by Kaydi Investigator
Investigator

Topping up gives credit but no data

I have the Huawei Mobile WiFi device and every time I top up, be it by voucher or online my account says I have the £25 in credit but it’s not used to give me the data. The first time it happened I was out of data so phoned to sort it but the call cost me £10 so every time since I’ve used the live chat line but no one has been able to tell me why my credit doesn’t automatically give me the data I pay for. 

Does this happen to anyone else? 

1 SOLUTION

Accepted Solutions
by Grand Master
Grand Master
Solution

Re: Topping up gives credit but no data

@Kaydi: Topping up just adds to your PAYG credit, just like your wallet, but it doesn't spend anything. You need to browse to http://add-on.ee.co.uk/purchase to buy data add-ons from your topped-up credit.

 

Calls to EE CS only cost 25p a time if you're on PAYG & live is not available to PAYG users.

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC

View solution in original post

6 REPLIES 6
by Grand Master
Grand Master
Solution

Re: Topping up gives credit but no data

@Kaydi: Topping up just adds to your PAYG credit, just like your wallet, but it doesn't spend anything. You need to browse to http://add-on.ee.co.uk/purchase to buy data add-ons from your topped-up credit.

 

Calls to EE CS only cost 25p a time if you're on PAYG & live is not available to PAYG users.

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC

View solution in original post

by Kaydi Investigator
Investigator

Every time I top up it says I’m in credit but the credit isn’t used to give data

I have the Huawei Mobile WiFi device and topping it up is a pain as every time it says I have the £25 credit but I’m not given the data. Surely this should be automatic? Twice I’ve ran completely out of data despite my account being £25 in credit and I’ve had to use a neighbours computer to go on the live chat line to get the credit into data as it cost me £10 to phone them the first time. Does this happen to anyone else? 

by
EE Community Support Team

Re: Topping up gives credit but no data

Hello there @Kaydi

 

Welcome to the community.

 

I can see @XRaySpeX has helped you with your query.

 

Have you been able to buy data now?

 

Leanne.

by Kaydi Investigator
Investigator

Re: Topping up gives credit but no data

Hi Leanne,

 

Yes thank you, had a few problems as every time I clicked to go to add ons it took me to a page that said Forbidden, you don’t have permission to access /wifiauth/ on this server. I have no idea why this was but I eventually managed to get to the add ons by following the link in @XRaySpeX‘s email. 

I find it strange that nowhere is it explained that topping up doesn’t top your data up and even stranger that no one I spoke to either on the phone or on the live chat line knew that you have to click on the add ons to get data added on! 

 

And as @XRaySpeX also told me the chat line isn’t available for pay as you go customers I’m not sure how I managed to use it each time. 

 

I do have another question as my account is set is set up for me to receive an email when my data is low but I have never received these. This means I have to keep logging in to check my data. Is there anything I can do to receive these emails? 

 

Angie

by
EE Community Support Team

Re: Topping up gives credit but no data

Hi @Kaydi

 

Thanks for coming back to me.

 

Have you checked your junk/spam folder?

 

Leanne.

by Grand Master
Grand Master

Re: Topping up gives credit but no data

Thanks! You're welcome :)! Glad I could be of assistance & it is now sorted.

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC

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