Missing data on £10 PAYG pack

[Kp41]

Hi there. I bought a £10 PAYG pack last week which, as standard, comes with 5GB of data. The current offer is a increase to 20GB and showed in my allowance last week. Today it's showing only 5GB with no signs of the extra 15GB on either the app or the website. Does anybody know if this will automatically kick in when the 5GB is used up? I fear that this isn't the case.

Trying to speak to CS about this is just a nightmare!

[XRaySpeX]

Yes, it will kick in when the standard 5GB is used up.

Look in your Add-ons to see if the extra 15GB is there.

[Kp41]

It's not there. The only add-ons that are listed are balance notification and simple payments. (All other add-ons are purchasable.)

It definitely showed as part of my allowance last week (website only, not app) and has now disappeared. Would rather have it showing now and know it's there as opposed to waiting for the current 5GB to run out (as I need the data for work).

[Leanne_T]

Hi @Kp41

Can you view the extra data in your My EE account online? 

Leanne.

[Kp41]

No. The extra 15GB is nowhere to be seen on either my My EE account online or on the app. It has literally just disappeared from my online account.

[Leanne_T]

Thanks @Kp41

If you text BALANCE to 150, does this show the data in the reply? 

Leanne 🙂

[Kp41]

Hi Leanne,

This is completely my mistake. I think my phone has been used as a hotspot more than I thought in the last week so the extra 15GB, I suspect, has already been used. Sorry for wasting your time and thanks for all your help.

[Leanne_T]

No problem at all @Kp41

Thanks for letting me know 🙂

Leanne.

[XRaySpeX]

Thanks! You're welcome 🙂 ! Glad I could be of assistance & trust it is now sorted.