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I keep getting used all data prompts but still have a balance

Ijmc
Contributor
Contributor

‎06-10-2023 05:55 PM

I keep getting an SMS that I have used all my data .. to start a new pack etc. But if I ask for a balance I have 2.6gb remaining. 

0 Helpful
8 REPLIES 8
XRaySpeX
Grand Master
Grand Master

‎06-10-2023 08:18 PM

What does texting AL to 150 from your no. fully report verbatim (it is free)?

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC => 2020: EE 40 Meg FTTC => 2022: EE 80 Meg FTTC (no landline number)
Ijmc
Contributor
Contributor

‎07-10-2023 05:57 PM

BAL? It shows I have data, text and time same it does my account so I don’t understand why I get the message. Perhaps it is due to starting a new pack early, and some part of the account has an old balance and another has a new balance?

0 Helpful
XRaySpeX
Grand Master
Grand Master

‎07-10-2023 08:58 PM

BAL, AL, BALANCE or ALLOWANCE! They're all the same!

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC => 2020: EE 40 Meg FTTC => 2022: EE 80 Meg FTTC (no landline number)
Leanne_T
EE Community Support Team
In response to Ijmc

‎08-10-2023 08:31 AM

Hi @Ijmc 

How often are you receiving the text? 

Is the data you have remaining from your pack, or free boosts? 

Leanne. 

Ijmc
Contributor
Contributor
In response to Leanne_T

‎08-10-2023 11:19 PM

It happened on two days last week four days apart 24/28th.. each time it was twice on the same day. It has not happened since Thursday 28th. Current BAL or AL is pack, free boosts and rollover. I am just curious why it says the following when my balance contradicts it > 

Hi from EE. You've used all your data for An extra 100MB UK data which renews on . To start a new pack early, either go to the EE app or text ALL PACKS to 150. Once you've bought a pack, text NOW to start it straight away. Alternatively, text ADD DATA to 150 to get an add-on until your next pack starts.

 

0 Helpful
Katie_B
EE Community Support Team
In response to Ijmc

‎09-10-2023 08:26 AM

Thanks for getting back to us @Ijmc. 

Does this happen every month?

Katie

Ijmc
Contributor
Contributor

‎11-10-2023 02:07 PM

It has only started happening over the last two months. Last message was on Monday 9th so far but they may still arrive.

0 Helpful
Leanne_T
EE Community Support Team
In response to Ijmc

‎11-10-2023 03:51 PM

Thanks @Ijmc 

If you get another message, please call us on 150 and the team will get this looked into for you 🙂

Leanne.