Why did my £5 subscription pack give me only 250MB instead of 6.2GB?

[AshkanZahedi]

Hi everyone,

I just bought EE’s £5 subscription pack on PAYG. When I was selecting it in the app, it clearly showed 6.2GB data, 250 mins, and 500 texts. After I paid (with the 10% discount for card payment, so I was charged £4.50), my account is now showing the old £5 pack with only 250MB data, 250 mins, and 500 texts, starting on 30th September.

Why has this happened? Is EE still running two different £5 packs (the old 250MB one and the new 6.2GB one)? If so, why is the wrong one activating after I paid for the new one?

 

 

Is this normal or a system glitch? And how can I make sure I actually get the 6.2GB pack I signed up for

Thanks.

[XRaySpeX]

@AshkanZahedi : The 1st image done from within your a/c shows the data incl. the rollover, 6GB, from your current pack. Witness the 8GB £10 pack above it showing 14 GB. When your new pack starts it will have the rollover applied to it.

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

[mcdomic]

Exactly the same has happened to me also. Hopefully get a response from EE

[Katie_B]

Hello @mcdomic. 

Welcome to the community. 

I am sorry to hear this. 

When you text AL to 150 what reports back?

Katie

[mcdomic]

Hi Katie, 

             I spoke with customer support. I got it all sorted in the end. It appears to be a glytch that rolls over your unused data from previous month. Not sure if it's an oversight or mis selling. Anyway got it sorted out by speaking to customer services.

Thanks 

[Debbie_G]

It's great to hear you've been able to speak with our team and get this sorted out @mcdomic.

Thanks for coming back and letting us know 🙂

Debbie