£10 Everything Pack

[SarahEllis]

I topped up my phone last night with enough credit for my pack to automatically renew.

Today, my £10 everything pack did NOT renew itself, despite there being £10 on my phone.

I had masses and data built up also and obviously, this has not renewed either.

Where is my pack?

[XRaySpeX]

What does texting AL to 150 from your no. fully report verbatim (it is free)?

[SarahEllis]

It says, your current balance is £10.00. Your last top up was £10.00 on 02/10/2024.

My pack has STILL NOT RENEWED.

[XRaySpeX]

What does your online MyEE say about your current Pack, allowances & credit? It'll be on the Home > View Full Usage page.

[SarahEllis]

It says I have £10.00. The pack did not renew though as it said I didn't have enough credit.

There is £10.00 on my phone though.

Going round in circles here.

[Michael_D]

Hi @SarahEllis 

If the credit is showing as available, can you try to text NOW to 150 to activate the pack?

Let me know how that goes.

Michael

[SarahEllis]

Nearly an hour on the phone to EE. Still not resolved to be honest. Texting Now to 150 fired back that I don't have enough credit for my pack to renew.

I DO NOT WANT TO CHANGE TO A DIFFERENT ONE.

There is TEN POUNDS CREDIT on my phone. I also had built up a THOUSAND MINUTES  of call time and NINE GIGABYTES  of data.

Still no sign of anything.

NOBODY CAN HELP.

I've been with EE for almost TEN YEARS.

[Michael_D]

I am sorry that you are still having trouble @SarahEllis.

If that didn't work, the next step I would have suggested would have been to call.

What did the team say when you were speaking to them?

Michael

[SarahEllis · Accepted solution]

Firstly, I'll close this query now, as I have my pck for this month.

The call handler tried various things and held the call a few times to speak with technical support.

They suggested texting NOW. That didn't work.  They could see the credit on my account, pressed a few more buttons and finally just told me to wait up to 72 hours for my balance to update.

They even suggested a different plan. I'm not losing all that data and calls though.

I had an idea shortly after ending the call. I topped up a further £5.00. Within seconds, my pack renewed and my balance updated with all my allowances, plus the extra £5.00 I had credited.

It would appear to me that the top up system has been broken once again.

Resolved for now.

[SarahEllis]

It appears that it's not the end of things here. Odd.

Checked earlier to find THIRTY-TWO text messages from 150. Apparently, my old pack has been cancelled and replaced with the £10 Subscription Pack.  Eh? Never asked for it. The extra £5 I had credited has also disappeared mysteriously.

Then I noticed that all of my boosts are currently in place, giving me 1250 minutes and 15GB of data.

I wonder how long I will keep all of these boosts for.

Obviously, the system is still messed up somewhere.