topic Re: Re: Wrong handset showing in my account resulting in picture messages charges in Archived Posts

Re: Wrong handset showing in my account resulting in picture messages charges

Fab9 — Sun, 05 Sep 2021 07:34:50 GMT

Having the exact problem there is an issue according to the online chat I had last night there is nothing that they can do was the response I had

Re: Re: Wrong handset showing in my account resulting in picture messages charges

Fab9 — Sun, 05 Sep 2021 07:37:11 GMT

Well mine hasn't my allowances haven't reset

Re: Re: Wrong handset showing in my account resulting in picture messages charges

Chris_B — Sun, 05 Sep 2021 07:40:03 GMT

@Fab9 Then it’s not your cycle start date. Don’t assume it’s the same day every month of the 24 month term it does change.

What does your account say ?

Re: Re: Wrong handset showing in my account resulting in picture messages charges

Fab9 — Sun, 05 Sep 2021 07:41:54 GMT

Allowances refresh 23rd September it didn't refresh after August 23rd apparently it won't before then

Re: Re: Wrong handset showing in my account resulting in picture messages charges

Chris_B — Sun, 05 Sep 2021 07:47:21 GMT

@Fab9 Your allowance reset date isn’t 31 days between cycles it’s 30 days. If you have been billed then the cycle got reset to start again.

Re: Re: Wrong handset showing in my account resulting in picture messages charges

Leanne_T — Sun, 05 Sep 2021 09:27:42 GMT

Hi @Fab9

Thanks for posting.

Have you been charged for sending picture messages?

If the wrong phone is showing in your My EE app, this will update for you in due course if you continue to log into the My EE app on the EE network.

Our Mobile Care team have details of which phone you are using, and this won't affect any details within your app or your plan allowance.

Leanne.

Re: Re: Wrong handset showing in my account resulting in picture messages charges

Fab9 — Sun, 05 Sep 2021 10:46:44 GMT

No I haven't sent any pictures

Re: Re: Wrong handset showing in my account resulting in picture messages charges

Leanne_T — Sun, 05 Sep 2021 10:48:46 GMT

Thanks @Fab9

Do you have extra charges on your bill?

Can you provide some extra information on your query?

Thanks 🙂

Leanne.

Re: Re: Wrong handset showing in my account resulting in picture messages charges

Fab9 — Sun, 05 Sep 2021 10:53:51 GMT

No extra charges so far

Re: Re: Wrong handset showing in my account resulting in picture messages charges

Leanne_T — Sun, 05 Sep 2021 10:54:49 GMT

Thanks @Fab9

Can you let me know some further details on your query?

Leanne.

Re: Re: Wrong handset showing in my account resulting in picture messages charges

Fab9 — Sun, 05 Sep 2021 11:10:39 GMT

It's OK I've spoken to ee customer services who were very helpful they said it will alter in time

Re: Re: Wrong handset showing in my account resulting in picture messages charges

XRaySpeX — Sun, 05 Sep 2021 11:12:53 GMT

So this was nowt to do with picture messages.

Re: Re: Wrong handset showing in my account resulting in picture messages charges

Leanne_T — Sun, 05 Sep 2021 11:13:49 GMT

I see @Fab9

If you have the wrong phone showing as advised, this will update for you in due course if you continue to log into the My EE app on the EE network.

Our Mobile Care team have details of which phone you are using, and this won't affect any details within your app or your plan allowance.

Leanne.