Refund- How to get money back

Bubbyskills1 · ‎30-04-2026

The EE app wasn't working for the 4th time this month I finally gave up and went online to your website to add on £15 credit But ended up buying a whole new plan? Now I'm getting 5GB instead of 25GB. I then bought the 25GB plan for £13.50 but have to wait till 30th May to use it. I would like to use it now but I don't want to lose my £15 from the 5GB plan I'm now on by mistake.

I would like to be refunded from the 5GB plan which cost me £15 and be able to start my 25GB plan now.

Michael_D · ‎30-04-2026

Hi @Bubbyskills1

You'd not be able to get a refund for the pack that you've purchased as @Chris_B mentioned, but you will be able to use the 5GB pack to start with, then you can start the 25GB pack when the current one runs out.

You'd just need to text NOW to 150 when the 5GB runs out, and the 25GB will start up.

With regards to the app, there will be maintenance taking place overnight at times, when usage is lowest, but you can still top up using our Fast Payment service if needed which just needs your mobile number and card details.

Michael

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Chris_B · ‎30-04-2026

@Bubbyskills1 Once you purchase a pack that’s it. There are no refunds because you purchase the wrong pack.

To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.

Michael_D · ‎30-04-2026

Hi @Bubbyskills1

You'd not be able to get a refund for the pack that you've purchased as @Chris_B mentioned, but you will be able to use the 5GB pack to start with, then you can start the 25GB pack when the current one runs out.

You'd just need to text NOW to 150 when the 5GB runs out, and the 25GB will start up.

With regards to the app, there will be maintenance taking place overnight at times, when usage is lowest, but you can still top up using our Fast Payment service if needed which just needs your mobile number and card details.

Michael