topic Re: Hy in Contracts & Billing

Hy

radu1986marian — Mon, 23 Jun 2025 10:04:51 GMT

Hi everyone,

I was wondering if anyone else has experienced issues with the spend cap on their account.

I’ve been with EE for a year now and currently have three Flex Pay contracts, all paid on time with no missed or late payments.

I recently tried to get a new Samsung phone, but was told that my spend cap doesn’t allow me to take another device at the moment.

Has anyone else dealt with this? Did your spend cap eventually increase, and if so, how long did it take?

Re: Hy

Chris_B — Mon, 23 Jun 2025 12:30:39 GMT

@radu1986marian The spend cap is for billing so you don’t get charged over the set amount each month. It’s got nothing to do with purchasing a device. Are you trying to purchase this as a 2nd line on your account or are you trying to purchase this as just a device ie with no contract.

Re: Hy

radu1986marian — Mon, 23 Jun 2025 12:33:41 GMT

Thank you for your message and for trying to help!

Just to clarify — I’m not trying to buy the phone outright. I want to take it on a new contract (as a second line) on my existing EE account.

I already have active lines with EE and I’ve always paid my bills on time. I was told in-store that my request was blocked because of my spend cap, which I find confusing, since I’m not exceeding any limit on my billing.

Re: Hy

XRaySpeX — Mon, 23 Jun 2025 13:49:34 GMT

That'll not be a spend cap which will operate on any extra expenditure on your monthly bill but more like your credit history or some proprietary notional limit that EE has calculated based on it.

Re: Hy

radu1986marian — Mon, 23 Jun 2025 14:15:21 GMT

Hello,

I have noticed that there seems to be a restriction or limitation on my account, possibly related to the previous address I was registered at. I have recently moved and provided my new address to your system.

I would like to understand if this situation is influenced by my credit history or any internal limits EE may apply, perhaps related to the fact that the previous address was shared with another person who had multiple devices on their account.

Could you please confirm how long it typically takes for an address update to be reflected in your system? Also, is there anything I can do to remove any restrictions associated with my account?

Thank you in advance for your support.

Re: Hy

XRaySpeX — Mon, 23 Jun 2025 14:22:21 GMT

Your credit history will include your previous addresses & cannot be changed. Your credit history is what it is regardless of what address you have registered to EE.

Re: Hy

radu1986marian — Mon, 23 Jun 2025 14:42:28 GMT

I understand, I don't want to delete anything from my history.. I am a paying customer who has never been late with payment.

Re: Hy

Lesley_W — Mon, 23 Jun 2025 17:35:30 GMT

Hi @radu1986marian

Welcome to our community.

We don't have access to your account here on the forum, so we can't see why this would be happening. I'd recommend speaking to our customer care team who can check this out and if needed, check with our credit team.

Lesley

Re: Hy

radu1986marian — Mon, 23 Jun 2025 17:40:40 GMT

Hi,

Thanks for your reply. I’ve already spoken to the EE customer care team, and they advised me to wait up to 4 working days while they look into the issue. Hopefully, it will be resolved soon.

Re: Hy

Lesley_W — Mon, 23 Jun 2025 17:43:15 GMT

Great to hear someone is investigating this @radu1986marian

Please keep us up to date if you can 🙂

Lesley

Re: Hy

radu1986marian — Mon, 23 Jun 2025 17:45:15 GMT

OK, good evening