Unable to change subscription plan

Shaq57412
Investigator
Investigator

‎07-10-2023 01:56 AM - last edited on ‎07-10-2023 07:11 AM by EE Community Moderator

My number is [edited]. When I tried to change my subscription pack to another one, it said 'Sorry, we were unable to complete your request right now. Please try again later.' That stops me from choosing any plans. However, when I used another number, I could access that page. 

Is there anything wrong with my number?

[Mod edit: Image rejected as it contained personal information] 

 

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7 REPLIES 7
XRaySpeX
EE Community Star
EE Community Star

‎07-10-2023 02:15 AM

@Shaq57412 : How are you trying to change your pack?

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 Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

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
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Shaq57412
Investigator
Investigator
In response to XRaySpeX

‎07-10-2023 02:38 AM

I went to ‘Plan and subscription’, then ‘get subscription packs’. After that pack errors occur.

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XRaySpeX
EE Community Star
EE Community Star
In response to Shaq57412

‎07-10-2023 03:42 AM

Have you tried texting PACKnn to 150 where 'nn' is the value of the pack you want? 

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 Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

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
Shaq57412
Investigator
Investigator
In response to XRaySpeX

‎07-10-2023 03:58 AM

Yes, my original plan was a £15 pack. However, when I type PACK10 to 150, it said it didn’t recognize the message and now only PACK 15,20,30 are available now. I am unable to change to PACK10

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Leanne_T
EE Community Support Team
In response to Shaq57412

‎07-10-2023 09:13 AM

Hi @Shaq57412 

If you text ALL PACKS to 150, does PACK10 show as an option in the reply? 

Leanne.

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Shaq57412
Investigator
Investigator
In response to Leanne_T

‎07-10-2023 02:55 PM

Yes. However, when I typed PACK10. It replied ‘sorry I did not recognise that.’  And it only provided PACK15,25 and 30 for me. I was then unable to choose PACK10

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Leanne_T
EE Community Support Team
In response to Shaq57412

‎07-10-2023 02:56 PM

Thanks @Shaq57412 

In this case, please call us on 150 and the team will be happy to help 🙂

Leanne.

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