topic Re: Unable to access data in Contracts & Billing

Unable to access data

JenKelly — Tue, 15 Oct 2024 09:20:56 GMT

Hello

I am unable to access my data anywhere outside wifi. I am up to date with bill payments but when I ring 150 it asks for a part payment of over £500. I have no idea what this is and is obviously concerning.

Could anyone advise? I gather I still have a generous amount of data left too.

Kind regards

Re: Unable to access data

Ritu_D — Tue, 15 Oct 2024 10:02:10 GMT

Hi @JenKelly

Thanks for getting in touch with us.

Could I just double check are you able to make calls and texts okay?

Also would you be able to access your My EE account via the app or online to check if there are any upcoming charges on there.

Thanks

Ritu

Re: Unable to access data

JenKelly — Tue, 15 Oct 2024 10:05:23 GMT

I gather there are no updates and I am up to date with payments. I cannot call or text at all. Only whatsapp within wifi range.

Also I am unsure what the £500 part payment is?

Re: Unable to access data

Ritu_D — Tue, 15 Oct 2024 10:13:43 GMT

Thanks for getting back to me so quickly @JenKelly

I'd love to see if we can get everything back up and working for you.

What phone are you using?

Thanks

Ritu

Re: Unable to access data

JenKelly — Tue, 15 Oct 2024 10:14:23 GMT

I am sorry I don't know the model other than Sony.

Re: Unable to access data

Ritu_D — Tue, 15 Oct 2024 10:21:46 GMT

Thanks for that @JenKelly

Would you be able to check if your mobile data is switched on please? To do this you can try swiping your screen down from the top of your screen and tap mobile data on.

If that is not there you may need to go to settings > connections > data usage > mobile data.

Once you have done this please turn your Wi-Fi off and attempt to make a call or send a text to see if that has helped fix the issue.

Thanks

Ritu.

Re: Unable to access data

JenKelly — Tue, 15 Oct 2024 10:29:25 GMT

I will try at midday on my lunch. Could you tell me what the £500+ is?

Re: Unable to access data

Ritu_D — Tue, 15 Oct 2024 10:32:04 GMT

We don't have access to accounts here in the community @JenKelly.

Once we fix your calling issue I would recommend contacting 150 to discuss it further.

If there was any charges or pending payments it would show in your My EE account.

Thanks

Ritu

Re: Unable to access data

JenKelly — Tue, 15 Oct 2024 11:46:17 GMT

I tried as you suggested. I made a call and we said I had reached my credit limit. I didn't know I had one? I only paid my bill two weeks ago.

Re: Unable to access data

Ritu_D — Tue, 15 Oct 2024 11:57:05 GMT

Hi @JenKelly

Thanks for trying that for me.

Something definitely doesn't sound right, would you be able to give our customer services team a call on 08009566000 and they will be able to take a look at all of this for you.

Thanks

Ritu

Re: Unable to access data

JenKelly — Tue, 15 Oct 2024 12:00:59 GMT

I will do but not sure how to as cannot make calls.

Re: Unable to access data

Ritu_D — Tue, 15 Oct 2024 12:02:29 GMT

Can you call from an alternative phone @JenKelly?

Re: Unable to access data

JenKelly — Tue, 15 Oct 2024 12:09:12 GMT

I'll try to call from work.

Many thanks for your advice today

Re: Unable to access data

Ritu_D — Tue, 15 Oct 2024 12:20:49 GMT

You're very welcome @JenKelly.

Have a fantastic day.

Ritu