Some error occured, when trying to top up

[Staleylevett]

My contract ended today so I want to switch to pay as you go

But everytime I try to top up on the site it says some error occured when I enter my number 

And when I try to call 150 the line hangs up like all numbers do which is weird as I know I have no credit but 150 should work? Also it's allowing me to send texts which is concerning me cus I don't have credit so am I being charged?

Live chat feature and line not working so no way to get help. Please advise anyone thanks

[Schockwave]

Hello @Staleylevett ,

Welcome to the community,

You can pay here:

https://ee.co.uk/bills-payments/mobile/fast-payment-payg

Live chat is only for customers on contract, not available for pay as you go customers.

[Staleylevett]

Hi, as i said in my post and title, when I try and top up there it says error.... That's why I'm asking for help. 

[Alex_H]

Hi @Staleylevett,

Welcome to the EE Community

With you mentioning your contract having just ended today, had you already placed a request with our cancellations team for the number to move to pay as you go? As if you wish to move a contract number to pay as you go it does require giving us a call on 150 to request this which does take 30 days. 

Are you unable to make any calls currently? Are they all hanging up without ringing without any recorded messages when you try and make a call? 

Alex

[Staleylevett]

Hi I sorted it all out a month before my contract ended with EE on a live chat and was told there would be no problems.

All the calls are hanging up instantly.

But it's letting me send texts which is making me worry I'm being charged for those?

[Alex_H]

@Staleylevett Thanks for confirming. If your number is on pay as you go now then you can only send texts if you have added credit or have a monthly pack purchased. So one of those must be true unless the messages you are sending are iMessage or Google chat messages which just use the internet rather than the mobile network.

What does texting BALANCE to 150 respond with as that should confirm if you are now on pay as you go and if you have any credit or pack active currently.

Have you given your phone a restart since the issue began? And when trying to top up, what error are you getting and have you tried doing the top up via a different browser? 

Alex

[XRaySpeX]

On PAYG it costs 25p to call CS. So you can't when you have no credit.

[Staleylevett]

It's definitely a real text message and it delivers and I definitely don't have credit I didn't top up it's not letting me it just says error and doesn't specify.

When I text balance to 150 no text comes back. Nothing

Do I have to Do anything to swap to pay as you go? I already told EE I wanted to swap a month ago and they said it was allset up and would automatically swap over when my contract ended? 

[Peter_W]

Thanks for confirming this @Staleylevett, usually the switch to pay as you go should be automatic, allowing you to keep the same SIM. 

This is normally something we'd need you to request over the phone rather than chat, though.

Just to be sure as well, are you in the UK and connected to the EE network at the moment, or are you abroad?

Peter