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Plan not renewing despite sufficient credit

gyht128
Valued Contributor
Valued Contributor

My VIPTALK01 pack has failed to renew even though I have enough credit. When I text 150 for more info the reply tells me to top up. When I text BALANCE, it tells me I have £20. Text services and online help pages are no help!

1 SOLUTION

Accepted Solutions
Ali_A
EE Community Support Team

Hi @gyht128 

Have you tried restarting your phone, and then try to activate the pack again? 

If it's still not working, please give customer service a call where a guide will be able to check the account and manually activate the pack for you. 

Ali 

View solution in original post

3 REPLIES 3
XRaySpeX
EE Community Star
EE Community Star

That is a v. old legacy pack. EE has probably withdrawn it now. Hence why it never renewed.

Choose a new pack from texting ALL PLANS 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 Home Broadband & Home Phone or Option 2 for Mobile Phone & Mobile Broadband

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gyht128
Valued Contributor
Valued Contributor

Yeah, not a majorly helpful comment - that information is readily available with minimal searching.

It was working perfectly fine yesterday and EE has given no such warning that the pack would completely no longer exist. No one else seems to be reporting the same problem currently on the message board so I think it is a problem unique to me at the moment (although others seem to have had this issue in the past - solved by talking to an actually person from EE themselves).

I know it has been a legacy pack for a long time and is not available to new users, but EE have let me (and others) continue using it for many years (even with long periods on not using it, as long as I haven't switched to a different pack in between).

Ali_A
EE Community Support Team

Hi @gyht128 

Have you tried restarting your phone, and then try to activate the pack again? 

If it's still not working, please give customer service a call where a guide will be able to check the account and manually activate the pack for you. 

Ali