topic Re: Plan has 500 minutes but calls are being charged in Mobile Services

Plan has 500 minutes but calls are being charged

Reallyjammyjam — Thu, 27 Nov 2025 16:58:00 GMT

Hi there

Have been going round in circles with this and hoping someone can help me!

I paid £10 for a plan today to have 500 minutes of calls. Part way through a call the message service came up to tell me I was running out of credit.

I have 497 minutes left of my plan but I have been charged for all the calls Ive made.

I'm so confused. Why isn't it taking my calls from my minute allowance? I'm not called any numbers abroad or premium numbers (as far as I know - they are just normal mobiles)

Re: Plan has 500 minutes but calls are being charged

XRaySpeX — Thu, 27 Nov 2025 17:05:29 GMT

@Reallyjammyjam : Can you give some examples of the 1st 6 digits of the numbers you called for which you were charged?

Re: Plan has 500 minutes but calls are being charged

Reallyjammyjam — Thu, 27 Nov 2025 17:13:36 GMT

Thanks...one is 07866, one is 07824

Re: Plan has 500 minutes but calls are being charged

bristolian — Thu, 27 Nov 2025 17:16:39 GMT

@Reallyjammyjam wrote:
Thanks...one is 07866, one is 07824

Those are standard UK mobile prefixes, and thus should be included in allowances.

You should contact EE-CS on 150 to query this, on the face of it is a billing error.

This assumes you're in the UK and not roaming. If you're abroad, which country are you in?

Re: Plan has 500 minutes but calls are being charged

Reallyjammyjam — Thu, 27 Nov 2025 17:19:06 GMT

Thank you! I tried to call EE through 150 but couldn't work out how to get through the automatic system to a person it juts kept going through options again and again. I also tried the number through the app and it came up not in use.

I'm in UK.

Do you have a tip on how to I speak to someone at EE?

Re: Plan has 500 minutes but calls are being charged

XRaySpeX — Thu, 27 Nov 2025 17:26:49 GMT

Try calling EE CS on the Freephone no. (Opt 2) in my sig.