Unable to change or continue using the packs

[pann_05]

am unable to change my SIM pack. I'm using a pay-as-you-go SIM that I bought from EE at the airport. Despite sending "PACK10" followed by "YES" via SMS, I did not receive a response. I also tried to change it through the website, but I keep getting the error message: "Sorry, we were unable to complete your request right now. Please try again later."

[XRaySpeX]

Let me get this clear. You bought this PAYG SIM some time ago in the UK & used it for some time in UK. Now you are in Thailand & find it doesn't work there & you can't buy a pack for it. Is that right?

[pann_05]

I bought this SIM card when I went to study in the UK. Now, I'm in Thailand for my summer break and preparing to return to the UK. I want to keep using this number because it’s linked to many accounts. However, when I try to purchase a pack on this number through the website or app, I encounter an error "Sorry, we were unable to complete your request right now. Please try again later." every time.

[XRaySpeX]

How long you've been in Thailand?

Sounds like your PAYG SIM may have gone into hibernation due to non-use. 

When did you previously make a chargeable action? EE PAYG SIMs are deactivated after 6 months of non-chargeable use. You then have a further 3 months period of grace to call EE to reactivate it before it is lost completely.

You needed to make a chargeable action like making a chargeable call or text, topping up or buying a Pack or Add-on, not just using your mins, texts or data from your pack.

[pann_05]

I made a 20 pound top up yesterday and it is still giving me errors like before. I want to buy a pack but it doesn't let me it just goes quiet after typing 'PACK10' and 'YES' to 150.

[pann_05 · Accepted solution]

Hi, so I resolved this issue. I called the EE service, and the receiver was really nice; she explained that because I'm on the old plan there were some error with the system. So she switched my old outdated plan to a new one and it's all resolved now.