topic Re: Messages telling me I have run out of data in Pay as you go

Messages telling me I have run out of data

Rustic17 — Sat, 13 May 2023 10:10:23 GMT

I'm getting frequent messages whilst I'm at work telling me I have run out of data. The messages ask me to buy an extra 100mb of data. I have had four of these in the past week. I rely on data to log in and out of my job, so that is a real problem. However when I checked my balance today I still have way over 300mb left of my data allowance. Please can this be sorted out, it is a distraction, inaccurate, and feels like a con attempting to get me to purchase unnecessary data packs.

Re: Messages telling me I have run out of data

Christopher_G — Sat, 13 May 2023 12:11:01 GMT

Hi @Rustic17

I'm not sure why this is happening. I would recommend either calling to speak to our Mobile Care team, or popping into your nearest EE store so that we can check your account.

Chris

Re: Messages telling me I have run out of data

Rustic17 — Sun, 14 May 2023 16:51:20 GMT

Thanks for the reply. Ok, I have tried calling mobile support. Apparently this will happen every time I use one of my 100mb boosts - I have four or five of these boosts, but there is no way of turning this off, the only thing I have been able to do is to block 150 on my phone, which seems crazy, as the message reminding me to top up at the end of my pack is actually quite useful, but there seems no other way around this which is a bit bizarre.

Re: Messages telling me I have run out of data

Leanne_T — Mon, 15 May 2023 07:02:41 GMT

Hi @Rustic17

Thanks for coming back to us.

It may be worth speaking to the team again to see if they can stop the messages on your account just for the data texts.

Leanne.

Re: Messages telling me I have run out of data

Rustic17 — Mon, 15 May 2023 10:15:40 GMT

Well that is what I asked when I called the team - I requested to stop the multiple inaccurate messages from 150 telling me that I had run out of data and needed to top up - but apparently it is not possible for EE to stop these - so I have no option but to block 150 - which seems a ridiculous solution - surely you have a more sophisticated system that doesn't require me to block my provider entirely.

Re: Messages telling me I have run out of data

Leanne_T — Mon, 15 May 2023 10:29:56 GMT

Hi @Rustic17

The team will go through all your options with you, I am sorry we have no access to accounts to look into this for you.

Leanne.

Re: Messages telling me I have run out of data

Rustic17 — Mon, 15 May 2023 11:13:01 GMT

Hi Leanne,

Just to clarify - I did call the team, they did look into it, the only option was for me to block EE 150 if I didn't want to keep receiving these inaccurate messages.

I say again, it just seems very strange that this is all that can be done. Surely there would be some way for EE to just stoping sending me misleading messages, but no that is clearly not possible any other way, which is odd.

Re: Messages telling me I have run out of data

Leanne_T — Mon, 15 May 2023 11:14:15 GMT

I understand and apologise this was not possible to stop the texts @Rustic17

Thanks for letting me know.

Leanne.