Top up problem

Ilkenny · ‎15-01-2026

My £10 bundle was due to renew today, I added £10 credit yesterday in advance of this. Instead of receiving confirmation that I had a new bundle, when I checked the app it said I had no data and only £8.20 credit. The SMSs I receive make out like I have an active bundle that will renew automatically, so why did it not renew and my credit go down? More importantly, how can this be fixed without having to top up more?

Rach_H · ‎16-01-2026

Hi @Ilkenny,

Welcome to the Community!

I'm sorry to hear about the trouble you're having with your top up, and I am keen to help you to get this sorted. I'd recommend reaching out to our team, and they will be able to advise what has happened with your credit.

Rach

View solution in original post

XRaySpeX · ‎15-01-2026

@Ilkenny : What does texting AL to 150 from your no. fully report verbatim (it is free)?

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Home Broadband & Home Phone or Option 2 for Mobile Phone & Mobile Broadband

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP

Ilkenny · ‎15-01-2026

Your current balance as of today 21:48 is £8.20. Your last top up was
£10.00 on 14/01/2026 at 22:26. For more info on your plans, add-ons or free
boosts, go to the EE app or ee.co.uk

For info on our other Text Services, reply HELP or go to
ee.co.uk/textservices

Rach_H · ‎16-01-2026

Hi @Ilkenny,

Welcome to the Community!

I'm sorry to hear about the trouble you're having with your top up, and I am keen to help you to get this sorted. I'd recommend reaching out to our team, and they will be able to advise what has happened with your credit.

Rach