Pacakage not renew automatically

[Muhammadsalman1]

My balance is 10.37 and I have used 10 pounds package but yesterday my package expired but did not renew automatically ant one can help me about this problem.

[XRaySpeX]

Buy the pack manually by texting PACK10 to 150.

[maynguzz]

Hi there,

I have similar issue. I had a $20 pack expired and want to change to a $10 pack. 

So I topped up $10 credits in my account and texted PACK10 to 150. I confirmed 'YES' to buy the PACK10. 

But in my online account, it still shows 0 pack. Also, I text AL to 150 the returned message doesn't show any pack information, just a $10 balance there. 

Any suggestions on how to solve this?

[Michael_D]

Hi @maynguzz.

Welcome to the community.

If it is still showing the credit is still available, it sounds like the pack hasn't purchased.

Can you try to text PACK10 to 150 again?

Michael

[maynguzz]

Thanks @Michael_D ,

I tried PACK10 again but it still doesn't work.  

Now a new message pops up:
IMPORTANT: you need £20.00 for your SIM Local Pack to start automatically. Please top up on ee.co.uk/myee. Until then standard rates apply: 40p/min & 20p/text in the UK

So I guess it is because my previous $20 pack has expired. I cannot change to pack10 unless I activate the PACK20 first? 

Any suggestions for this?

[Michael_D]

If it is mentioning SIM Local, it is a little different to our standard packs.

What allowances did you previously have in the £20 SIM Local pack?

Michael

[maynguzz]

The $20 Sim local allowance is as below:
Hi from EE. You've got unlimited calls, text messages, 60 international minutes to 41 selected countries, and 50GB of UK data. We've doubled your data to 100GB. For the next three months, if you top up £20, we'll continue to double your data. Your allowance starts when you make your first UK call or text. You can view your terms at ee.co.uk/go/terms or visit ee.co.uk/go/paygservice to find out more. For help, please visit ee.co.uk/go/paygstart or call 150. Thanks.

This pack expires today, 07 May 2025.
 
I cannot use so much data and calls. The $10 pack is enough for me.

Any idea to solve this?

[Michael_D]

Looking at the SIM Local packages, they start from £15, so there is no £10 pack for you to change to on that option. 

If you text ALL PACKS to 150, what options do you get back?

Michael

[maynguzz]

Hi please see attached details.



I sent PACK10 then, received:


After I sent PACK10 and YES, the only message is 'To buy your $10 pack again, .....'
I sent AL and it shows:


I have tried this loop for several times, but it still does not purchase successfully.

Need your help!

[Michael_D]

It may be related to the SIM Local pack that you already have @maynguzz, but it does also appear that it isn't recognising the £10 top-up when trying to add the pack.

The best thing I can suggest would be to call our customer service guides so they can bring up your account and see if they can resolve this for you.

Michael