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I've topped up but my pack hasn't renewed, How do I sort it?

Sajid1
Visitor

‎19-09-2019 10:06 AM

My pack was due to renew today, so I've topped up this morning but it is just showing as credit and not renewing my pack. How do I sort it?

42 REPLIES 42
mickport
Investigator
Investigator
In response to James_B

‎28-10-2019 10:52 AM

Hi James

Thanks for the reply. I had tried that earlier (along with pretty much every other text I could send to 150) but it just said I didn't have enough credit.

I urgenty had to contact someone ½ an hour ago so that used some of my credit, I topped up by £5 to get my balance back above the cost of my pack & somehow that triggered the pack to renew.

So, it's fixed.. but a bit unhappy that it cost me £5 (and several hours off work last night)

Thanks,

Mick

 

0 Helpful
Leanne_T
EE Community Support Team
In response to mickport

‎28-10-2019 01:02 PM

Hi @mickport

 

Thanks for coming back to us and letting us know you have fixed this.

 

Let us know if you need anything further.

 

Leanne.

0 Helpful
Kat73
Visitor
In response to Leanne_T

‎13-11-2021 09:50 AM

Hi, 

 

I topped up yesterday with a different card and for some reason the money has come out of my account but not gone through as my actual credit. The money shows on my ee account on the app so I don’t know what to do.

 

Jon_K
Former EE Employee
In response to Kat73

‎13-11-2021 12:32 PM

Hi @Kat73.

 

Welcome to the community.

 

Can you text BALANCE to 150 and let us know the result?

 

Have you bought a pack using your credit?

 

Jon

0 Helpful
J3333333
Visitor
In response to Jon_K

‎02-06-2022 08:52 AM

Hi,

I'm having the same problem. I added 10 ponds for my 5 ponds pack a day before the deadline but my pack hasn't renewed. If I text BALANCE, it says I've got 10 ponds. If I text NOW, it says I need to add credit. Please, help.

Thanks.

Katie_B
EE Community Support Team
In response to J3333333

‎02-06-2022 09:07 AM

Hello @J3333333. 

 

Welcome to the EE Community. 

 

What date was your pack due to renew?

 

When you log in to your My EE does anything show?

 

Katie 🙂

0 Helpful
XRaySpeX
EE Community Star
EE Community Star
In response to J3333333

‎02-06-2022 11:35 PM

@J3333333 : Which £5 pack do you have? Is it a monthly pack or a weekly pack?

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 Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

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
K12345
Visitor
In response to Katie_B

‎09-06-2022 05:32 PM

I topped up successfully, received a confirmation email but nothing via text nor on my EE account. Please advise.

0 Helpful
XRaySpeX
EE Community Star
EE Community Star
In response to K12345

‎09-06-2022 05:34 PM

@K12345 : What does texting AL to 150 from it 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 Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

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
0 Helpful
Basil7274
Visitor

‎23-10-2022 11:01 AM

I topped up £10 yesterday. Got the conformation text and my balance is £10 on the app, yet it hasn't renewed my pack?

0 Helpful