topic Re: Re: Is it reasonable to ask for compensation? in Mobile Services

Re: Is it reasonable to ask for compensation?

Spireman — Sat, 21 Dec 2024 23:45:43 GMT

I am unable to send text messages so wanted to complin but the complaint process asks for my account number which I cannot find anywhere.

Re: Re: Is it reasonable to ask for compensation?

Katie_B — Sun, 22 Dec 2024 07:52:29 GMT

Hi @Spireman.

Welcome back to the EE Community.

I'm very sorry to hear you wish to make a complaint.

I would love to see if we can help with this first.

What happens when you try to send a text?

Are you able to use mobile data OK?

Can you make calls OK?

Speak soon,

Katie

Re: Re: Is it reasonable to ask for compensation?

Spireman — Sun, 22 Dec 2024 10:16:37 GMT

Each time I try to send a text I get the “message send failure” response. I then receive a text from EE saying I don’t have enough spend cap. I set the send cap at zero as I was being charged for sending pictures and for third party charges. I can make calls.
Luckily I hardly use my phone for sending texts or making calls which is why I was surprised to be charged £7.50 in one month for items I did not know were chargeable

Sent from my iPhone

Re: Re: Is it reasonable to ask for compensation?

Chris_B — Sun, 22 Dec 2024 10:43:32 GMT

@Spireman Are these texts to a UK phone or a premium rate number ? What’s the first 4 digits of that number?

Re: Re: Is it reasonable to ask for compensation?

Spireman — Sun, 22 Dec 2024 11:16:37 GMT

I can’t even text 150.

Sent from Yahoo Mail for iPhone

Re: Re: Is it reasonable to ask for compensation?

Schockwave — Sun, 22 Dec 2024 14:04:49 GMT

@Spireman , how long ago have you made a chargeable call or text before this happened?

Re: Re: Is it reasonable to ask for compensation?

Spireman — Sun, 22 Dec 2024 15:16:37 GMT

The last call I made was 18th Dec and the last successful text sent was 12th Dec.

Sent from my iPhone

Re: Re: Is it reasonable to ask for compensation?

Lupin1 — Sun, 22 Dec 2024 15:29:41 GMT

To answer your question, your account number should be in the top right-hand corner of your monthly bill, between Bill Date and Bill Reference.

I'm sorry you have the same problem I had with not being able to send text messages. It seems that I now have a fix (as of a week ago) but it has taken 3 1/2 months for EE to provide the fix which has been very frustrating and has taken over 9 hours of my time on the phone to them. I still have no explanation for why the problem occurred or how it was suddenly fixed. I hope you have better luck with this than I did.

Re: Re: Is it reasonable to ask for compensation?

Spireman — Sun, 22 Dec 2024 18:09:37 GMT

I think it is because I have set my spend cap at zero. This seems to change my contract do that texts are no longer free. I set it at zero as I was charged £7.50 last month but do not know how to prevent such charges other than blocking any spend.
Sent from my iPhone

Re: Re: Is it reasonable to ask for compensation?

Lupin1 — Sun, 22 Dec 2024 19:35:07 GMT

@Spireman

Yes, if your Spend Cap is zero, you will be barred from sending texts. If you increase your Spend Cap to any amount, or remove it, you will be charged for each text sent. However, if your plan gives you unlimited texts, EE will refund you for the text messages sent whilst the problem continues. You just need to ring the Billing team via 150, though I read that you can't even ring 150 at present. Best route then is via the Complaint form. I had a reply within a few days after submitting my complaint form online.

Re: Re: Is it reasonable to ask for compensation?

Spireman — Sun, 22 Dec 2024 23:36:19 GMT

Thanks I think I will go without texts until my contract is up. Then go back to O2.

Sent from Yahoo Mail for iPhone