Pay as you go

[mimi2024]

Hello, 

I have topped up £10 but my plan hasn’t started. When I text now to 150 it says that I need to top up even though I have £10 credit. Any suggestions on how to solve this problem? 

[James_B]

Hi @mimi2024,

Welcome to the EE Community. 🙂

What response do you get if you text BALANCE to 150?

James

[mimi2024]

Hi James, 

it says:

Your current balance as of today 16:48 is £10.00. Your last top up was £10.00 on 16/12/2023 at 23:24. For more info on your packs, add-ons or free boosts, go to the EE app or ee.co.uk

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

[Leanne_T]

Hi @mimi2024 

Can you try texting PACK10 if you should have the £10.00 pack active? 

Leanne 🙂

[mimi2024]

Hi there, 

I have texted YES to confirm the pack10, I then received the text message: 

To buy your £10 Pack again, simply top up £10 and your pack will start automatically.

I have £10 credit on my account already, however I can’t see the new plan. Can you please confirm what the above text message means and how long does the new pack takes to start since it’s telling me that I’m currently still on an older pack. 
Many thanks,

Mimi

[Leanne_T]

Hi @mimi2024 

When did your last pack end? 

Have you tried restarting your phone? 

Leanne.

[mimi2024]

Hi, 

my plan has ended on the 16.12.23. I have topped up £10 on the same day in the evening. 
I have already tried to restart my phone but haven’t received a message confirming that my new pack has started. 
Any suggestions? 

Many thanks, 

Mimi

[Leanne_T]

Thanks @mimi2024 

I would suggest giving us a call on 150 and the team can check this for you and help get the pack started. 

Leanne 🙂

[mimi2024]

Hi, 

thanks for trying to sort this out. I’ll give them a call tomorrow.

Many thanks, 

Mimi

[Leanne_T · Accepted solution]

Let me know how you get on @mimi2024 

Thank you 🙂

Leanne.