Insufficient data

[amolang1101]

I'm subscribed to £13.50 plan (monthly) which comes with unlimited text, calls, and 15GB of data. I know I have over 20+gb of data rolled over and I've only used up to 7.17GB from December 2024 up to today. Despite having more than enough resources, I lost access to my mobile data and cannot text to others. 

This is the message I get when I text "AL" to 150:

Your current balance as of today 08:44 is £0.04. Your last top up  was £10.00 on 14/10/2021 at 08:11. For more info on your packs, add-ons or free boosts go to the EE app or ee.co.uk

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

Moreover, I do not get any connection to EE wifi in London underground despite following the instruction with setting the connection as SIMS.

I would like to have access to mobile data and texts immediately. Would you please be able to help me ASAP. It's essential as I travel on the train everyday.

Thanks

[Peter_W]

Hey there @amolang110 😊

Thanks for reaching out to us here on the Community. 

If you're paying £13.50 per pack, it sounds like you're on direct pack purchases, which should be taken automatically each month. 

If you send a text with AL to 150, what information comes back?

When was it you could last use data successfully, too?

Peter

[amolang1101]

Hey Peter

This is the message I got when I typed in AL (shown above):

Your current balance as of today 08:44 is £0.04. Your last top up  was £10.00 on 14/10/2021 at 08:11. For more info on your packs, add-ons or free boosts go to the EE app or ee.co.uk

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

I believe I had access to data until yesterday 22/01/2025.

[Peter_W · Accepted solution]

Thanks @amolang1101, that message is definitely an odd one considering from what you've mentioned you were using the SIM regularly through November, December and January.

Can you try sending a text with NOW to 150 and let me know if this helps a new pack kick in?

You'll be charged the £13.50 directly for this, but if you encounter any errors from there I'd recommend reaching out to our team so we can take a closer look.

Peter