Text regarding data cap concern.

[Luke2521]

Hi I have just recieved a polite text regarding `Data Cap` for the current month. Now very worried about a daily charge as we are only half way through July. Our EE Plan has UK Calls unlimited. Text UK Unlimited.

Data Allowance Total 25.0 GB  which is Plan Allowance 10GB. Add on July-Aug 10GB Data Boost 5GB. Our usage shows on our July Bill 24.98 GB left of 25GB .

We are not big users of mobiles. The only change we have had is wired CCTV security cameras installed 30th June. not Wifi cameras. We do look at any activity activating the cameras. Is this affecting our data? If this is the case we will leave EE and change to another servicer provider where we have been offered increased data. Currenty BT/EE Full Fibre account?
Very Worried Customer

I 

[Leanne_T]

Hi there @Luke2521 

Thanks for coming to the community 🙂

Could you attach a screenshot of the message removing any personal details? 

Speak soon.

Leanne.

[Luke2521]

Hello Leanne. Totaly puzzled with what is happening at the moment with any of our equipment/ landline/Mobiles.

We have been unable to dial out on our landline with a fault since the 3rd June often for 3 or 4 days at at time. Informed it was outr equipment!  Went and spent £112 on new equipment, but the fault still the same. Because of this we are using all our mobiles to contact family and friends far more than normal, which i assume is the reason for our data usage? I do not understand as our bill for shows less than  0.5 Gb used and on checking our account with EE shows no data used? We were advised to now switch our linline and our other 2 mobiles to EE which are all with BT Full Fibre? At a complete loss and at our age do not want all of this aggravation. Luke 

[Leanne_T]

Hi there @Luke2521 

The Spend Cap text you have received is to let you know there is a cap to limit some of your mobile usage outside of your plan.

Our How Do I Set Up and Manage Spend Cap? Help page has information on what the spend cap is and what charges would be capped. 

If you would like an update on the landline issue you have reported, please give us a call and the team will be happy to help. 

Leanne.

[Luke2521]

Hello Leanne. Thank you for your response and assistance on the spend cap issue. Unable to find out is what on the mobile usage has now been restricted as we normally do not use chargeable numbers i.e. 084, 087, 09 or 118. The local EE shop could only tell us that things like entering competitions would be chargeable! Due to the fault on our landline and unable to make a call since the beginning of the month, as well as all our Wi-Fi issues, we are now seriously considering moving to a new service provider and after over 50 years as a BT customer. Yesterday told the Wi-Fi issue can be rectified by buying a Wi-Fi extender costing £100 which we are not prepared to pay having already wasted £109.99 on the previous fix that didn’t work. The problems with Wi-Fi started when the change was mad switching to Full Fibre with new digital switch and cabling inside our property was when the problem started.

We cannot continue with this situation any longer. Repeated loss of TV, Laptops and unable to print with Wi-Fi as the printer is upstairs in the hobby room, three of our five security cameras with no Wi-Fi signal.

Having already spent £109.99 on BT 4600 Cordless Telephone set, after being told it was our equipment that was at fault on the 3rd of June, when we would lose the service for 3 or 4 days at a time. Only to find we are still unable to make a call with the new phones.

Sadly, we have reached the decision walk away from BT/EE with our landline/broadband and three mobiles and move to a different service provider!

We do however appreciate your kind assistance. Luke

[James_B]

I'm sorry to hear you're thinking of leaving, @Luke2521 

Your spend cap would restrict the following:

• Out-of-allowance calls, texts, and picture messages to standard UK and EU numbers
• EU Roaming per day charge
• Out-of-allowance calls and messages abroad from the UK (IDD)
• Access charges for premium calls and texts for numbers starting 09, 118, 083, 084, 085, 087, 070.
• Call divert charges
• Calls via text relay
• Calls to 123
• Calls to bypass services 07744 and 07755
• Paging services
• Calls to 101 non-emergency numbers
• Calls to satellite phone numbers
• Aeroplane and maritime calls and messaging i.e. using your mobile on a cruise

If you'd like our Technical Support Team to take another look at your WiFi issues, don't hesitate to get in touch on 150.

James

[Luke2521 · Accepted solution]

Hello James,

Thank`s for your kind assistance regarding the issue we have with land line and Wi-Fi. Having had numerous telephone conversations, even over and hour today with various parts of BT/EE. The lady I have spoken to at BT could not have been more helpful and completely sympathised with us re the problem. As far as the Wi-Fi is concerned, we have spoken today regarding the fault and have been offered a new package but at a higher cost to include a Wi-Fi extender! Puzzled as why we need this extra Wi-Fi extender equipment when we have not added to anything in the property in fact two less security cameras and doorbell. The only change has been switching from our previous package to Full fibre plus new cabling in the property switching us too Digital. Since then, we have experienced Wi-Fi issues with our printer and security cameras. These were all here on the old system and working fine. Now no Wi-Fi security cameras, remote print upstairs plus pc dropout. There is only two people living at the property and not heavy uses of PC`s Mobiles or the internet. Not into gaming or anything like that. We are not prepared to spend more money getting us back to what we had previously. 

[James_B]

Did you get a new router when you changed package, @Luke2521?

James

[Luke2521]

Hello James. The new Smart Hub2 was installed last week for landline/full fibre 500 broadband. As of the beginning of last week we had no landline at all even with the new  Smart Hub2. No incoming or outgoing calls. Broadband speed still at its lowest and no connection to doorbell, printer etc. Now we are looking at buying a BT Wifi disc to rtry and sort the Wi-FI issue out without upgrading and paying a £12 increase on our monthly account, which we do not want. Prepared to buy a disc at £100 from BT/EE but do not see how I can order one? They are on Amazon but unsure if this a genuine BT product lots from 3rd party sellers? Any suggestion. Thanks Luke.