topic Re: Spend cap stopping free messaged in Mobile Services

Spend cap stopping free messaged

Spireman — Wed, 14 May 2025 22:07:20 GMT

I have received a message from the NHS but cannot respond as my spend cap is zero. The reply is free. I tried to contact EE using 150 but that was rejected due to my spend cap.
I set the spend cap as I was being charged for things I cannot control but if I can’t use 150 or reply to free messages then I don’t have a service.

Re: Spend cap stopping free messaged

bristolian — Wed, 14 May 2025 22:22:58 GMT

Is this a text short-code by any chance? Or a text to a standard UK mobile number?

Re: Spend cap stopping free messaged

Michael_D — Thu, 15 May 2025 08:13:13 GMT

Hi @Spireman

Just as a follow up to what @bristolian has asked above, are you currently in the UK or abroad?

Calls to 150 wouldn't be impacted by the spend cap. What exactly happens when you trial to call 150 or reply to the NHS message?

Michael

Re: Spend cap stopping free messaged

Spireman — Thu, 15 May 2025 08:32:36 GMT

I am in the uk. If I try to send a reply to a message it fails and I get the standard “ you have tried to do something that will take you over your spend cap” message. I then try to send a message to 150 which is not delivered and followed by the spend cap message.

Re: Spend cap stopping free messaged

Michael_D — Thu, 15 May 2025 08:35:51 GMT

Are you able to call 150 @Spireman?

Is the number you are trying to text a short code, like a 5 digit number, or a normal mobile number?

Michael

Re: Spend cap stopping free messaged

Spireman — Thu, 15 May 2025 09:41:44 GMT

I haven’t tried calling 150 just tried messaging. The number I was replying to is a mobile number.

Re: Spend cap stopping free messaged

Michael_D — Thu, 15 May 2025 09:50:28 GMT

If it was a standard UK mobile number, and you are in the UK, this also shouldn't be impacted the spend cap.

It may be best to give our customer services guides a call so they can check over your account and see what could be causing this as there certainly shouldn't be any spend cap restriction from what you've mentioned.

Michael

Re: Spend cap stopping free messaged

Spireman — Thu, 15 May 2025 12:57:16 GMT

I contacted customer care and after following a long process of pressing 1, 2 etc I got back where I started as there was no option that fitted my problem. I called customer care direct and was then called back. To resolve the problem they switched off my spend cap which left me open to unwanted charges. I reset the zero cap on 15th May but this could not be implemented until 23rd so I am at risk of charges until then. My contract ends next month so I doubt that I will renew it.
Sent from my iPhone

Re: Spend cap stopping free messaged

Michael_D — Thu, 15 May 2025 13:00:39 GMT

How was it you reset the spend cap @Spireman? Was it by text or within the EE app?

If you want to make sure that it is back in place from today, it would need our customer service guides to put it back in place.

Michael