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Pack did not auto renew

g7iq
Valued Contributor
Valued Contributor

‎01-11-2022 02:54 PM - last edited on ‎01-11-2022 03:04 PM by EE Community Moderator

 

I  have pay as u go  pack  £5 mouth for last year  . On 29 October I topped up  by £5 . but my pack did  not auto renew . I had £5.18 credit  confirmed by text 150 service . On  the 31 sent text  EE  took  money off my top up credit   droped below  £5    so today   31 october put another £5 credit   1 hour later  my pack auto renewed . This is 1st time in 1 year  had problem despite enough credit  pack not autorenewed used credit .   Had messagge from   EE to say  signal engennring  works going on in my area  30 text said engineering works still on going   any ideals  why dispite  £5 credit no auto renew off my pack . ?????   . Cost me £10 to top up £5 pack   as EE used my £5.18p credit  instead  auto renew pack . 

 

4 REPLIES 4
g7iq
Valued Contributor
Valued Contributor

‎01-11-2022 03:23 PM

on 29th october put £ 5 credit on my pay& go to  renew my £5 pack .  had text  say balance £5.18 .  but £5 pack did not autorenew .   on oct 31  oct  sent text  droped credit to £4.98   .   so  i put another  £5 top up  . within 1 hour  31  had text to say pack renewed .  so why did pack not auto renew  on 29 oct but used my little credit ????. did have text  to say there  was engineering  phone tower work going on 28/ 29 october in bath/ somerset ba2, 9 area .   so cost me £10 to renew £5 pack . weird 1st time its happened in 2, 3 years sionce i had £ 5 mouthly pack    era in system ????. 

0 Helpful
Leanne_T
EE Community Support Team

‎01-11-2022 04:21 PM

Hi @g7iq

Thanks for coming here. 

What date was the pack due to renew? 

Can you text BALANCE to 150 and let me know the reply?

Leanne.

0 Helpful
g7iq
Valued Contributor
Valued Contributor
In response to Leanne_T

‎03-11-2022 05:44 AM

PACK  due to renew 29 october  credit was  18 p  . so i put £5 credit on 29  october  to cover it . But pack   did not auto renew .   OCT  31  therewas £ 5.18 on account  but because  no auto renew pack  , i text   EE  took  20 p off my credit .   new credit £4.98   . So on 31  oct put another £5 credit on  total £9.98 . This time  Pack  renewed but it cost me total £10 to renew £5 pack  . There was must been & fault with ur  EE system / pc computer   why did pack not auto renew  29 october was £5.18 credit to do so . 

0 Helpful
Christopher_G
EE Community Support Team
In response to g7iq

‎03-11-2022 10:48 AM - edited ‎03-11-2022 10:48 AM

Hi @g7iq

I'm sorry to see that you had this experience. I would suggest calling our Mobile Care team so that they can check why it didn't go through.

Chris

0 Helpful