Error message when trying to purchase a new add-on

[Keziah4]

Hi, I am getting an error message when trying to purchase a new Unlimited Data add-on. First I was told I needed £50 credit to purchase an add-on which used to cost £40. When I checked the ADD DATA option, it still said UNL DATA add-on costs £40. Anyway, I topped up my credit and tried again, only to get a new error message saying, "Sorry, there has been a problem and we cannot add this add-on, please try again later." Now every time I try, I get this same error message. What is going on?

[Christopher_G]

Hi @Keziah4 

Welcome to the community

Is it available on the add-on hub?

Chris

[Keziah4]

So this morning I phoned the EE Customer Support Team on 0044 800 079 8586 (that is a Freephone number) and, after the usual 4 or 5 steps through the automated menu, got straight through (no wqiting!) to a lovely chap who sorted it all out for me over the phone, and downloaded my new Unlimited Data add-on (£40) to my phone. Happy now!

Hopefully I'll be able to buy a new add-on by text next month as usual, but if not, I'll know what to do.

[Keziah4 · Accepted solution]

Hi Chris, I have just replied to my own query with the (or at least a) solution. I phoned the Customer Support Team and a nice chap sorted it out for me over the phone really quickly. Still not sure what the problem is with buying via text message, but this solution by-passed it. Great relief to have internet access again!

Thanks for replying to me!

Keziah

[Leanne_T]

Thanks for coming back and letting us know @Keziah4 

Leanne 🙂

[jp0464]

I am getting the usual error message that I cannot purchase add-ons minutes for my mobile. I have been trying since the beginning of June and it is still not resolved. I have only wifi access so the links given do not work.

Can you please advise when the service will be back and also how can I purchase the minutes now ( I am away next week)

[Katie_B]

Hello @jp0464.

Thanks for coming here. 

Are you able to purchase via this link HERE?

Katie

[jp0464]

no it says site cannot be reached

[Katie_B]

Hi @jp0464. 

Are you able to speak with our customer care team on the free number provided above?

The team should be able to help with purchasing an add-on and investigating this further. 

Katie

[jp0464]

ok I will give it a try