Pack won’t renew

[Kerrideeley]

I keep getting a message saying I need to top up for my pack to renew however I topped up already and there’s enough credit. 

I need my pack renewed asap 

[354-]

@Kerrideeley - Have you tried texting NOW to 150?

https://ee.co.uk/help/mobile/manage-use/pay-as-you-go/get-help-by-texting-150-on-pay-as-you-go-or-fl...

Could be worth restarting the device too if you have not already?

[Kerrideeley]

I have texted NOW and got the “you need to top up” reply.

I have £18 credit and the pack I normally get is £15.

I’ve also restarted my phone several times.

[354-]

@Kerrideeley - Do you use the My EE web portal?  Does the MyEE web portal dashboard(s) show any information that indicates an active  subscription pack or or anything pending? 

[Kerrideeley]

I don’t use the portal 

[XRaySpeX]

@Kerrideeley : What does texting AL to 150 from your no. fully report verbatim (it is free)?

[Kerrideeley]

All this does is tell me how much credit I have.

I have a feeling it’s so that I call up and they can try and get me to go on a monthly plan again, quite often I go to top up and I “have” to speak to an advisor who quickly does the top up and hangs up when I swiftly tell them I don’t want to pay monthly 

[XRaySpeX]

If that's all it says then you don't have a pack & need to buy it. Text PACK15 to 150 to do so.

[Kerrideeley]

I’ve had a pack for the last 6 months or so and it rolls over data. Is this a ploy to have to start over again with the rolling data? 

 

[XRaySpeX · Accepted solution]

The auto renew is just an auto buy. As it is not auto renewing I'm suggesting you do a manual buy instead. You may call it a ploy if you like but I call it a workaround. Data will still rollover if you do it within 7 days of previous pack expiring.