EE has deleted all my data boosts amassed over several years

[Neusu]

Hi all,

Very frustrated with this appalling service. I have amassed gigabytes of data boosts over the many years I have been a loyal customer to EE. All of which was removed without explanation.

I bought the weekly data pack for several years until EE stopped doing those and switched over to the monthly pack instead. My minutes and texts seem to have come over to this new monthly pack that EE has forced upon us, however, my data boosts which are arguably the most important is no where to be seen. I contacted EE support over the phone and was given this boosted data and was told “don’t worry your boosts are still there” and I had the boosts for a total of 1 month but when the pack started again the next month my data boosts have all disappeared again.

Can I actually get some help with this instead of being told “don’t worry” only for the next month the problem to come back?

I’ve already had to spend an exorbitant amount on ADDONS just because all my data boosts were wrongfully taken.

[Neusu]

Just to add that this isn’t right. When opening the EE app I keep getting an error when trying to access the Boosts section. I know that the boosts are all lost when changing packs but in the numerous years that I’ve been using EE, I’ve never switched packs. I’ve never lost my boosts and I’ve amassed so much over the years. Only recently when EE stopped the weekly packs and forced the monthly packs have I lost all the boosts. This isn’t right.

[Chris_B]

@Neusu  And you shouldn’t loose them as it’s not your fault packs change.    

 have you at all spoken with customer services about this to see if they can be put back ?  

Also the last time I checked the pack being discounted is only so new customers can not select it current customers on that pack could continue with that pack.  

[Neusu]

I have phoned up multiple times about this and I get my data back for that month that I phoned but then the next month lose it all again. I need this actually looked into and fixed.

[Neusu]

Just phoned up EE, Pay as you go support person just told me there's nothing they could do. Years of amassed data (since 2013/2014) just gone. 😀

[Neusu]

I have amassed gigabytes of data boosts over the many years I have been a loyal customer to EE. All of which was removed without explanation.

I bought the weekly data pack for several years until EE stopped doing those and switched over to the monthly pack instead. My minutes and texts seem to have come over to this new monthly pack that EE has forced upon us, however, my data boosts which are arguably the most important is no where to be seen. I contacted EE support over the phone and was given this boosted data and was told “don’t worry your boosts are still there” and I had the boosts for a total of 1 month but when the pack started again the next month my data boosts have all disappeared again.

I have already contacted the support team through dialling 150 but was told there's nothing they could do. Years of amassed data (since 2013/2014) just gone. 😀 

No problem, just thought I'd publish my experience with this service.

[354-]

@Neusu - How many exact Gigabytes worth of boosts? Just curious.

[Katie_B]

Hello @Neusu. 

I am so sorry to hear this has happened. 

When you have a moment please check your community inbox. 

Katie 🙂

[Star15]

Hey! I totally agree with you! EE does this to me allLlll the time and im worried the same will happen to me when i get to those massive data boosts. It is getting more and more expensive too. The only thing i hate to go past is that fact ive been with them for half a decade. Its really annoying and frustrating. Im with you on this !! 

Have you had any update on this ? 

I recently bought a pack and then texted stop pack to stop it from renewing but what they did is : theyve taken my credit for the pack i purchased,

and then instead of stopping the pack from renewing,

theyve took awayall the data mins texts and away for the pack i purchased !!! So theyve taken my credit basically AND gave me NOTHING back ! Free credit for them. This ALWAYS happens which means i like you have to phone customer setvices. 

Someone did tell me on the customer service these problems happen after 10:30pm so try doing it before that time but i just simply cant we’re always rushing and these are financially hard times and peome are especially busy during this period. And sometimes things come up like we’re always busy time is only getting shorter. 

Im just deeply frustrated about this !!! 

[Katie_B]

Good morning @Star15. 

Welcome to the EE Community.

I am so sorry to hear this. 

When did you purchase the pack?

I would love to see if I can look into this further for you.

Katie.