by 7om Investigator
Investigator

Prepaid Packs Error

I'm trying to buy a Prepaid Pack but I get a Prepaid Packs Error. EE took my money but now I'm not able to use my credit to buy a pack.

14 REPLIES 14
by Grand Master
Grand Master

Re: Prepaid Packs Error

@7om : What pack you want? How did you try to buy it?

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Star" button below.

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

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
by 7om Investigator
Investigator

Re: Prepaid Packs Error

15-pound data pack. Online - clicked on the Buy a Pack button and then Pay by Top Up button. It shows that I have the money to pay but then I get the Prepaid Packs Error.

by Grand Master
Grand Master

Re: Prepaid Packs Error

Buy it by texting DP15 to 150.

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Star" button below.

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

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
by 7om Investigator
Investigator

Re: Prepaid Packs Error

Is this something I can do from the USA? Because that is where I am. I'm leaving for London on the 21st and would like to have my phone with the EE SIM ready upon arrival.

by Grand Master
Grand Master

Re: Prepaid Packs Error

Probably not but you could try.

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Star" button below.

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

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
by 7om Investigator
Investigator

Re: Prepaid Packs Error

I tried and it didn't work. I took my US SIM and put in the EE one. Don't get much of a signal but I get something. It's using AT&T. I downloaded the My EE app and logged in. Everything seemed fine until I got to buying the Pack. Once again it failed. It said that it was their fault and I wasn't charged. I can see the 15-pounds but I just can't use it.

by
EE Community Support Team

Re: Prepaid Packs Error

Hi @7om,

 

Welcome to the EE Community.

 

Have you used your EE SIM before?

 

Thanks

 

James

by 7om Investigator
Investigator

Re: Prepaid Packs Error

Yes. Last year at about this time I used it upon arrival at Gatwick. I bought it on Amazon.com. It came with a Top-Up Card, which I have never used. 

Highlighted
by Grand Master
Grand Master

Re: Prepaid Packs Error

Sounds like it has gone into hibernation.

 

When did you last use it for a chargeable action? EE PAYG SIMs are deactivated after 6 months of non-use. You then have a further 3 months to call EE to reactivate it before it is lost completely.

 

You needed to make a chargeable action like making a chargeable call or text, topping up or buying a Pack or Add-on, not just using your mins, texts or data from your pack.

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Star" button below.

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

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
by 7om Investigator
Investigator

Re: Prepaid Packs Error

That explains it. I haven't used it since last year. If I buy another EE SIM, can I use the 15-pounds on my account?

by Grand Master
Grand Master

Re: Prepaid Packs Error

No, you've lost it as you haven't used it for a year.

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Star" button below.

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

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
by 7om Investigator
Investigator

Re: Prepaid Packs Error

Are you telling me that I've lost the 15-pounds I put on two days ago? I thought you were telling me that the year-old SIM was dead, not my account.

by Grand Master
Grand Master

Re: Prepaid Packs Error

I thought I was but I never knew you topped-up 2 days ago. I asked you when you last made a chargeable action incl. top-up & you replied not since this time last year.

 

You shouldn't have been able to top up once it's been deactivated. You sure it went thro'?

 

Your a/c is your SIM.

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Star" button below.

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

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
by
EE Community Support Team

Re: Prepaid Packs Error

Hi @7om,

 

I would recommend contacting Customer Care when you arrive in the UK so we can check the status of your account.

 

Thanks

 

James

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