I've paid. Now provide my service.

DMort · ‎24-09-2025

I paid £10.00 for a phone top-up over an hour ago. When will my service be resumed?

Linzi_H · ‎25-09-2025

I'm sorry to hear that you're struggling to use your services right now, especially after receiving a text to say your credit is in place.

The best thing you can do at this stage is call our customer service team from an alternative device so they can review your account. From there, they should be able to let you know exactly what's happened and get a fix in place. The Guide you speak with will also be able to open a complaint and discuss any concerns in further detail.

Linzi

View solution in original post

bristolian · ‎24-09-2025

Are you on PAYG or pay-monthly? You refer to a to-up which implies PAYG, but you also reference a suspended service, which suggests pay-monthly

If a pay-monthly phone is suspended or restricted for non-payment, service should be restored within 24hours of payment being made.

A PAYG top-up should be active immediately it being made.

Northerner · ‎24-09-2025

Hi @DMort

Try restarting your device.

Are you in the UK

Thanks

To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.

EE standard opening hours are Monday to Friday, 8am to 9pm - Saturday and Sunday, 8am to 8pm.

XRaySpeX · ‎24-09-2025

What does texting AL to 150 from your no. fully report verbatim (it is free)?

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Home Broadband & Home Phone or Option 2 for Mobile Phone & Mobile Broadband

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP

DMort · ‎25-09-2025

Thanks for your reply. I'm on PAYG.

DMort · ‎25-09-2025

Thanks for your reply. I rebooted my device and received a message from 150 saying my credit was £10.25. However, they have not resumed my service.

DMort · ‎25-09-2025

Thanks for you reply. AL fails. I tried 0800 079 8586, but the automated message says I don't have any credit!

DMort · ‎25-09-2025

Thank you all for your replies. That thieving, incompetent, rabble at EE don't deserve you.

I notice no staff members have turned up to help.

I will complain to OfCom, and I will take every opportunity to divert people from using EE. Their theft, incompetence, and contempt for their customers will cost them a lot more than £10.00.

And another thing, Kevin Bacon used to be one of my favourite actors, but now I hate his guts!

bristolian · ‎25-09-2025

This is primarily a user-community forum, it's not unusual for the staff team to leave threads where active responses are already being received. And besides, there's no account-access on this forum. Ofcom don't handle individual customer complaints.

All that said, what do you mean by your service not being resumed? Can you make calls to numbers other than CS?

DMort · ‎25-09-2025

I assume CS stands for customer service. I can't make any calls to contact anyone. 150 doesn't work. All I receive is the automated message telling me I have no credit. But I have received a message telling me I have £10.25 credit! It's bizarre! They are amateurish, incompetent, and ignorant. I can't understand why it's taking the competition to kick their sorry **bleep**s out of this game.

You say that staff members disregard active threads, even when there is no solution in sight. So, they are relying on people with no resources to provide a help service! Can't you see how ridiculous that sounds?

They should have solved this problem within minutes - a couple of hours at the most.