7 day pack not renewed

[sohanp]

Just came back from a 6 week holiday and noticed my 7 day pack hasn't renewed since late Nov / early Dec 23 as  data, phone, SMS are all zero. The account still has nearly £14 in credit so the issue isn't related to insufficient credit on the account. Any ideas when this will be fixed or have you stopped 7 day packs without telling me?

[XRaySpeX]

Your credit may be £14 now but did you have at least £30 credit at the start of your 6 weeks hols while you never used it?

[sohanp]

Why £30 ? Is this something new as the 7 day pack costs £1 per week and previously it would renew as long as I had enough for the next 7 days. i.e. £1 credit

[XRaySpeX]

Sorry, my miscalculation. I thought they were £5/week. So, did you have at least £6 credit at the start of your 6 weeks hols during which you never used it?

[sohanp]

yes correct, I had something like £5 and then topped up another £10 before I went on holiday which I can see was reflected on my credit balance.

[XRaySpeX]

Yes, that makes sense. All I can think of is that the £1 7-day pack is a legacy pack. If it auto renews when previous pack expires then fine but if it doesn't thro' lack of credit then you can never get it back as you can't buy it manually. That's why I wanted to ensure that you had enough credit at the start of your hols to cover all the weeks of your hols.

[sohanp]

Exactly and hence why I even topped up extra to make sure there was enough funds for the auto renewal to happen like always even when I am away so that I do not lose this pack. The only plausible reason I can think on why it hasn't renewed is because either that was an error with the auto renewal or EE has stopped 7 day packs so would be good to get feedback from EE on what the reason was.

[Christopher_G]

Hi @sohanp 

If you have a chat with our Mobile Care team, they'll be able to check your account and find out what happened.

Chris