Subscription plan didn't auto renew

[planetf1a]

Hi,
 I'm a happy EE contract customer, and recently someone I know has joined EE (on my recommendation!), but initially PAYG, though may change to contract in future if all works out well.

The timeline goes like this:

22 Jan
inserted sim, signed up to 15GB/month plan (promotional 50GB) with 'service on demand' setup
texts received confirming plan, service on demand active, 35GB promotional addition

Happily use phone

21Feb
SMS received stating plan would automatically renew *tomorrow night*

22Feb 
No data access possible
SMS stating plan needed to use data
No payment failures reported

So at this point we are somewhat confused
 - the plan was setup for auto renewal, with services on demand, and texts confirmed it would renew
 - odd that on 21 it said 'tomorrow' when 30 days would be today (22 Feb)
 - decided to wait until 23

23 Feb
No data, no payment (success or failure), so renewed manually

This leaves two questions
 * why didn't the plan just renew and us get charged? The texts seem really clear this should happen
* Is there a known issue?
* Was the text saying the plan would renew out by a day? (seemed to be scheduled for 31 days not 30, or did I miscalculate)
* I presume this means the promotional 35GB is lost, yet this seems to be an EE failure? (I'll need to check with them)

I've not had issues like this, but then generally use contract rather than PAYG

S

[planetf1a]

I should add that we setup the monthly payment option, and indeed got the 15% discount
 - so this should have been 100% automatic? Correct?

[planetf1a]

There do seem many similar posts here - so is this an ongoing problem with EE systems? Or is the documentation/tests wrong and everyone is falling over the same issue? It seems quite problematic?

[XRaySpeX]

---

@planetf1a wrote:

22Feb 
No payment failures reported

---

But was a successful payment made to the bank card on that day?

What does texting AL to 150 from it fully report verbatim (it is free)?

[planetf1a]

No idea on AL , and they have renewed now. I don’tsee that command at https://ee.co.uk/help/help-new/billing-usage-and-top-up/call-text-and-data-charges/how-can-i-get-hel... . What does it do?

 No payment was taken. but neither was any payment error reported by ee or the bank. This was monzo which is very good at reporting any activity that goes near the card such as active check, bad pin, other payment errors

[planetf1a]

So basically automatic monthly payments were setup. Text confirmed that. Also a pack subscription

 so at that point payment and pack should be automatic

Even the day before a text confirmed this would happen

 it didn’t

= ee system error as best I see it?

[James_B]

Hi @planetf1a,

I'm sorry to hear there was a problem with your automated payment.

Please get in touch with Customer Care so a member of the team can take a quick look at your account.

They'll be happy to help. 

James

[XRaySpeX]

AL is the same as BALANCE or BA.