Pack didn't start automatically

[raffaeleferrari]

Hi EE Team,

On 2nd of June I topped up £5 in order for the pack to start automatically on 3rd of June.

I received confirmation that I had £5 credit on 2nd via text msg (150). However, on 3rd the pack didn't start automatically and I also lost 402MB rollover that I had still available form the previous month's pack.

Since I believe I did nothing wrong and followed the rules, could you please:

1) start the pack automatically for me (as it should have happened directly)

2) restore and roll over the 402MB I had accumulated by the 2nd of June?

Could you also please confrim why the pack didn't start automatically and what needs to happen for occurrances such as per above not to happen again?

With thanks in advance.

KInd regards,

Raffaele Ferrari

[Katie_B]

Good morning @raffaeleferrari. 

Thanks for coming here. 

I am sorry to hear your pack did not automatically renew. 

How long have you been using this subscription pack?

Has it previously renewed OK?

Speak soon, 

Katie

[XRaySpeX]

@raffaeleferrari : 2) As long as you start any pack within 7 days your residue data will roll over.

[raffaeleferrari]

Thank you Katie.I used it over the past ~ couple of years.Yes, it always automatically renew once I topped up in time.Thanks again and kind regards,Raffaele

[Christopher_G]

Hi @raffaeleferrari 

We don't have access to your account here, so cannot see exactly what has happened or why. Has your pack renewed yet? Have you tried texting NOW to 150?
Chris

[raffaeleferrari]

Thank you Christopher,

I just texted NOW to 150 and it tells me I need to add credit, which I however did on the day before the pack was to renew (I received both email as well as text confirmation that £5 were topped up).  Below my screen once I log into my EE account.

I am puzzled as I followed the same procedure as every month with the difference that this time the pack didnt automatically renew, with the system telling me both that (1) topping up was successful and (2) I need to top up for the pack to renew, at the same time.

Many thanks again.  Kind regards,

Raffaele

[Leanne_T]

Hi @raffaeleferrari 

Thanks for coming back to us. 

To get your pack and data rollover looked into, please call us on 150 and our pay as you go guides will be happy to help. 

Let us know how you get on 🙂

Leanne.

[raffaeleferrari]

Hi Leanne,

After calling the issue was solved by a tech/advisor.

Many thanks to the whole team for prompt support today.

BW,

Raffaele

[Leanne_T]

Great news, thanks for letting me know @raffaeleferrari 

Have a lovely evening 🙂

Leanne.