topic Re: Text received wrong information in Pay as you go

Text received wrong information

silvervixen — Fri, 31 May 2024 14:21:36 GMT

I don't know if anybody out there can help me.

I have just received a text stating "as you haven't made a chargeable call/text or used data for six months you will now lose any remaining credit and also be disconnected in the next 3 months" This is not true as I sent a text message on the 15th of this month. You will see from a comment I made earlier on the 13 May that I received a text warning me I would lose my credit and number. Now it seems it has gone further. I have tried to contact customer services without success on 150. All I am getting are numerous texts stating "from June 2023 3G plans will no longer be supported you can make calls and texts on 2G however you will need WiFi to access data .. etc etc. I decided a while ago to switch from a Smart phone to a flip TT fone which uses 2G. I am inclined to ignore the message but it is a bit disconcerting. Perhaps EE sales team are trying to get me to switch back to a Smart phone! Also, is there is a problem with the EE app because I tried to instal it and it won't open for some reason

Re: Text received wrong information

XRaySpeX — Fri, 31 May 2024 14:26:54 GMT

@silvervixen : Was the text you sent on 15th May a chargeable text? What no. (1st 7 digits) did you send it to?

Re: Text received wrong information

Leanne_T — Fri, 31 May 2024 14:53:25 GMT

Hi there @silvervixen

To get this text looked into please call us on 150 and the team can check why this has been received and make sure the account stays active.

The EE app should open for you, has this fully downloaded? What device are you using?

Leanne.

Re: Text received wrong information

silvervixen — Fri, 31 May 2024 17:58:24 GMT

Thank you for replying.. Actually I did mention that I tried calling 150 without success, (tried 3 times)all I get is a text saying From June 23 3g plans etc etc I can't actually speak to anybody. Re the app I am using a Samsung Galaxy Tab2 .

Re: Text received wrong information

silvervixen — Fri, 31 May 2024 18:07:42 GMT

Thanks for replying. The text I sent was a chargeable text, first 7 digits were 0779217

Re: Text received wrong information

silvervixen — Mon, 03 Jun 2024 15:29:14 GMT

Hi Leanne

Just an update for you. I found anEE customer services telephone number 08009566000 (after much searching on line). I didn't use my mobile phone in case I might have been disconnected in view of the text I received so I used my landlne phone. I phoned the number and spoke to a very nice lady in customer services and she was so helpful. I explained the problem to her. She couldn't understand why this text was sent to me in view of the fact I sent a text on the 15 May. After doing a security check on my account she could confirm this was correct and has put a note on my account to this effect and will be contacting the tech department about this erroneous text. Re opening the EE app. I decided to instal the app on my latest tablet and it worked I thought it would its a good thing I am tech savy! Kind regards.

Re: Text received wrong information

silvervixen — Mon, 03 Jun 2024 15:35:20 GMT

Just a quick note to say its been sorted. I managed to speak customer services and a note has been put on my account that this text shouldn't have been sent to me also she is going to contact the tech department about this. Regards

Re: Text received wrong information

Leanne_T — Mon, 03 Jun 2024 15:44:40 GMT

Thanks very much for coming back and letting us know @silvervixen

Hope you have a great week 🙂

Leanne.