topic Re: Can't text a 5-digit number in Mobile Services

Can't text a 5-digit number

Maddymiff1 — Wed, 03 Apr 2024 12:50:22 GMT

This is my last hope for trying to solve this problem. I am trying to send a message to 97886 (to renew my broadband) the text won't send. I get the response "Trouble sending, check options." I have already spoken to EE and the advisor I spoke to said there are no restrictions on my account. I am able to send messages to 5-digit competition numbers. I am stuck as the offer for my broadband is available through reply to the text only. I tried to renew over the phone earlier and the offer isn't available via any other means (silly, I know). Either way, does anyone know why I can't send the message? I have cleared my message cache and restarted numerous times.

Thanks.

Re: Can't text a 5-digit number

XRaySpeX — Wed, 03 Apr 2024 13:34:19 GMT

Are you on contract or PAYG?

Re: Can't text a 5-digit number

Maddymiff1 — Wed, 03 Apr 2024 13:44:28 GMT

I'm on a contract.

Re: Can't text a 5-digit number

bristolian — Wed, 03 Apr 2024 14:50:06 GMT

If texts won't send to a specific number, it normally indicates an issue with that number. I would recommend saving a screenshot of that text message, and (if possible) a video of you not being able to send to it.

When you say "renew" your broadband, was this a specific promotional discount being offered? I ask because these service contracts are rolling ones with a minimum term, they don't need "renewing" unless there's a promotion or similar offer involved,

Re: Can't text a 5-digit number

Maddymiff1 — Wed, 03 Apr 2024 17:30:29 GMT

It's a discounted deal via text. My contract finishes on the 10th and will be £6 a month more if I can't get the text through. The more expensive one was all they could offer me earlier when I spoke to them. No idea why all offers aren't available through all channels. Regardless, I want the issue solved even without the renewing issue as it may happen for other 5-digit numbers in the future.

Re: Can't text a 5-digit number

Christopher_G — Thu, 04 Apr 2024 07:18:20 GMT

Hi @Maddymiff1

Welcome to the community.

Is your broadband with EE or another provider? If you're trying to text it from an EE number, I can only suggest continuing to discuss this with our technical support team.

Chris

Re: Can't text a 5-digit number

Maddymiff1 — Thu, 04 Apr 2024 08:19:35 GMT

Thanks. I think I am going to have to pop in to my local EE store at the weekend so I can show them and get it sorted in person.

Re: Can't text a 5-digit number

XRaySpeX — Thu, 04 Apr 2024 09:31:43 GMT

I think you'll find that 97886 is a shortcode belonging to your BB provider & is meant to be texted from phone on their plan. Texting it from an EE phone just won't work.