Free boosts gone

[tmgergo]

Hi, I had a £10 pack for years and collected a lot of free boosts. I switched to a £5 pack in Jan 2022 and all my previous boosts were still available since. Until now. I just got a text that I used all my data allowance.

Do I use all free boosts when I switch to a pack below £10? I do remember that I double checked that's not the case when I made the switch 16 months ago. Did this change recently?

[Leanne_T]

Hi @tmgergo 

Thanks for coming here.

Have you continued to have the free boosts since January? 

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

Thanks.

Leanne.

[tmgergo]

Hey Leanne,

Thanks for your reply.

Yes, I continued to have my boosts after I switched to the £5 pack, all my previous boosts were listed under the relevant section on the EE website too.

This is the text I received on Monday when my pack was automatically renewed:

"You now have 250 minutes, 500 texts and 250MB to use in the UK for up to 30 days, with a Free Boost of 300 minutes and 9GB and £4.50 has been charged to your [payment method].

Your £5 Pack was bought using [my payment method] and your next payment will be made using the same [payment method] on 12/07. To keep track of your usage go to ee.co.uk/myee or reply AL"

And this is the reply to BALANCE now:

"Your current balance as of today 16:49 is £[redacted]. You have 549 minutes and 500 texts remaining until 12/07/2023 for your £5 Pack. Your remaining data includes of rolled over data. Your last top up was £[redacted] on 18/12/2021 at 07:55. For more info on your packs, add-ons or free boosts, go to MyEE. ee.co.uk/myee

For info on our other Text Services, reply HELP or go to ee.co.uk/textservices"

As you can see, I still have the minutes boosts (250+300, minus the 1 minute I used since Monday) but no data boosts. The website doesn't list any free boosts for me either.

[Leanne_T]

Hi @tmgergo 

I would suggest reporting this to our pay as you go care team by calling 150, they can check the free boosts and help you further 🙂

Leanne. 

[tmgergo · Accepted solution]

Thank you, Leanne.

The good news is that I still have my boosts, the bad news is that a misbehaving (but otherwise legit) app ate all my data.

On a side note: the advisor on 150 was very friendly and professional, they helped me resolve my issue and answered all my questions. Great customer service 👏

[Leanne_T]

Thanks for coming back and letting me know @tmgergo 

Glad to hear this has been sorted for you 🙂

Leanne.

[Skellers]

Have you checked what data you have left? Same thing happened to me, my data boosts disappear as, according to EE, I use the data (so if I use 1GB of my free data boosts the total boosts for that week shows as 1GB lower than what it renews as). EE put a data add on and now that data has gone overnight despite me turning mobile data off.