Top up did not renew data pack

[kaisercam]

Used PAYG voucher on 26/10/2024 (£20) but Data Pack did not renew automatically.  Current balance shows £19.72 (after I sent a text).

[Chris_B]

 @kaisercam  So you topped up and didn’t check to see if the pack renewed.  You then sent a text and got charged for that text.     After topping up just text balance to 150 before you make a calls/text.  You’ll then know if you have a pack allowance or if the charge will come from your top up.      To get a £20 pack you’ll need to top up so your account has £20 on it so you can then get the pack you want.  

[kaisercam]

That's not an answer. I've topped up for over five years and never had a problem with it automatically continuing my £10 Data Pack.  The point is: Why did my pack not automatically renew like it always does?

[Leanne_T · Accepted solution]

Hi @kaisercam 

Thanks for coming to the community. 

If the pack has not renewed on the renewal date, please get in touch with our pay as you go guides. The team will have access to the account to check why this has not renewed and help you get this sorted 🙂

Leanne.