Pack fails to renew saying insufficient credit when there is

Question

It would appear from several posts and my own experiences that EE has ignored a long-standing problem going back many months of packs expiring at midnight on the expiry date and not being automatically renewed often until hours later, potentially leaving customers stranded in the early hours. Customers are also not able to manually renew their pack as they are told they have insufficient credit when they clearly have.enough credit to do so. Surely there is someone in EE management that uses his or her own service and has spotted this by now. Given the apparent lack of an appropriate button press option to speak to a human being on 150 at EE about this. is the time now right to take this matter up with Ofcom? or are they already investigating this practice?

Answer 1

I've been with EE Pay as you go for about 3 months - starting with a couple of £10 packs (30 days) followed by three £1 packs (7 days). On each occasion that EE's automatic renewal system was due to take the charge for the next pack from my credit - which is always at a level very significantly higher than needed - it failed to do so and I received that very annoying message "Not enough credit to start the next pack", positioned on my EE App right next to "Remaining credit £15.30"!!!! - when all that's required is £1. From the very start, initiating the first pack, I have had to contact EE regarding this issue.
When their renewal system is working at its best, one pack ends at midnight but the next doesn't start for several hours - I get messages timed at 8.01am (eight hours late) to tell me that the pack has renewed.
When I spoke to an EE representative yesterday querying this very inconvenient loss of service - for those of us that are active in the very early hours - and asking if she could kindly contact an EE technical staff member; she phoned back to say that they had advised her that the renewal can take up to 24 hours!!! - as a matter of routine....