26-09-2017 11:11 AM
I usually have a VIP pack which is the £25 pack for £20. Today it didn’t renew. I called customer services costing 25p. They said they didn’t want to take it off and manually start it as I would have to pay full price and to wait. However this isn’t really practical as I can’t use data on my phone. I tried texting now to 150 to start the pack but it says I don’t have enough credit. Even though I have over £40 on. Am I the only one this is happening to and is there any other solution? I need to use my phone!
26-09-2017 01:39 PM - edited 26-09-2017 01:39 PM
26-09-2017 02:05 PM
I have just spent another 45 minutes on the phone to them. They have forwarded the problem to a single user problem team (I think that’s what it was called), and given me a small allowance to use in the mean time as they can take up to 72 hours to respond. Less than ideal but let’s see how they handle it as this is the first real problem I’ve had in two years being with EE.
26-09-2017 02:14 PM
Thanks for getting back to me, @Jamiebu.
It sounds like they have escalated this correctly. That means it has been passed to a higher technical team to investigate what, on our systems, may be causing this issue.
Once they identify it, they'll be able to fix. That's why it takes a little longer than normal.
Fingers crossed it's sorted soon. Keep us posted.
27-09-2017 01:44 PM
So my pack renewed overnight but there are still issues. Today all incoming calls are showing as unknown and when I tried to call customer services to sort it I was told I don’t have enough credit to pay the 25p connection fee when I have over 20 quid on.
27-09-2017 02:37 PM
Unfortunately rebooting didn’t cure the issue. It needed another lengthy call to customer services trying various fixes before being put through to second level technical support who sorted it within 5 minutes. I hope all these issues aren’t a sign of things to come with EE as I haven’t had any problems in the last 2 years.
by Flackwell a week ago