Plan not renewing

[SMiah88]

My £20 plan was due to end today,

I have topped up £20 as I always do, on my account it shows in transaction history I have topped up and in my account it has been taken out but my plan has not renewed.

I had to buy an extra £5 data bundle so I can use.

This is the first time this has happened 

Can anyone help me with this?

[Ritu_D]

Good morning @SMiah88 

Welcome to the community. 

Please could you try texting NOW to 150, this should activate your pack for you. 

Thanks

Ritu 

[SMiah88]

 this is what comes up

[Ritu_D]

Thank you for sending that over @SMiah88

Did you make any outgoing calls or texts after you topped up? 

Please text BALANCE to 150 to see how much credit you have remaining.

Thanks 

Ritu 

[SMiah88]

This is what came up. As you can see I topped up at 1.53am.

Nope I didn't make any calls or texts

[Ritu_D]

Thanks again for sending that information over @SMiah88. 

As we do not have any account access here on the community, I would recommend Contacting Us and one of our guides can take a look into this for you. 

Ritu 

[SMiah88]

I have tried to contact several times but the line is temporarily unavailable and I need this sorted today I rely on it at work mostly.

Anything else I can do?

[Ritu_D · Accepted solution]

Hi @SMiah88  

I appreciate you trying to call, our contact centres are open until 9pm tonight.

Like I mentioned before as we do not have access to your account on the community we would be unable to take a look, however our guides will be able to see what happened with your £20 top up.  

You could try calling from an alternative number on 07953966150. 

Thanks 

Ritu