topic 150 text problem in Contracts & Billing

150 text problem

Spikeymaria — Wed, 04 Sep 2024 08:48:16 GMT

Rung up 150 at the beginning of last month as if u text ba for balance to 150 it comes back saying unavailable when I spoke to ee they said they r aware of the problem n it should b sorted in a week n to keep trying but it still isn’t sorted and it’s annoying now can anyone help to fix this problem ?

Re: 150 text problem

Rach_H — Wed, 04 Sep 2024 12:10:50 GMT

Hi @Spikeymaria,

We know how important it is for you to know what is happening on your account, so I can appreciate how frustrating this must be. If you give our team a call, then they will be able to give you an update on what is happening, and let you know your balance.

Rach

Re: 150 text problem

Patt1 — Sun, 06 Apr 2025 16:35:10 GMT

I had this issue for over 3 months now & also when I text BILL to 150, nothing comes back. Spoken to do many agents at 150 & they can't help but raise tickets to the top techies etc. One people even said they are discontinuing the service while others said no but that they are aware of this issue. Nothing is being done.

Re: 150 text problem

Leanne_T — Mon, 07 Apr 2025 07:08:01 GMT

Hi there @Patt1

Thanks for coming back to the community.

If this has been raised to the relevant team when you called, they will be investigating why you're not receiving texts from 150 and see what is needed to get this resolved for you.

Can you view your account information in your EE app or EE account online?

Leanne.

Re: 150 text problem

Patt1 — Mon, 07 Apr 2025 08:33:50 GMT

Thank fully yes but this text service would help if I didn’t have access to mobile data.

Re: 150 text problem

Leanne_T — Mon, 07 Apr 2025 10:45:04 GMT

Thanks for coming back to me @Patt1

I would suggest getting back in touch with our tech guides on 150, they will check the ticket and see if they have an update from the support team 🙂

Leanne.

Re: 150 text problem

Patt1 — Mon, 07 Apr 2025 13:34:37 GMT

Thanks but I am tired of chasing them up repeatedly.

Re: 150 text problem

Leanne_T — Tue, 08 Apr 2025 07:30:23 GMT

I understand @Patt1 and appreciate you have been in touch a few times.

The team are the best people to contact for an update to see when this will be sorted for you.

If you prefer you can raise a complaint using the Make a Complaint webform and the team will get back to you once the query has been looked into.

Leanne.

Re: 150 text problem

Patt1 — Sat, 12 Apr 2025 16:30:41 GMT

Rang 150 again for the umpteenth time & having to explain it all over again, they either pretend it's a new issue or if they are aware, they just note it down but it's never fixed. This is ridiculous now.

Re: 150 text problem

Christopher_G — Sun, 13 Apr 2025 07:33:22 GMT

Hi @Patt1

I'm sorry to hear that you're still having this problem. Are you able to see your allowances in your EE Online account or EE App? Hopefully, you can see the information there, whilst this is being looked into by the technical support team.

Chris

Re: 150 text problem

Patt1 — Sun, 13 Apr 2025 14:38:49 GMT

I can thanks but this text service would be handy should that I couldn't access my accounts online for any reason. It also have me quicker results.

Re: 150 text problem

Patt1 — Wed, 16 Apr 2025 12:50:50 GMT

Still happening & no one at EE seems to be able to sort it out.

Re: 150 text problem

Rach_H — Wed, 16 Apr 2025 16:19:23 GMT

Hi @Patt1,

Welcome back to the Community!

I'm sorry to hear you're still having trouble with this. What have the team advised when you've reached out to them about this? Do you know if they've raised a fault so this can be investigated?

Rach

Re: 150 text problem

Patt1 — Wed, 16 Apr 2025 16:25:23 GMT

I get different replies, some agents say they are not familiar with this while others say it is a known issue for some customers & just make a note of it, nothing seems to be getting sorted.

Re: 150 text problem

Rach_H — Wed, 16 Apr 2025 16:53:11 GMT

I'd recommend reaching back out and ensuring that a complaint is opened @Patt1, so that this can be managed by an individual agent, and ensuring a fault is raised, as we this isn't currently something our team are looking into.

If you're not happy with what an agent has advised then you are able to escalate this to a Team Leader.

Rach

Re: 150 text problem

bristolian — Wed, 16 Apr 2025 17:03:43 GMT

@Patt1 wrote:

Spoken to do many agents at 150 & they can't help but raise tickets

Let them raise tickets, and then ensure those tickets are followed up.

If you have any INC references, then periodically request updates on them.