topic Re: Opting out of marketing texts in Pay as you go

Opting out of marketing texts

AndyKay1 — Wed, 27 Nov 2024 11:41:27 GMT

I keep getting text messages informing me that I need an add-on pack if I want to use data on my phone.

I don't want to use data on my phone so I texted STOP to 1234.

I received a text saying this number was no longer in operation and to use 2040.

I texted STOP to 2040.

I still get test messages informing me that I need an add-on pack if I want to use data on my phone.

I texted STOP to 2040.

I received a text saying this number was no longer in operation and to use 1234.

EE have been directing me between these two numbers for months now.

What do I have to do to opt out of marketing texts?

Re: Opting out of marketing texts

Linzi_H — Wed, 27 Nov 2024 13:43:02 GMT

Hi @AndyKay1

I'm disappointed to hear you haven't been able to update your preferences by text message yet. If you call the team directly they'll be able to make those changes for you manually.

Linzi

Re: Opting out of marketing texts

AndyKay1 — Wed, 27 Nov 2024 14:32:44 GMT

Thanks Linzi.

I made the call and was informed that these aren't marketing texts and can't be stopped, and I just have to tolerate them.

Not what I was hoping for.

Andy.

Re: Opting out of marketing texts

Linzi_H — Wed, 27 Nov 2024 14:42:46 GMT

Thanks so much for letting me know @AndyKay1

Did the team offer an explanation as to why you're getting them?

Is your handset possibly trying to connect to data and then that prompts the text?

Linzi

Re: Opting out of marketing texts

AndyKay1 — Wed, 27 Nov 2024 14:59:46 GMT

He said that these were not marketing texts but rather a consequence of the fact that my account is PAYG. The phone is only used to authenticate access (via wifi) to my bank's website on my PC, and I have a different phone for all my other needs. It's disappointing that EE don't have the technology to decist.

Re: Opting out of marketing texts

Linzi_H — Wed, 27 Nov 2024 15:07:15 GMT

Thanks for your feedback about this @AndyKay1, I will pass your comments to the relevant team.

I thought if the text is being prompted by your device trying to connect to mobile data, you could try switching this off in your device settings. This could be worth a try if your device has this setup in place.

Linzi

Re: Opting out of marketing texts

AndyKay1 — Wed, 27 Nov 2024 15:20:12 GMT

Thanks for the follow-up Linzi.

I can't find anything in my device settings that would seem to do the job (Apple iPhone SE), but I will investigate this possibility further with the iPhone community.

Re: Opting out of marketing texts

Linzi_H — Wed, 27 Nov 2024 16:09:45 GMT

It should allow you to do this with an iPhone @AndyKay1

Head to Settings> Mobile Service> Mobile Data> and toggle OFF. This will stop your device from being able to connect with mobile data, and hopefully, stop those texts from coming through.

Can you find that as an option in the settings?

Linzi

Re: Opting out of marketing texts

AndyKay1 — Wed, 27 Nov 2024 16:20:41 GMT

Yes you're right Linzi. However I discovered that Mobile Data is already set to OFF.

Thanks for all your effort in helping me to sort this.

Andy.

Re: Opting out of marketing texts

Linzi_H — Wed, 27 Nov 2024 17:12:13 GMT

No worries at all @AndyKay1 😊

I've seen on another thread within the community a couple more things we could try here.

You should also be able to switch off mobile data through the EE app. Do you have an online account set up for the number?

If you do, head to your profile in the top right corner, then head to Settings & Permissions, then toggle mobile data off here as well.

One more thing to consider trying also, I know the STOP messages didn't work to the shortcode numbers as you mentioned above, but have you tried replying "STOP" to the actual buy data prompt rather than sending it to a separate number?

Linzi

Re: Opting out of marketing texts

XRaySpeX — Wed, 27 Nov 2024 17:21:44 GMT

@Linzi_H : On PAYG you can't toggle mobile data under Settings & Permissions.

Re: Opting out of marketing texts

Linzi_H — Wed, 27 Nov 2024 17:27:38 GMT

Thanks for the heads up there @XRaySpeX

@AndyKay1 The toggle off online doesn't seem to be an option, but try replying STOP to the text prompt and let me know what happens.

Linzi 😊

Re: Opting out of marketing texts

AndyKay1 — Wed, 27 Nov 2024 22:45:39 GMT

I couldn't find a "settings and permissions" in my profile. This may be because I don't have the app on my phone and I'm using the PC web page, but I noticed a later message from XRaySpeX to say it was not possible anyway.

As I recall when I first received the message I replied directly with a STOP text, and was redirected to 2040. I'll try that again when the problem reappears.

Thanks.

Re: Opting out of marketing texts

Linzi_H — Thu, 28 Nov 2024 08:45:11 GMT

Thanks so much @AndyKay1

Let us know how it goes!

Linzi 😊

Re: Opting out of marketing texts

AndyKay1 — Wed, 04 Dec 2024 09:50:30 GMT

Hi Linzi.

Just to tie up loose ends, I received the text again today saying "To use data on your phone you'll need an add-on or pack. Click here to buy [...]"

I replied immediately with "STOP"

I received the following reply: "You've text the wrong number. Text STOP to 1234 to opt out from Marketing."

Looks like I have to just put up with these intrusions.

Thanks for your help.

Andy.

Re: Opting out of marketing texts

Getstuffed — Fri, 24 Apr 2026 12:09:50 GMT

I have been asking EE to stop sending text and email marketing messages since December 2025. I've responded STOP to 60172 but the messages still keep coming. Getting fed up receiving the marketing messages when I never agreed to receive them. I have tried calling to request the messages stop but still no change!

Re: Opting out of marketing texts

Leanne_T — Fri, 24 Apr 2026 14:53:49 GMT

Hi there @Getstuffed

Thanks for posting on the community.

I'm sorry the messages have not been stopped, we would like to get this looked into. To do this, please get back in touch with our customer service guides and they can check your account settings to make sure the marketing texts are stopped.

Leanne.