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

[Sajid1]

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?

[James_B]

Hi @Basil7274,

Welcome to the EE Community. 🙂

What response do you get if you text BALANCE to 150?

James

[XRaySpeX]

@Basil7274 : Which pack did you have? Had you left it for some time after it expired?

[David212]

My pack was supposed to renew this morning I have enough credit but nothing has happened can someone please help me thank-you.

[XRaySpeX]

@David212 : What does texting AL to 150 from your no. fully report verbatim (it is free)?

[Sanjoy1]

Hello,

can someone please help? Similar to the problem discussed in this community, I am facing a problem today with my top up balance not being recognized by EE.

my 10£ everything pack hasn’t renewed.

I tried to send NOW to EE. Still nothing has changed.
My EE App was updated and the balance is shown as available. 
please tell me a fix. Thank you

[XRaySpeX]

@Sanjoy1 : What does texting AL to 150 from your no. fully report verbatim (it is free)?

[Sanjoy1]

@XRaySpeX 

Hi, the AL response I get is not helpful:

this is what I received (29th June)

Your current balance as of today 21:39 is £10.00. Your last top up was £10.00 on 28/06/2023 at 22:19. 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

I can’t still activate my pack- which usually happens routinely when there is a balance.

[XRaySpeX]

@Sanjoy1 : It is helpful in that it shows you have no active pack.

Did you prevent your £10 Everything Pack (EP10) from auto renewing in the past?

[Sanjoy1]

I received this earlier:

IMPORTANT: you need £10.00 for your £10 Everything Pack to start automatically. Please top up on ee.co.uk/myee within the next 7 days to use your 1GB rolled over from your last pack. Until then standard rates apply: 40p/min & 20p/text in the UK

this confirms I have a pack. I didn’t cancel auto renewal anytime. But I am also not getting the option to get this activated  manually! 

[XRaySpeX]

No, it confirms you had an active pack but no longer.

I didn’t ask whether you cancelled auto renewal but whether you prevented it from occurring, like not topping up in time for the auto renewal to rebuy the pack.