topic 03:00 Texts from 150 in Mobile Services

03:00 Texts from 150

jonesb750 — Thu, 02 Feb 2023 08:54:34 GMT

Waking up Customers

Is it appropriate that EE send SMS texts at c 03:00 to wake people from their sleep on matters that are not critical - my wife and I both received texts this morning regarding an amendment to our excess limits which we had instigated and indeed the texts were repeated at a more reasonable time of 08:30 the next morning.

Re: 03:00 Texts from 150

chistery — Thu, 02 Feb 2023 09:36:04 GMT

I've not seen it from EE but it does annoy me where non urgent bulk texts are sent out with no consideration to when they are sent. For a UK company, they should avoid sending texts overnight unless urgent.

Whilst I do have my phone automatically set to silent overnight except for some calls, some notifications do seem to sneak through. I don't really care that I've earned 3p in interest at 1am on the 1st of the month.

Maybe a feature request for EE to add?

Re: 03:00 Texts from 150

bristolian — Thu, 02 Feb 2023 10:12:36 GMT

Phone settings should be easy enough to configure, to ensure SMS and other notifications are silenced overnight.

If not, a profile app should do the job with a little time spent setting up.

Re: 03:00 Texts from 150

jonesb750 — Thu, 02 Feb 2023 11:37:52 GMT

Understood that we can silence phone but for family reasons phone needs to be on, and we should not need to cater for the incompetence and absence of customer care from a business, who we pay money to.!

Re: 03:00 Texts from 150

bristolian — Thu, 02 Feb 2023 12:28:33 GMT

EE is not the only company to send automatic texts overnight, many banks do the same thing.

Whether there would be a business case for creating the additional functionality would be a commercial decision rather than a competence issue.

You would also need to allow for daytime automated texts being overnight for customers roaming in particular countries.

Re: 03:00 Texts from 150

Leanne_T — Thu, 02 Feb 2023 13:34:09 GMT

Hi @jonesb750

I am sorry to hear the text has woken you through the night.

If you would like to change your contact preferences, please call us on 150 and the team will update this for you.

Thanks.

Leanne.

Re: 03:00 Texts from 150

jonesb750 — Thu, 02 Feb 2023 15:38:52 GMT

Which option do I need to change to block some messages but not those from key numbers

Re: 03:00 Texts from 150

Leanne_T — Thu, 02 Feb 2023 15:40:47 GMT

Please call us on 150 and the team can update your marketing preferences @jonesb750

Leanne.