PAYG monthly plan

[jb-1994]

Hi, not sure if this is the right place for this but I use a PAYG SIM card with a monthly plan - unlimited calls & texts and either 20 or 25gb of data which rolls over to next month if I top up within seven days - it had ran out so like usual I topped it up and the money stayed in credit for hours when it usually takes the money straight away to renew the monthly plan but this time as it never took the money straight away I went onto my myEE app and it said there was no monthly plan in place which meant I had to then purchase a new monthly plan which meant I lost over 40gb of data.

Has this happened to anyone else? Anyone know why this happened?

[Peter_W · Accepted solution]

Hi @jb-1994 👋

Welcome to the EE Community!

Usually pay as you go plan will auto-renew, but you can also select this kick in manually by sending a text with NOW to 150.

Sometimes if you're on an older plan you'll be required to move to a new one, but provided you're staying on a 30 day option you shouldn't lose any existing free boosts.

So we can be sure on what exactly has happened here, I would recommend getting in touch with our team so they can check your account, and make sure everything is as it should be.

Peter

[jb-1994]

I got the choice if I wanted a direct debit or top up manually and I chose to top up myself, but usually when my 30 days is almost up I top up my phone usually the day before so when it hits midnight my pack automatically renews, but this time it just didn’t renew and the money stayed in my credit and when I went onto my EE app it said I had no plan in place so I had to buy a new monthly plan. I wasn’t angry about losing the data that rolls over I was just more confused because it wasn’t a contract or any kind of direct debit so I didn’t think there would of been an ‘end date’.
Sent from my iPhone

[Peter_W]

Cheers @jb-1994.

It does seem an odd one, but fingers crossed our team will be able to shed some light on what exactly has happened here, so it's definitely worth giving them a call. 

Peter

[XRaySpeX]

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@jb-1994 wrote:

 I had to then purchase a new monthly plan which meant I lost over 40gb of data.

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You don't lose you rollover data as long as you buy your new pack within 7 days of the previous expiring. It doesn't matter if the new pack is auto renewed or bought manually.

Texting NOW will never work when you have no pack already to start now.