09-07-2018 07:16 PM
I paid £20 - my card has been debited. But the app says I have zero balance even though it also says mynlastbtop up was today! It won't let me buy a pack because of zero balance! Why??
05-07-2018 02:56 AM
08-07-2018 12:39 AM
09-07-2018 07:51 PM
In fact I don't have the SIM card with me. It's in my wife's phone which is powered off. She is flying to the UK tomorrow and I need her to have credit when she lands.
09-07-2018 07:57 PM
09-07-2018 08:03 PM
Thank you Lee for your reply. This is my first experience with EE - it scores zero out of one and so I will advise her to buy a new SIM card when she lands. I can't be doing with a flakey service. I am used to the situation where top up means top up not requiring an undocumented hack!
Thanksvagain for your help.
Any advice on reclaiming my £20 or should I speak to my cc advisor or the regulator?
09-07-2018 08:55 PM
A diagnostic isn't a hack!
09-07-2018 09:13 PM
I agree. " What do you get if you SMS AL to 150" is a diagnostic.
"sometimes the turning off and on will sort it out usually." Is an undocumented hack.
But semantics aside, whatever the network can claim in terms of speed etc is not helpful if the basic function of topping up is unreliable.
If there were a statement to the effect "only use this app from a phone containing your SIM" then the user would be forewarned. But I have now got a difficult situation because I made the mistake of relying on an EE SIM to allow my wife (who speaks little English) to establish contact as soon as she lands tomorrow.
Lesson learned. EE abandoned.
09-07-2018 09:25 PM
"only use this app from a phone containing your SIM"
mean, how does it forewarn you & how is it relevant? MyEE app may be used from any phone, even non-EE, by logging into the relevant a/c.
10-07-2018 08:32 AM
Did you select an EE pack when you initially purchase or topped up the SIM?
If so, the pack has probably activated as soon as the top up went through.
Texting BALANCE to 150 would confirm this, although I know your wife won't be able to do this until she lands.
10-07-2018 09:13 AM
10-07-2018 09:22 AM
No, it definitely wouldn't take the credit for retrospective packs.
I think, because the app shows there is no active pack and that the top up was successful, the best course of action is to contact our customer service team.
They have access to your account and will be able to find out what has happened and put it right.
Please come back and let us know what happens.
10-07-2018 05:58 PM - edited 10-07-2018 06:01 PM
If your top-up had gone to buy a pack which wouldn't be activated until the end of the previous one, the 14th, it will still show up in MyEE as "Stacked" or "Pending" even when the SIM is off. Packs belong to the no. not the physical SIM.
You should ask your wife to text NOW to 150 as well as AL.
by Flackwell a week ago