topic Re: Spend Cap in Mobile Services

Spend Cap

bsgbsg — Thu, 05 Sep 2024 10:53:45 GMT

I have 'unlimited spend cap' set up on my mobile, but EE is refusing to send SMS texts as it says I have exceeded the cap. Anyone else experienced this? I have tried to talk to EE - but no luck so far!!!!

Re: Spend Cap

bristolian — Thu, 05 Sep 2024 12:17:20 GMT

How is "it" saying that you have exceeded the cap, when you send a text message? Are these standard texts to 07xxx mobile numbers?

Re: Spend Cap

bsgbsg — Thu, 05 Sep 2024 13:08:59 GMT

The message below was from EE after a text message I tried to send 'failed to be sent'.

"Hi from EE.

You don't have enough Spend Cap balance. If you're the account holder, you can increase or remove your Spend Cap at ee.co.uk/SpendCaps or text SPEND CAP to 150. For more info visit ee.co.uk/managespendcap"

I looked on my EE account and I used 150 to check the cap, both reported that I had unlimited 'Spend Cap'.

Here is the first part of the response from 150 concerning the cap -

"You currently have an Unlimited Spend Cap set up on your account."

So why can't I send text messages?

Re: Spend Cap

Alex_H — Thu, 05 Sep 2024 16:16:34 GMT

Hi @bsgbsg,

Welcome to the EE Community 🙂

Are these just standard SMS texts you are trying to send to UK mobile numbers as @bristolian mentioned? Rather than texts to a short code number for example?

Is it effecting every number you try and text currently? What did they say when you called and spoke to us on 150?

Alex

Re: Spend Cap

bsgbsg — Thu, 05 Sep 2024 16:49:45 GMT

The text are normal and being sent to another mobile number - nothing special.

The 150 number gave the text response I mentioned above - I answered the automated questions that 150 prompts you with and the system got me to the 'cap' part of the system which then cleverly sent me a text and hung up. Not a very helpful response! I never got the chance to talk to a human.

Re: Spend Cap

Alex_H — Thu, 05 Sep 2024 17:25:27 GMT

@bsgbsg Sorry I thought you had meant you got through to speak to someone on 150, it will need someone to take a look at your account to help resolve this.

So when calling 150, if you press option 1 you will get sent a link by text and you should select, Mobile>Tech support> Network Problems.

You will then get a text come through where the system checks your postcode for issues, when none are found reply NETWORK and then the next text will offer you a call back within 15 minutes when you text FAULT ADVISOR.

Alternatively if you would prefer to avoid the visual menu, call 150 and select option 2 to use the traditional audio menu and select the option for technical support to get connected to one of our guides.

Alex

Re: Spend Cap

bsgbsg — Thu, 05 Sep 2024 17:52:18 GMT

Thanks

Re: Spend Cap

Davidjf — Fri, 25 Oct 2024 07:28:36 GMT

Yes I'm getting it as well

Re: Spend Cap

Davidjf — Fri, 25 Oct 2024 07:31:55 GMT

I'm getting same response.im trying to contact ee but going around in circles I can't use mobile at all.

Re: Spend Cap

Davidjf — Fri, 25 Oct 2024 07:34:00 GMT

I can't speak to anyone I just keep getting sent around to different sections of ee website

Re: Spend Cap

Davidjf — Fri, 25 Oct 2024 07:35:35 GMT

No reply from ee yet

Re: Spend Cap

bsgbsg — Fri, 25 Oct 2024 08:30:08 GMT

The spend cap issue did not affect making calls - maybe you have more than one issue. Sorry I can't help.