No data used, but none available

[BadgerH]

My mums phone hasn't been receiving FaceTime.

I checked the data usage on-line and it shows that none has been used.

*BUT* there's also a message to say "5.0GB left of 5.0 GB - Using stay connected data" and messages indicating that it's using 'free' but low bandwidth connectivity and that it can't gift any data.

So, I'm assuming that EE is blocking my mums phone because part of it thinks that she has no data available whilst the other bit notices that she's not used any!

How can I raise this with EE?

[Matt_124]

You would need to call Customer Services on 150 from your mum's phone, with her present for verification if the account is under her name.

They will be able to investigate the situation with the data allowances.

[BadgerH]

Unfortunately, I'm 100 miles away from my mum. She's 95 and unlikely to call  CS and understand what they're saying! The account is in my name, so maybe we can achieve something without phone access?

[Matt_124]

Understood.

As the account holder you will be able to call about the issue, however if there's any troubleshooting required on the device-side that will obviously be difficult.

If your mobile is on the same account, you can call from 150. If not, you can call on 0800 956 6000.

You will be asked some security questions in the absence of being able to send a PIN to a number on the account.

[BadgerH]

I called customer services. they couldn't see any issues online and suggested rebooting the phone.

They also couldn't see what I see online which is:

There doesn't seem to be a way of emailing or chatbotting CS so that they can see the message that I'm seeing?

[Lesley_W]

Thanks for the update @BadgerH 

Have you tried a speed test on your Mum's phone to see if she is actually only getting the stay connected speeds?

Lesley