Pack Purchase Error

[Holstahipz]

I purchased a mobile WiFi unit to power my elderly grandmother's security cameras, but now it's time to top up and I've not been able to for over 2 weeks now. The WiFi unit is in a different town to me, so simply going over to move the sim into a phone and text from it is not easy. I've never had a problem to this point! The website keeps saying Purchase Pack Error, we are working to fix this and has done for 2 and a half weeks. I had to purchase another preloaded sim to take over but I can't keep doing this each time it runs out.

Is this going to be fixed soon? Like I said, as it's not in a phone it's hard to remove the sim and my grandmother would not be able to do this with my guidance. 

[Peter_W]

Hey @Holstahipz.

Welcome to the EE Community 😊

You absolutely shouldn't need to buy a new SIM every month to help keep your Grandma connected.

Have you managed to successfully create an online account for this new SIM, and have you tested topping this up yet?
Peter

[Holstahipz]

Hi Peter. Thanks for the reply. 

I attempted to link the new sim to my account and top it up, and it said the same error. I also tried to top up via using the sims phone number, but I am met with the same issue. I have also tried various payment methods and cards but no joy. 

Due to being in quite a rural area of the UK I am only able to get these Pre loaded sims from Argos, which is 7 miles in the opposite direction. The last one I purchased was the last in stock and til now, I'm unable to get another. They're attempting to source me another but it could be upto a week. I need to get her cameras up and running ASAP. 

Thanks 

[Peter_W]

Thanks @Holstahipz.

I know the Argos SIMs work a bit differently, as they tend to have a larger data allowance rather than a rolling monthly pack.

Which data option does this come with?

Peter

[Holstahipz]

Hi Peter. 

It's the same sim that came with the WiFi box when purchased. It comes Pre loaded with 60gb which is what I top up each month. We've had this box and sim for almost a year now with no top up issues. 

[Peter_W]

@Holstahipz If this suddenly stopped working with a SIM that had until then been fine, then it's definitely something I think would be best to get checked out by our customer care team. 

Even if you don't have an EE mobile, if you know the number for the SIM you can reach them on 07953 966 150.

Alternatively, if you continue to struggle with this and are unable to get in touch over the phone, you can try raising this as a complaint directly via our online webform.

Peter