data pack not working

[KP59]

I bought a data pack that does not run out until 29th March, (it is now the 14th and has been going on since the 6th March) but I cannot text or make calls or receive texts or calls as it says "this call cannot be completed as your account balance is too low" to top up etc. etc. how is this happening and how can I fix it ? I can get internet and use whatsapp?

[JonathanB]

Hi @KP59,

Sorry for the delay in picking up on your post. It sounds like you may have a data add on (which only adds data), rather than a data pack (Unlimited calls, texts, and a data amount based on the pack's value). There's more info available on our PAYG support page.

In either case, as the message is suggesting you don't have the balance. It's best to get in touch with customer services. They'll be able to confirm what went wrong, whether your pack allowances haven't registered properly, or if you've inadvertently bought the wrong add on.

Thanks,
Jonathan