am on Pay as you go, I pay £1.00 per week. Every 12 weeks you can choose a free boost to add on to your allowance mins, texts or data. I started with 25 mins but with adding the boosts I have 125 mins a month, however when I recieve my allowance each week it states on my phone that I only have 25 mins plus 10 extra as an add on. If I log on to EE with my laptop it shows me that I have the 125 mins that I should have.

 

Does anyone know why?

 

I get 110 MB allowance each week, which is 10 with the pack and 100 free boost however I have just recieved my new pack this morning and it states 93 MB left from 110. I have not used any data so.

 

Why is this?

 

Thank you

 

(I can not use the EE app on my phone as Microsoft phones no longer support it)

15 REPLIES 15
by Grand Master
Grand Master

Re: Data missing from allowance Pay as you Go

@plsdeluno  You can use this link to check your data allowance 

 

http://add-on.ee.co.uk/status

 

Save it to your device for future use.  

by plsdeluno Established Contributor
Established Contributor

Re: Data missing from allowance Pay as you Go

Hi Cris, thanks for you suggestion.

 

I tries that but I could do anything with the link that you sent me.

If I check my account on my EE it shows me that I have only 93 MB out of 110 and yet I have just recieved my new pack. 

Best wishes

by Grand Master
Grand Master

Re: Data missing from allowance Pay as you Go

@plsdeluno. You need to do it over a cellular data connection so you need to turn wifi off on the device. 

 

by plsdeluno Established Contributor
Established Contributor

Re: Data missing from allowance Pay as you Go

Hi Chris, I have tried it with my mobile, switched off the mobile and then reconnected and it just takes me to the link that you gave me but I can not do anything with the link.

 

Thanks

by
EE Community Support Team

Re: Data missing from allowance Pay as you Go

Hi @plsdeluno

 

Thanks for choosing community 🙂

 

If any allowances are showing as incorrect or not quite what they should be, then please contact customer services and they will look at this for you.

 

Cheers

 

Richard

 

🙂

by plsdeluno Established Contributor
Established Contributor

Re: Data missing from allowance Pay as you Go

Hi Richard

Thats what I would normally do if it was anything else but to conntact them the phone call does not come out of my allocated minutes so it would not be worth the cost of a call (expensive) for the allowance that is missing or for an explanation why it is missing.

 

I am not sure if you can contact them free.

 

Thank you

by
EE Community Support Team

Re: Data missing from allowance Pay as you Go

Hi @plsdeluno

 

It would require a call into customer services to check this out.

 

This would be chargeable.

 

Cheers

 

Richard

 

🙂

by plsdeluno Established Contributor
Established Contributor

Re: Data missing from allowance Pay as you Go

Thank you for confirming that Richard. I think it as a tactic that many companies use so that you dont contact them.

by
EE Community Support Team

Re: Data missing from allowance Pay as you Go

I'm sorry to hear that you feel that way, we absolutely do want you to call so you can resolve this @plsdeluno

 

Either way I hope you have a lovely Easter weekend.

 

Thanks 

 

Richard

 

🙂

 

by Grand Master
Grand Master

Re: Data missing from allowance Pay as you Go

@plsdeluno. Just to inform you its 25p flat rate to call customer services

by plsdeluno Established Contributor
Established Contributor

Re: Data missing from allowance Pay as you Go

Thanks Chris, is that 25p per minute or call?

 

Thank you

by Grand Master
Grand Master

Re: Data missing from allowance Pay as you Go

@plsdeluno. Flat rate means for how ever long the call lasts.  

by plsdeluno Established Contributor
Established Contributor

Re: Data missing from allowance Pay as you Go

Thank you once again Chris.

by plsdeluno Established Contributor
Established Contributor

Re: Data missing from allowance Pay as you Go

Thank you both for your help. I have been talking to customer servcies and I have an answer to the query.

 

It seems that my pack is renewed every Thursday but the data allowance is renewed every Sunday.

 

Have a great Easter

by
EE Employee

Re: Data missing from allowance Pay as you Go

Glad you got some answers @plsdeluno

 

Many thanks,

 

Lee

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