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?

[Jaffa71]

This has happened to me today. I have the credit but my pack has not renewed. Is there a technical issue?

[Leanne_T]

Hi @Jaffa71 

Thanks for coming here. 

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

Leanne 🙂

[nativevs]

My pack was supposed to renew yesterday, so I topped up the day before;
checking my balance it shows the top up (thus currently having sufficient funds for 2 months), however texting "NOW" I just get the message telling me to top up.

Checking my plan on the website I'm even more distraught, as it tells me my pack has allegedly not renewed on 2nd of December, however the messages on my phone (and function) clearly suggest otherwise.

Please advise how to get this fixed asap.

[Leanne_T]

Hi @nativevs 

Thanks for coming back to the community. 

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

Speak soon. 

Leanne.

[nativevs]

Hi Leanne,

please find the full reply following:

Your current balance as of today 16:37 is £30.74. Your last top up was £28.00 on 31/01/2025 at 22:53. For more info on your packs, add-ons or free bosts, go to the EE app or ee.co.uk.

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

[Leanne_T]

Thanks very much @nativevs 

Could you try texting ALL PACKS to 150, the reply will show a list of codes to add the pack you want by text. If you send the code for the pack you are after to 150, does this work for you? 

Leanne 🙂

[nativevs]

Unfortunately it seems my (until now) current pack does no longer exist.
Is there any guarantee, if I were to switch to the new equivalent, for me to keep my free boosts?

[Leanne_T]

Hi @nativevs 

If you give us a call on 150, the team can check if they can start the pack you have had previously. 

Our What are EE Free Boosts? page has information on changing packs and keeping the boosts to help you 🙂

Leanne.

[XRaySpeX]

@nativevs : You retain your existing boosts when you switch to a current pack. 

[NavRag]

Hi there, I am having a similar issue now. Hiw did you resolve the problem?