PAYG connected MIFI router paid no connection

[Serpico1]

I have a mini router SIM only MIFI - pay monthly £10 30 gb - it stopped working recently - so I topped up £20 add on - it shows I have 29.9 gb left but the router shows no internet connection - I am in France now 

[XRaySpeX]

When did you last use it for a chargeable action? EE PAYG SIMs are deactivated after 6 months of non-use. You then have a further 3 months to call EE to reactivate it before it is lost completely.

You needed to make a chargeable action like making a chargeable call or text, topping up or buying a Pack or Add-on, not just using your mins, texts or data from your pack.

[Serpico1]

I did make a top up that has worked and it also had 30 gb left anyway so I didn’t need the add on so now I have wasted £20 as this drops off July 14th.

it’s not the lack of use as it was working in May and why would EE. take my payment if the MIFI was expired - I think this is the new roaming surely - anyway I have enough evidence of poor practice to take to the ombudsman- examples are your data left tab has not worked since last year when you load the APP - and the pause plan has gone from the side of my plan so I can’t even do that - you try it and Google how to pause plan - it is not showing in the app alongside the plan it just is a non live tab on the app 

[James_B]

Hi @Serpico1,

To rule out your account being in hibernation, please could you confirm when your last chargeable action was before your recent top up?

Have you purchased a roaming pass or add-on to use in France?

James

[Serpico1]

No I tried to locate where to buy the £3 500mb that EE advises is needed
but nowhere can I find where this can be activated - it mentions buying a
enhanced pack standard pack but you can just buy the 500mb to get the new
roaming so I suspect this is why my MIFI is not connecting - tried sales
they said not us —

[James_B]

When was your last chargeable action @Serpico1?

James

[Serpico1]

June 14 th at 17:09 hours GMT

[James_B]

Hi @Serpico1,

Was that a top up or purchase of an add-on?

Was your router working at that point?

James

[Serpico1]

Add on and the router had 6gb left when I last looked back on June 14 - it is surely the roaming £3 add on stated in your roaming page on EE but it cannot be found it’s set up to get customers on a plan 

[James_B]

Hi @Serpico1,

Can you access add-on.ee.co.uk on a device connected to your router?

James