My Pack doesn't automatically renew eventhough I have enough credits in my accou

[VP41]

Hello, 

It's been a while since I have the following problem. I top up my account with credits every month on time, but my £10 Pack doesn't automatically renew. As a result I loose all the unused data, minutes and texts.

What's the problem? Any help with this?

[Michael_D]

Hi @VP41 

Thanks for coming to the community.

What is included in the £10 pack that you are trying to add? I've seen times in the past where this has happened with the old pack range.

Are you able to login to your EE app or on the EE website to add the pack?

Michael

[VP41]

Hi Michael,

I'm in the new pack range and the £10 Pack includes 8GB, 500 minutes and unlimited texts.

Also, I can't see the option of adding the pack. The only thing I can find is the adds-on, but I'm not looking to add more stuff to my Pack - I just need to renew what is in the Pack.

[Michael_D]

Thanks @VP41 

If you text AL to 150, what does the text that you get back say?

Michael

[VP41]

It says:

"Your current balance as of today 09:04 is £11.18. Your last top up was £10.00 on 29/12/2024 at 22:24. 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"

[Michael_D]

Can you try to text ALL PACKS to 150 from your phone and see if it will let you renew the pack that way? @VP41 

Michael

[VP41]

It doesn't give me the option to renew the pack I have. It asks me to choose one of the new range packs as you can see in the text below.

"We have a new range of packs to choose from and now you can get 10% off any pack you buy when you set up direct card payments. Just head to MyEE to get set up.
If you already have direct card payments set up or want to buy a pack with your credit, text one of the codes below;

a A£5 Pack, giving you 250MB of data, 250 mins, and 500 texts, reply PACK05

a A£10 Pack, giving you 8GB of data, 500 mins, and UNL texts, reply PACK10

a A£15 Pack, giving you 25GB of data, UNL mins and UNL texts, reply PACK15

a A£20 Pack, giving you 50GB of data, UNL mins and UNL texts, reply PACK20

or a A£30 Pack, giving you 125GB of data, UNL mins and UNL texts, reply PACK30

For information on all our packs please visit ee.co.uk/payg"

[Michael_D · Accepted solution]

You should just be able to reply with PACK10 to add the £10 pack again @VP41.

If you've already had that pack in place, it would carry on with any rewards you have.

Michael

[VP41]

I tried it. It seems it works for now.

Thank you!

[Michael_D]

My pleasure @VP41 

Take care and have a fantastic New Year.

Michael