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Package renewal issue

LCEva
Investigator
Investigator

‎22-05-2023 02:36 PM

I had topped my credit up ready for the renewal, but it didn't renew and my credit is gone. There are signal issues in the area (this has been happening over the last few weeks) and the service connection is unstable. 

0 Helpful
7 REPLIES 7
XRaySpeX
EE Community Star
EE Community Star

‎22-05-2023 02:40 PM

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

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP
LCEva
Investigator
Investigator
In response to XRaySpeX

‎22-05-2023 02:46 PM

Your current balance as of today 14:42 is £0.12. Your last top up was £10.00 on 18/05/2023 at 22:14. For more info on your packs, add-ons or free boosts, go to MyEE. ee.co.uk/myee

For info on our other Text Services, reply HELP or go to ee.co.uk/textservices

 

My package is the £1 weekly top up but didn't renew when I topped up. There is I assume maintenance to the system in the area as several people are having connection issues over the last few weeks (South Wales, West of Swansea)

0 Helpful
XRaySpeX
EE Community Star
EE Community Star
In response to LCEva

‎22-05-2023 02:54 PM - edited ‎22-05-2023 02:55 PM

The £1 pack is an old legacy 1. It may very well have been withdrawn by now.

It could take a day or 2 esp. when there are signal issues in the area.

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP
LCEva
Investigator
Investigator
In response to XRaySpeX

‎22-05-2023 03:01 PM

The renewal never happened and I was unaware that the renewal failed due to the system issues.

I'm now out of pocket and can't use the phone or text or have data if I'm out of the house

0 Helpful
Christopher_G
EE Community Support Team
In response to LCEva

‎22-05-2023 05:01 PM

Hi @LCEva 

Welcome to the community.

Have you tried speaking to our Mobile Care team?

Chris

LCEva
Investigator
Investigator
In response to Christopher_G

‎22-05-2023 06:49 PM

I have tried phoning through the app but the automated service said that it was temporarily out of service, that is why I have come to the forum

0 Helpful
Katie_B
EE Community Support Team
In response to LCEva

‎23-05-2023 08:02 AM

Hi @LCEva. 

Since your post last night have you been able to connect with our customer care team? If not, I would love to help further.

Katie