Unable to renew mobile £5 Subscription Pack Online

[Wibble_Wobble]

Good morning!

I have been trying to buy another month of the  mobile £5 Subscription Pack that I was sold last month for my elderly mother. I was assured by the sales person that I would be able to buy this pack online, via the website.

I am I do not have access to her mobile, as I am away, so texting PACK05 to 150 via her mobile is not possible. 

Before people tell me that this pack is no longer available, it was eventually offered and purchased during a call to support due to another issue that prevented her credit being used to make a purchase of an add on pack. This call was Sunday March 8 2026, 7:50pm

Because I am NOT an EE subscriber, I CANNOT  use the app nor call the service team for free, as the helpline that I can find is an 07 number, and as this is a mobile number. I am charged international rates for this call. Other networks that I deal with have an international access number that is a landline, and I can call these for free.

I have tried again to find help on the frankly awful help and community archives but when the few first page results given are about subscriptions for TV, gaming and services that are unrelated to a simple mobile voice telephone. I have simply been going around in circles!

Thank for any real help in advance,

Kevin

[Christopher_G]

Hi @Wibble_Wobble 

Welcome to the community.

Providing the account has enough credit, the plan should automatically renew. Looking at your screenshot, it looks like everything is as it should be. You shouldn't have to text PACK05.

Let us know if there are any problems.

Chris

[Wibble_Wobble]

Hello Chris,

Thank you for your reply. However you have missed the crucial information on the screenshot.... It states that it "Ends 9 April"...

My mother wanted to buy only one month at a time, at her descresion, rather than it automatically renew. Your colleague said that  £5 subscription pack was a special low cost option for OAPs, and set it to not automatically renew. I was assured that the £5 option would be available to renew whenever she wanted to pay for it, rather than it automatically continue. I was also told that I could buy the £5 subscription online as required, which I cannot as only £10 is the lowest option available...  If the £5 option is not in the presented list and there is no renew option presented to me on the website, I cannot buy it!  

Thanks again for your help,

Kevin

[Christopher_G]

OK, thanks @Wibble_Wobble 

A subscription pack automatically renews, I think that's where my confusion came from. I assumed that when the pack ends (today), it'll renew to a new one.

I understand that you've said it may be difficult to call, but that will be the best option, so that we can make sure it's set up correctly for you.

You can find all of our contact information on our Contact Us page. Let us know how it goes please.

Chris 

[XRaySpeX · Accepted solution]

Try calling EE CS on the Freephone no.(Opt 2) in my sig.

[Wibble_Wobble]

Good morning Chris,

Checking this morning, the plan has definitely ceased.  The £5 subscription is certainly nowhere to be seen in the subscription options offered to me on the website.  If this is truly is an OAP plan, then surely it should be available on the website?  (This is discrimination for those people who struggle with automated telephone option systems, and those who £10 is a lot of money.)

I Manage to contact customer services via +44 800 079 8586, which a kind user XRaySpex sent. And re-established the plan. Thank you very much XRaySpex!

Surely this number (+44 800 079 8586) should be officially and clearly declared on the EE website for those people who cannot call 150 as they are calling from another network or abroad, as the 07953 966 150 is a mobile network number, and are often charged at a much higher rate when calling.

These complaints are certainly directed at the higher powers and not you, if you could pass them on.

Thank you for your friendly help and advice, and have a pleasant day!

Kevin

[XRaySpeX]

Thanks! You're welcome 🙂 ! Glad I could be of assistance & trust it is now sorted.

I've never heard of PAYG subscription plans especially for OAPs. All PAYG packs are for all users generally.

[Lesley_W]

Hi @Wibble_Wobble 

Thanks for popping back with an update. 

I'm pleased you got sorted with your plan when you called. I'll make sure your feedback is passed on .

Lesley