Packs unavailable “system failure”

NathanJ298 · ‎27-08-2022

I’ve had a pay as you go sim

activated it and successfully got a pack to work. After 30 days it ran out.

I’ve got to get a new pack and it is not working,

“system failure. We are currently experiencing difficulties loading this information, please try again later“
I’ve waited and nothing, so today I topped up £15 thinking this must be the issue. And no. Nothing.

now I have £15 loaded onto the card and cant activate the pack any idea? I really want to be with EE but this is so infuriating I’m going to have to go somewhere else

Yoko777 · ‎08-04-2023

On March 22nd, I asked EE's chat service to refund my "EE £15" purchase because of the "system failure". In that chat session, they promised to refund it to me, but I have not been refunded yet. I would like to submit the complaint through https://ee.co.uk/contact-ee/complaint.html/submit.html , but every try to submit shows "No more than 500 words permitted" I am sure I submit with less than 500 words. Neither Chrome nor Safari. The EE website is really not useful.

View solution in original post

XRaySpeX · ‎28-08-2022

@NathanJ298 : What does texting AL to 150 from it fully report verbatim (it is free)?

How are you trying to buy the pack? Have you tried it by using the Text Service by texting PACK15 to 150?

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

NathanJ298 · ‎28-08-2022

I’ve tried it says pack swapped, but then won’t take my credit,

I’ve tried again with PACK10 and no luck

Christopher_G · ‎28-08-2022

Hi @NathanJ298

I think it's worth speaking to our Mobile Care team so they can check your account and find out what's happened.

Chris

Poprocks_CA · ‎28-08-2022

AUG 28 - and I am getting the same message but thankfully don't need to renew immediately

"System failure!. We are currently experiencing difficulties loading this information, please try again later“

XRaySpeX · ‎28-08-2022

@Poprocks_CA : What does texting AL to 150 from it 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

foxtrotmike · ‎30-08-2022

Last night my PAYG Pack Failed to Renew

Has there been any issues with this recently? i am trying to understand why whether it was an EE issue or Bank but i have no detail.

I am new to EE so it maybe if the next month payment fails ill be thinking again but would like to know how this can be logged and investigated.

foxtrotmike · ‎30-08-2022

I had the same issue around the time you mentioned and also today my pack failed to auto renew

Leanne_T · ‎30-08-2022

Hi @foxtrotmike

Thanks for coming here.

Which pack do you have?

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

Leanne 🙂

foxtrotmike · ‎30-08-2022

I am on the £10 Pack