Can’t use my £15 credit to buy Pack15

[chrlntn]

Hello,

I previously subscribed to a £40 unli data, call and sms with a pay as you go sim. When it expired, I want to buy a cheaper pack which is PACK15. I already £15 credit on my account. However, when I texted 150 “PACK15” it replied “To buy your £15 Pack again, simply top up £15 and your pack will start automatically.”

I tried calling 150 and subscribed to a pack but all it says is “Sorry there are no packs you can add to your account” despite have a £15 credit.

[Christopher_G]

Hi @chrlntn 

Welcome to the community.

What does it say when you text AL to 150?

Chris

[Jevan88]

I have the same issue, can you please help EE, your customer service is non existent 

[Leanne_T]

Hi @Jevan88 

Thanks for coming here. 

Can you text BALANCE to 150 and let me know the full reply? 

Leanne 🙂

[Jevan88]

This is the full reply below:
Your current balance as of today 10:00 is £15.00. Your last top up was
£5.00 on 21/07/2024 at 10:53. For more info on your packs, add-ons or free
boosts, go to the EE app or ee.co.uk For info on our other Text Services,
reply HELP or go to ee.co.uk/textservices

[Leanne_T]

Thanks @Jevan88 

Can you text ALL PACKS to 150 and the reply will show all the available packs and how to select the pack you would like to activate. Does this work for you?

Leanne.

[Jevan88]

I paid £15 to top up credit, but I am not able to use that amount to top up a data pack, I’m wondering how I can use the £15 without having to pay for a brand new pack.

[Leanne_T]

Hi @Jevan88 

If you would like to purchase a data add-on, please visit add-on.ee.co.uk when not connected to WiFi or if you're using a WiFi router open the link on a device connected to the router. 

Leanne. 

[XRaySpeX]

Text ADD DATA to 150 & choose the add-on you want.