03-03-2019 08:55 AM - edited 03-03-2019 09:11 AM
I am currently traveling in Geremy, and plan to buy a £44 30GB/90 days pack.
I tried to top on via phone online and website via Mac, but failed so many times, and only two times are successful....I don't know what the reason, it's so difficult to top on
I used non-UK/EU credit card, below is the record of topping on....most are failed...but 2 times are successful
3/2/2019 top on £44...failed...shows "unexpected error" and said "Sorry, there is an unexpected error. Please try again"
...trys like 5 times later........try to top on small amount like £5 or £10
2/3/2019 top on £5...succeed and received top on credit and text notification immediately
2/3/2019 top on £10...succeed and received top on credit and text notification immediately
2/3/2019 top on £10...started failed again
...try serval times later...All failed as unexpected error
BTW, all above payment are proceeded sucessfully and been credicted by bank
Tried texting "AL" to 150, always shows current balance £15.
Also I have tried to top on via texting CR XXXX $$, but only got replied "There appers to be a problem with your request. Please call us on 150 and we'll be happy to help"
And I called "150", but failed, not sure if it's because I am not in UK or it's Sunday today. So I got £15 now in my current credit....
Tried to solve this, but after googling many solution and the PAYG threads, seems happened very many times of the top on error with other users....and not solved yet
Thanks for reading, I just want to change to another service after using this £15 if the top on fails again, it's quite a disater...
03-03-2019 09:22 AM - edited 03-03-2019 09:24 AM
@andypan You need to use a UK credit/debt card. Your lucky that you even managed to get that one to work twice.
And if if you have credit you need to call EE customer services in open hours, which they now are.
03-03-2019 09:30 AM
I don't think we must need a UK credit card as the "help with top on" said that "We accept UK and international Visa. Master....."
So the problem is not about my credit card, bescuase I have used to top on in UK before with my friend's EE acount with the same card.
And the band has proceed the transaction, so the payment is 100% workable.
My guess is that EE side has somehow not received some certifiction of toppong on sucessfully......and so many people on the thread had the same issue over years...
Thank you though
03-03-2019 11:34 AM - edited 03-03-2019 11:42 AM
Is the registered address of your non-UK/EU credit card in the UK?
Were the successful top-ups by one method & the unsuccessful ones by others? Did you use the method of calling 360?
03-03-2019 12:02 PM
1) card registed address is not in UK, but I used Airbnb address in UK when ee asked to type the billing address
2) unsuccessful and successful top on is all using ee website to top on via phone with same card
however, I looked through the thread, many people which are located in UK are unable to top on successfully sometimes. So I think it's not the problem at the payment part.
03-03-2019 12:22 PM
@Chris_B: This shows you can use a non-UK card as long as you can quote a UK billing addy. The Country drop-down only offers "UK".
03-03-2019 01:13 PM
No, I'm not saying that. I was pointing out it worked for you with non-UK cards if you give a UK billing addy.
03-03-2019 03:34 PM
Good Afternoon @andypan.
We accept Visa, MasterCard and Maestro UK credit and debit cards as well as International cards.
Are you able to get in touch so we can look into this further for you? If you are currently abroad you can give us a call on +44 7953 966 250.
03-03-2019 08:10 PM
If this is the only way to contact customer service? If there is an online customer service?
If you are able to look into the top on system or have someone to check it? Thanks
03-03-2019 09:31 PM
@Katie_B wrote:We accept Visa, MasterCard and Maestro UK credit and debit cards as well as International cards.
But only if you give a UK billing addy, which seems to work going by OP's experience. The form does not allow anything but UK addys, so you can't supply the true registered addy of the card. Why is that?
03-03-2019 09:32 PM
There is no Live Chat for PAYG users.
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