"Prepaid Packs Error" page

[CJH53]

Have a SIM that went into "hibernation". Called E and got it reactivated. Account is functional and I have been able to top up (twice!). BUT: cannot convert top-up into subscription pack, nor will buying a subscription pack directly by card go through. Every time I get a "Prepaid Packs Error" page. My phone will not allow me to make any calls or send any texts, including to E. Calling I get the message "You have no minutes". Texts are simply "not delivered" red exclamation mark. Looking through forums I notice this has been a problem for years and no E-person appears to have really addressed it. Thoughts? 

[Northerner]

Hi @CJH53 

It sounds like your account isn't reactivated or will need to reactivated on the UK EE network.

Thanks 

[CJH53]

Thanks for replying! I already called EE Customer Service and they claimed to have reactivated the account manually prior to this experience. 

[CJH53]

Yeah this has been a problem on here for years. Have you left a PAYG account inactive for over three months? That seems to be the major cause as far as I can tell. That Prepaid Pack Error page has been up for years, indicating that the company knows there’s a problem but is too indifferent to fix it.

I’ve called many times, visited EE stores on three occasions, and posted here before. You’ll just get fobbed off. It’s a major technical glitch EE has no intention of resolving. Eventually you give up and they will zero out your account after three months of inactivity, taking your top up cash shamelessly. Then you have to start again with a new account. I recommend leaving EE now and writing a complaint. 

[CJH53]

I have not found this to be true. I topped up from abroad and my number was nonetheless put into hibernation. EE also zeroed out my balance. But when I called and made a fuss the number was « reactivated ». But then I fell into the nightmare of the Prepaid Pack Error page where the account still clearly exists but all activity is impossible. 

Strongly recommend **leaving EE** if you have a PAYG that you only use intermittently. I wasted so much time trying to get a fix. 

[CJH53]

Longstanding problem EE has no intention of fixing. I have an identical problem and I’ve tried EVERYTHING. Recently I gave up and accepted that EE is going to steal my £20 and I cannot make them address it. People have been posting on here for years about this. 

[Hannahvw]

Did you manage to get this sorted, ee said to me they restarted mine and topped but but I can't make calls, contact 150 or buy a pack 

[Katie_B]

Hi @Hannahvw. 

When did our customer care team reactivate your SIM?

Are you abroad?

Katie

[CJH53]

I called from Canada to reactivate the SIM, went to the UK, went to EE stores on three occasions, called EE several times, put yet more money into my PAYG account, and predictably I am in the same position as the many, many other people on this site who cannot make calls or use their phones. Like Hannahvw, I couldn't make any calls, couldn't buy a subscription pack, basically couldn't get the phone to work at all. EE won't fix it. this is a known error.

I have given up and switched to another provider. I would like to close my EE account and get the 20 quid sitting in my top-up account back. How do I do that?

[XRaySpeX]

PAYG credit is not refundable nor transferable, except for the 1st unspent direct card payment.