topic Re: No data used, but none available in Mobile Data

No data used, but none available

BadgerH — Tue, 21 Jan 2025 21:46:18 GMT

My mums phone hasn't been receiving FaceTime.

I checked the data usage on-line and it shows that none has been used.

*BUT* there's also a message to say "5.0GB left of 5.0 GB - Using stay connected data" and messages indicating that it's using 'free' but low bandwidth connectivity and that it can't gift any data.

So, I'm assuming that EE is blocking my mums phone because part of it thinks that she has no data available whilst the other bit notices that she's not used any!

How can I raise this with EE?

Re: No data used, but none available

Matt_124 — Tue, 21 Jan 2025 21:57:14 GMT

You would need to call Customer Services on 150 from your mum's phone, with her present for verification if the account is under her name.

They will be able to investigate the situation with the data allowances.

Re: No data used, but none available

BadgerH — Tue, 21 Jan 2025 22:11:21 GMT

Unfortunately, I'm 100 miles away from my mum. She's 95 and unlikely to call CS and understand what they're saying! The account is in my name, so maybe we can achieve something without phone access?

Re: No data used, but none available

Matt_124 — Tue, 21 Jan 2025 22:32:33 GMT

Understood.

As the account holder you will be able to call about the issue, however if there's any troubleshooting required on the device-side that will obviously be difficult.

If your mobile is on the same account, you can call from 150. If not, you can call on 0800 956 6000.

You will be asked some security questions in the absence of being able to send a PIN to a number on the account.

Re: No data used, but none available

BadgerH — Thu, 23 Jan 2025 07:55:37 GMT

I called customer services. they couldn't see any issues online and suggested rebooting the phone.

They also couldn't see what I see online which is:

There doesn't seem to be a way of emailing or chatbotting CS so that they can see the message that I'm seeing?

Re: No data used, but none available

Lesley_W — Thu, 23 Jan 2025 16:06:28 GMT

Thanks for the update @BadgerH

Have you tried a speed test on your Mum's phone to see if she is actually only getting the stay connected speeds?

Lesley