No Internet

[Wesleygyn1]

 They are robbing me, I have no internet, they debited 31 pounds from the 35 pound package plan and I have no internet, I can't make calls, what is happening????? No one helps me with this support, I don't know what to do anymore.

[Northerner]

Hi @Wesleygyn1 

Are you in the UK. 

Have you tried restarting your device. 

Thanks 

[Wesleygyn1]

Yes, I have restarted and my plan is still working. I have been without
internet for 2 days. I even put in another chip to use now so I don't run
out of internet.

[Peter_W]

Hi @Wesleygyn1, welcome to the Community!

When was it that this plan started, and did your internet work initially?
If you send a text with AL to 150, it should give the details of this.

Peter

[Wesleygyn1]

It says that I don't have credit, that I don't have a balance, what do you
mean if I didn't put 35 for the package and I don't have internet, I can't
talk to anyone from support, what do you think, the worst operator I've
ever used

[Schockwave]

@Wesleygyn1 , have you tried ringing customer service on 150 and then pressing 2 on your keypad? 

Is your phone showing any cellular network connection?

If you have wifi, you can use WiFi calling to ring customer service as well to get this checked out.

If you are having problems with network you can check here to see if there is a problem::

https://ee.co.uk/help/mobile-coverage-checker

You can register and report, including receiving updates.

It could be that your SIM card has not been registered and needs activating.

[Peter_W]

@Wesleygyn1 £31.50 being deducted from your account suggests that you've got direct payments set up for purchasing a pack, which should apply this automatically. 

Can you please try and send us a message with NOW to 150 to see if this can help kick things into gear?

Peter

[Wesleygyn1]

Sorry, we were unable to interrupt your active package. Please call 150 for
further assistance. You answered me this after I sent a message NOW, I've
already done everything, restarted and nothing, I don't know what else to
do, I can't talk to the center by phone, it's tough, in my application it
appears like this, I'll send you a photo, it says that I have no balance,
how come I don't have any, when they debited money from my account, ugh,
what a hassle

[XRaySpeX]

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