Picture message charges out of plan

[Luke2521]

Having just received our first new bill, which is due for payment 15th October which include a charge for a picture message which is not included in our plan, we are unable to find a plan that will allow picture messaging charges? Regretfully, we switched our account 3 days ago, from   BT to EE for another two mobiles, landline, and Broadband. The new SIM cards arrived yesterday along with a new Hub. These all remain unopened in the packaging. Having unfortunately sent a `So called Picture Image` which was a letter from the hospital received via the NHS portal, it appears, this is classed as a picture and almost increased our monthly bill by 50% on the one Mobile already with EE switched previously! Lucky for us a further 6 letters from KGH were not sent, via this service! Hopefully, someone can help by pointing us in the right directions to avoid these charges other than not sending these so-called pictures. This NHS appointing system is ongoing? If we cannot avoid these charges, we will cancel our new contract as we still have 10 days in which to cancel and walk away from both BT and EE having been a BT customer for over 30 years! Tried ringing the help line on EE but got fed up of waiting as NO REPLY after waiting for 8 minutes. Angry New EE Broadband Customer.               

[XRaySpeX · Accepted solution]

@Luke2521 : Assuming your mobiles are on contract there is an add-on for 200 UK Picture Msgs (MMS) pm for £8.44 pm rolling. You can get it from your EE a/c Add-Ons section. See How to send a photo message and the cost :

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How do I buy a photo messaging add-on?

Pay monthly customers can buy an add-on to use photo messaging:

1. log in to EE in your web browser
2. go to Mobile add-ons
3. click on Add-ons available for use
4. press + next to Picture messages
5. click Get this add-on

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[Luke2521]

Thanks for the prompt reply and the solutions. We have only one mobile currently in contract which was regretfully switched in 2022 by BT. We have only just started our new contract for all of our other mobiles, landline and Broadband 3 days ago, fortunately we are still in the cancellation period. We will not now proceeding with the change, over but moving everything away from EE/BT to a new service provider having been with BT for over 30 years.Certainly disappointed with no response from EE help line but apparently this is normal for the EE Help line. Luke2521

[XRaySpeX]

BT would also have charged for MMS & so would most, if not all, other networks. It is standard mobile practice.

[Luke2521]

Having never previously received a charge on the other two mobiles with BT since we have had them, we do not understand why this one. But thanks for your kind assistance. Will be leaving EE/BT if this is our future as this will be ongoing with NHS appointments. Our daughter has the similar Contract and price with another service provider and has never paid on the NHS Portal service. Thanks for your response and your kind assistance. Luke2521

[bristolian]

If you have been charged for receiving a picture message, that's a billing error.

Just like text messages, it's a basic principle that receipt is FOC globally since - amongst other things - you have no means to control this. Sending, different question.

[truCido]

I think you've misunderstood what you've been charged for. You haven't been charged for receiving a picture or uploading one to a portal or anything like that. You must have sent a picture message in your messaging app to someone?