14-05-2025 11:07 PM
I have received a message from the NHS but cannot respond as my spend cap is zero. The reply is free. I tried to contact EE using 150 but that was rejected due to my spend cap.
I set the spend cap as I was being charged for things I cannot control but if I can’t use 150 or reply to free messages then I don’t have a service.
14-05-2025 11:22 PM
Is this a text short-code by any chance? Or a text to a standard UK mobile number?
15-05-2025 09:13 AM
Hi @Spireman
Just as a follow up to what @bristolian has asked above, are you currently in the UK or abroad?
Calls to 150 wouldn't be impacted by the spend cap. What exactly happens when you trial to call 150 or reply to the NHS message?
Michael
15-05-2025 09:32 AM
I am in the uk. If I try to send a reply to a message it fails and I get the standard “ you have tried to do something that will take you over your spend cap” message. I then try to send a message to 150 which is not delivered and followed by the spend cap message.
15-05-2025 09:35 AM
Are you able to call 150 @Spireman?
Is the number you are trying to text a short code, like a 5 digit number, or a normal mobile number?
Michael
15-05-2025 10:41 AM
I haven’t tried calling 150 just tried messaging. The number I was replying to is a mobile number.
15-05-2025 10:50 AM
If it was a standard UK mobile number, and you are in the UK, this also shouldn't be impacted the spend cap.
It may be best to give our customer services guides a call so they can check over your account and see what could be causing this as there certainly shouldn't be any spend cap restriction from what you've mentioned.
Michael
15-05-2025 01:57 PM
15-05-2025 02:00 PM
How was it you reset the spend cap @Spireman? Was it by text or within the EE app?
If you want to make sure that it is back in place from today, it would need our customer service guides to put it back in place.
Michael