EE Android PAYG mobile phone stopped receiving SMS messages

[rickybicky47]

13th May 2025: My EE PAYG mobile suddenly stopped receiving SMS messages, so I phoned CS. The mobile can send texts and make/receive calls, but not receive texts. After some troubleshooting, CS said it was a known, technical issue which started on the 10th May 2025 and should be fixed in a couple of days.

Does anyone else have this problem? Surprised there's no reference to it on the Web.

[bristolian]

Does the phone receive a text message sent from itself, to itself?

The "known technical issue" sounds hard to believe. If it's genuine, they should have given a fault reference number on request.

[Northerner]

Hi @rickybicky47 

What device and are you using and which messaging app (WhatsApp, Google messages).

What PAYG pack are you using.

Thanks 

[rickybicky47]

Hi,

Just tried texting myself and got the usual response "Can't send a message." I've tried using a different mobile phone and went through a lot of hoops with CS to no avail. CS contacted level 2 support who said this was a known problem and they were working on it as a top priority, hopefully with a fix in a couple of days time.

Thanks for your input.

[rickybicky47]

Hi,

The SIM is in an older Alcatel phone but I've also tried using the SIM in a Samsung Galaxy M13 without success. I'm using the standard messaging app that came with the phone. There are no after-market apps on the phone; it's a vanilla setup.  I've had the same phone for over three years without problem. It's an EE PAYG SIM that I top up as and when. I can receive text messages from 150 (which is why I know I've got £40 credit on it) and messages sent directly from EE (e.g. customer support), but no one else.

EE support have said this is a known problem that started at the weekend and they are looking to fix in the next couple of days.

Thanks.

[rickybicky47]

16th May 2025 update: This is getting critical now. Despite everything else being fine, my EE mobile still can't receive SMS messages. This has been going on for a week now. I can't do any internet banking because of this issue and there doesn't appear to be any solution in sight. EE have said they know of the problem which is affecting a number of customers and are looking for a fix. But a week is a long time.

I'm beginning to think that they've given up on the situation and for some reason would prefer EE customers on certain plans to become so disaffected that in some kind of "cost-benefit analysis" they'll just leave EE and the company won't have to bother looking into the problem any further. I hope I'm wrong.

Should I get a lawyer involved for breach of contract?

[bristolian]

Have you requested an INC fault reference from EE-CS?

[rickybicky47]

EE has a fault number for this issue and my mobile number is on it along with other customers affected by the problem. It's been going on for a week now.

The hint I'm getting is that I should transfer my number to O2, Vodafone or Three so I can move on with my life and not worry about the SMS messages I'm missing. It's disheartening but a reflection of how we do business these days.

[bristolian]

Your conspiracy theory about a cost-benefit analysis dictating which fault tickets are attended to, is an interesting one.

Only you can decide whether to use a PAC to migrate your number - but be sure to test out any prospective new network before moving, check that coverage matches your requirements. I'd be amazed if that fault tickets wasn't a high priority one.

[Sarah127127]

I also have this problem.  I phoned ee. Was told it was known problem by Level 2 Customer Support & they are looking in to it.  I wish they would hurry up.  I don't even receive text messages from ee