EE PAYG charges could do with some urgent help

[myotis]

I could do with some assistance.

My wife has an EE payg contract. it was originally an Orange contract.

I can't work out how text messages are charged both receiving and sending

The way she adds credits is by phoning EE and adding, I think she adds £50 at a time, and this does her a couple of years. She rarely uses the phone, but only has about £5

However, due to circumstances which are too complicated to explain, she can't currently add credit, and we have a need to text each other (she is unexpectantly in hospital).

I cannot work out from the EE literature how much the texts cost. (and how many texts we have before running out of money)

The PAYG bundles which she doesn't have, say that texts are free to send and receive. But that by buying credit addons the costs are less than the bundle

The EE PAYG price list (2024) says texts are 19p

And some of the EE literature suggest receiving texts is free and other bits suggest they charge for both sending and receiving.

To add to the confusion she checked her balance before and after sending a text, and the text cost her 40p.

So we have decided I can send her texts, but she should only send me a text when it's important,

But I am now concerned that me sending her texts is eating into her credit. I could ask her to try and work it out by checking her credit after receiving a text, but I would rather not ask her to do this at the moment.

Can anyone shed any light on whether receiving texts is being charged for.

Hopefully she should be home tomorrow after an operation today. But she might not be, and as I can't be with her, I would like to feel we can keep in contact, without her credit suddenly running out.

Many thanks,
Graham

 

[chrism8]

EE's customer services are very helpful, give them a call, if you've a EE phone contract, just dial 150 from the phone and follow the instructions

 

[myotis]

EE's customer services are very helpful, give them a call, if you've a EE phone contract, just dial 150 from the phone and follow the instructions

Thanks, but I'm not on EE, and I did think of trying to contact them,

My wife's experience with EE customer services hasn't been great as it has largely comprised of them telling her she isn't using her phone enough and has to change to a PAYG bundle at £10 a month.

I was trying to avoid getting into a complicated conversation with them. It might well be fine, but it's something I would rather avoid, if I can.

 

[myotis]

EE's customer services are very helpful, give them a call, if you've a EE phone contract, just dial 150 from the phone and follow the instructions

I have now phoned our local EE shop - couldn't find a number of EE.

They said they didn't know ! After my astonishment at this and asking who would know, the person who answered the phone shouted across the shop to ask if anyone could help, and I could hear someone say they thought it was about 20p.

They did however seem confident that she shouldn't be charged for receiving texts. Which was the important bit, if it's right.

 

[Craikeybaby]

You wouldn't get charged for receiving text - a 40p text could be because it went above the 160 characters. For a while phones have just rolled them into longer messages.

 

[myotis]

You wouldn't get charged for receiving text - a 40p text could be because it went above the 160 characters. For a while phones have just rolled them into longer messages.

Thanks, I didn't. realise there was a 160 character limit, that would explain the 40p.

 

[lindsay]

I would strongly recommend switching away from EE PAYG after this salutary experience. I can recommend GiffGaff who use the O2 network and their lowest bundle price is £6/month for unlimited texts and calls to other mobiles and 2Gb data. There may be other even cheaper options (maybe Lebara I've heard of).

 

[Box Brownie]

@myotis

I found this when looking at the EE site for PAYG

"Standard SIM
When all you need is a no-frills, standard rate SIM. Calls cost 40p, texts 20p. No data included, but data passes available to buy"

That Standard SIM was at the bottom of the list after various "subscription packages"

AFAIK the costs shown are for outgoing usage not receiving.

FWIW we have EE rolling monthly contracts ~ 5GB with unlimited calls & texts and pay now £6.47 after the March price increase. It started at £6 but that was a special 'match' price as Plusnet ceased mobile phones. I looked and it seems the standard price for what we have is £9.12 per month.

HTH

 

[myotis]

I would strongly recommend switching away from EE PAYG after this salutary experience. I can recommend GiffGaff who use the O2 network and their lowest bundle price is £6/month for unlimited texts and calls to other mobiles and 2Gb data. There may be other even cheaper options (maybe Lebara I've heard of).

Thanks, but....

Maybe this experience is what was needed, as I have tried to persuade her for years to make a change. Her logic is simple. it costs her about £25 a year for her PAYG phone, so even £6.00/month sounds like a lot of more money to get a service she isn't going to make use of.

She switches it on every day or so to check for calls/texts and (until this week) she probably makes a phone call/sends a text once or twice a month.

But, as I say, maybe this week wil. bring about a change of mind.

 

[myotis]

@myotis

I found this when looking at the EE site for PAYG

"Standard SIM
When all you need is a no-frills, standard rate SIM. Calls cost 40p, texts 20p. No data included, but data passes available to buy"

That Standard SIM was at the bottom of the list after various "subscription packages"

AFAIK the costs shown are for outgoing usage not receiving.

FWIW we have EE rolling monthly contracts ~ 5GB with unlimited calls & texts and pay now £6.47 after the March price increase. It started at £6 but that was a special 'match' price as Plusnet ceased mobile phones. I looked and it seems the standard price for what we have is £9.12 per month.

HTH

Thanks, that agrees with the price list I found (but not some other info) and the rather lacking in confidence answer I got from the EE shop.

And yes, about £9-£10 a month was what EE were pushing my wife to change to.

 

[srichards]

Asda do an unlimited talk and text plan for £4 a month. That's the cheapest I can see that isn't a strange provider. If it's a one month rolling contract then if you can just switch it to buying credit or even post pay then it might be the most sensible one to have now.

Unlimited Calls & Texts SIM for £4 (No Data) - Asda Mobile

Grab unlimited calls and texts for just £4. Our no data Talk & Text SIM plan is perfect for those who love a natter! No commitments, no problem. Get started with Asda Mobile today

mobile.asda.com

 

[Box Brownie]

In regard to topping up a PAYG phone....

How to top up a pay as you go mobile | Mobile Help | EE

Find out how to pay for packs and add-ons including setting up card payments or topping up your credit online, in the app, by text, phone or in a shop.

ee.co.uk

You can use an e-voucher that can be bought at EE shops and other places...

"Top up using an E-voucher or E top-up card​

An E-voucher is a card or receipt printed with a unique 16-digit voucher number and is valid for EE accounts for 6 months. You can purchase them from EE stores. E top-up cards have 13-digit numbers. You can buy E-voucher cards from more than 100,000 shops around the UK or anywhere you see the green top-up logo.

Find your nearest E-voucher store:​

• Payzone store
• PayPoint store
• Epay store

To top up with an E-voucher:​

Text 150 with VO,  then a space and then the 16-digit voucher number, for example, VO 1234567891234567."


In the past when I had a PAYG I bought vouchers in both PayPoint at corner type stores as well the likes of Tesco and Sainsbury's but IMO you just need to confirm by asking if they sell the EE vouchers.

All the best hope she GWS

 

[redhed17]

Up until few years ago I had been on a PAYG contract, as I was hardly using the phone, but Virgin decided they were stopping PAYG. Luckily at that point the were cheap monthly contracts, around the £5 I was paying monthly, giving unlimited calls and texts, and 5Gb of data. It takes the stress away of having to monitor your usage. I went with Lebara, and very happy with the price, I had a problem where my voice would drop out to the recipient occasionally, and Lebara's only help was reset the phone, which did not help.

I have now moved to Smarty, and so far great, unlimited calls and texts, and 60Gb of data (should be 40Gb, but they had an offer on ) of data for £10. Apparently they run on the 3 network. I could have got a cheaper deal with less data, but was expecting to use a lot going forward.

After having my mother have health issues recently, I am glad I was no longer on a PAYG contract anymore, and having to monitor my usage just in case I ran out of credit. There have been, and continue to be, many calls to people about her health. That would have been an extra stress I did not need. My brother has been on Giffgaff for years with no problems.

The change over to both Lebara and Smarty has been very quick.

 

[myotis]

Asda do an unlimited talk and text plan for £4 a month. That's the cheapest I can see that isn't a strange provider. If it's a one month rolling contract then if you can just switch it to buying credit or even post pay then it might be the most sensible one to have now.

Unlimited Calls & Texts SIM for £4 (No Data) - Asda Mobile

Grab unlimited calls and texts for just £4. Our no data Talk & Text SIM plan is perfect for those who love a natter! No commitments, no problem. Get started with Asda Mobile today

mobile.asda.com

Thanks, I will save these posts up for when Moira gets back from hospital, and recovered.

 

[Box Brownie]

Thanks, that agrees with the price list I found (but not some other info) and the rather lacking in confidence answer I got from the EE shop.

And yes, about £9-£10 a month was what EE were pushing my wife to change to.

As you currently use their PAYG service....once she is home and ready....... perhaps phone 150 and ask about a rolling monthly contract at a " deal for you" sort of price.

I think where possible they prefer to retain than find a new customer. It might you to look at (as suggested by others too) other providers prices for monthly rolling contracts and that might be leverage when asking EE for a deal

 

[myotis]

In regard to topping up a PAYG phone....

How to top up a pay as you go mobile | Mobile Help | EE

Find out how to pay for packs and add-ons including setting up card payments or topping up your credit online, in the app, by text, phone or in a shop.

ee.co.uk

You can use an e-voucher that can be bought at EE shops and other places...

"Top up using an E-voucher or E top-up card​

An E-voucher is a card or receipt printed with a unique 16-digit voucher number and is valid for EE accounts for 6 months. You can purchase them from EE stores. E top-up cards have 13-digit numbers. You can buy E-voucher cards from more than 100,000 shops around the UK or anywhere you see the green top-up logo.

Find your nearest E-voucher store:​

• Payzone store
• PayPoint store
• Epay store

To top up with an E-voucher:​

Text 150 with VO,  then a space and then the 16-digit voucher number, for example, VO 1234567891234567."


In the past when I had a PAYG I bought vouchers in both PayPoint at corner type stores as well the likes of Tesco and Sainsbury's but IMO you just need to confirm by asking if they sell the EE vouchers.

All the best hope she GWS

Thanks, I did think you could do something like that, as I had seen them on sale in shops, but didn't know how they worked. If for some reason she doesn't get out of hospital tomorrow, I will look at buying one for her.

 

[myotis]

Up until few years ago I had been on a PAYG contract, as I was hardly using the phone, but Virgin decided they were stopping PAYG. Luckily at that point the were cheap monthly contracts, around the £5 I was paying monthly, giving unlimited calls and texts, and 5Gb of data. It takes the stress away of having to monitor your usage. I went with Lebara, and very happy with the price, I had a problem where my voice would drop out to the recipient occasionally, and Lebara's only help was reset the phone, which did not help.

I have now moved to Smarty, and so far great, unlimited calls and texts, and 60Gb of data (should be 40Gb, but they had an offer on ) of data for £10. Apparently they run on the 3 network. I could have got a cheaper deal with less data, but was expecting to use a lot going forward.

After having my mother have health issues recently, I am glad I was no longer on a PAYG contract anymore, and having to monitor my usage just in case I ran out of credit. There have been, and continue to be, many calls to people about her health. That would have been an extra stress I did not need. My brother has been on Giffgaff for years with no problems.

The change over to both Lebara and Smarty has been very quick.

Thanks, until this week, it's never been an issue, and as I said she may well now rethink her phone position.

 

[Box Brownie]

Thanks, I did think you could do something like that, as I had seen them on sale in shops, but didn't know how they worked. If for some reason she doesn't get out of hospital tomorrow, I will look at buying one for her.

FWIW (forgetting myself) I have a dual SIM phone and my backup SIM is with PAYG on 3 and I top-up as needed (about every 6 - 9 months or more) with the minimum of £10. NB I very rarely use it but do receive calls & texts to it. The usage costs are horrendous... ...but in the absence of an EE signal it has helped when needed

 

[myotis]

As you currently use their PAYG service....once she is home and ready....... perhaps phone 150 and ask about a rolling monthly contract at a " deal for you" sort of price.

I think where possible they prefer to retain than find a new customer. It might you to look at (as suggested by others too) other providers prices for monthly rolling contracts and that might be leverage when asking EE for a deal

So far, on the occasions when EE have tried to persuade her to switch to a rolling contract/PAYG package they haven't offered any financial incentive.

 

[myotis]

FWIW (forgetting myself) I have a dual SIM phone and my backup SIM is with PAYG on 3 and I top-up as needed (about every 6 - 9 months or more) with the minimum of £10. NB I very rarely use it but do receive calls & texts to it. The usage costs are horrendous... ...but in the absence of an EE signal it has helped when needed

I'm on 3, and it's proved useful in the past having Moira on EE, as there have been several occasions when only one of us could get a signal.

 

[Box Brownie]

So far, on the occasions when EE have tried to persuade her to switch to a rolling contract/PAYG package they haven't offered any financial incentive.

C'est la vie and a pity should they repeat that , if you were be asking them rather than them pushing you???

 

[dcash29]

You'd be far better changing to a Smarty £5 5gb unlimited calls. Takes away all the worry. https://smarty.co.uk/plans/5gb-data...Iqa3AjU2biP9ysUi5NxoCH9wQAvD_BwE&gclsrc=aw.ds

 

[myotis]

C'est la vie and a pity should they repeat that , if you were be asking them rather than them pushing you???

I will certainly be revisiting it

 

[myotis]

You'd be far better changing to a Smarty £5 5gb unlimited calls. Takes away all the worry. https://smarty.co.uk/plans/5gb-data...Iqa3AjU2biP9ysUi5NxoCH9wQAvD_BwE&gclsrc=aw.ds

I agree, and I will put the various options to Moira again, when she returns from hospital and recovered.

 

[Eucris]

Lets put some perspective on this. I have been on EE PAYG for many many years and I use my phone even less than the OP’s wife does. A £10 top up lasts me about 3 years, and never have EE tried to push me onto a monthly package. Any issues I have had have been resolved very satisfactorily with a quick phone call to EE customer services.

 

[myotis]

Lets put some perspective on this. I have been on EE PAYG for many many years and I use my phone even less than the OP’s wife does. A £10 top up lasts me about 3 years, and never have EE tried to push me onto a monthly package. Any issues I have had have been resolved very satisfactorily with a quick phone call to EE customer services.

Interesting, but good to hear from people with a different experience, and that there are people who use their phone even less than my wife.

Out of interest do you also get the intermittent text (might be an email) saying you will lose your number if you don't use your phone more.

Even now that she makes sure she uses her phone at least once a month (whether she needs to or not) she still gets this warning from EE every so often.

 

[Box Brownie]

AFAIK in the past (and possibly still now?) PAYG terms for many providers said that you need to use the phone (could be as simple as a text) at least once every 90 days........if not done the PAYG service would cease with your loss of both the number and any remaining credit.

The only exception back then was the '3' service had no such expiry and AFAIK that aspect has not changed (for my PAYG). Whether are different types of PAYG terms depending on when taken out I have no idea......but I surmise it could be possible? This non-expiring credit is one reason I have kept that SIM

 

[myotis]

AFAIK in the past (and possibly still now?) PAYG terms for many providers said that you need to use the phone (could be as simple as a text) at least once every 90 days........if not done the PAYG service would cease with your loss of both the number and any remaining credit.

The only exception back then was the '3' service had no such expiry and AFAIK that aspect has not changed (for my PAYG). Whether are different types of PAYG terms depending on when taken out I have no idea......but I surmise it could be possible? This non-expiring credit is one reason I have kept that SIM

That sounds fair enough, but for whatever reason, she is still getting the same warning, even now she is using it at least once a month.

It's all a bit bizarre, because on one occasion they said to continue with the same number she would need to change her SIM card. She got a new card sent, but EE didn't phone on the allocated date and time to help her set up the new SIM. She took the SIM into the local EE shop, but they said she couldn't help.

That must be over a year ago now, and she still has. her number, but still getting the warnings about needing to use her phone.

The whole thing started a few years ago when she topped up her credit, afterwards EE support contacted her about the need to change her phone and type of account to keep her number, then eventually said she could get away with just a new sim, sent the SIM but never followed it up. The SIM is still in its packaging,and she still has her number.

The underlying confusion around it all, is one of the reasons I've been encouraging to change both her phone (which is very old) and go for low cost contact/PAYG package, but she doesn't want to do either.

 

[Eucris]

Interesting, but good to hear from people with a different experience, and that there are people who use their phone even less than my wife.

Out of interest do you also get the intermittent text (might be an email) saying you will lose your number if you don't use your phone more.

Even now that she makes sure she uses her phone at least once a month (whether she needs to or not) she still gets this warning from EE every so often.

If you don’t use your phone for 3 months EE will send you a warning text message to say that if you don’t make a chargeable connection they will cut you off. However the line has to be un-used for 180 days before they can cut you off.

From their T&C’s: 6.3 You must make a Connection Action at least once every 180 days. If You do not, Your SIM Card will be disconnected from the Network and You will not be able to use the Services. You will lose Your mobile phone number and any Credit on Your Account at the time of such disconnection will be forfeited.

 

[stickytape]

Defeinilty work on convincing your good lady; The stress and drama of when things go wrong is just not worth it. While I can appreciate paying nothing for years or 10 a year or so makes the new deals seem like a shock - there are ones around that are literally next to nothing - thinking of it another way, maybe costing you one or two days of your electricity cost per month (approx 8 a month).

I sort my family out with deals (grandparents and sibling) - recently got a deal for one of my sisters with Lebara for 1.50 per month, 1 month contract for unlimited calling and messaging and even 35gb of internet. Price raises in February of next year. But still, you can just switch which is easy and seamless. Tbh, I've probably got a spare sim I pay for monthly that will do you for making calls, so if cost is an issue just drop me a message and I can happily send it on to you if you good lady prefers.

 

[myotis]

If you don’t use your phone for 3 months EE will send you a warning text message to say that if you don’t make a chargeable connection they will cut you off. However the line has to be un-used for 180 days before they can cut you off.

From their T&C’s: 6.3 You must make a Connection Action at least once every 180 days. If You do not, Your SIM Card will be disconnected from the Network and You will not be able to use the Services. You will lose Your mobile phone number and any Credit on Your Account at the time of such disconnection will be forfeited.

Useful to know, but as I said she is deliberately using it at least once a month. I can't guarantee that she is doing this, but I am aware of her regularly mentioning that she has made her monthly text to my sister "to keep her number".

 

[Eucris]

Useful to know, but as I said she is deliberately using it at least once a month. I can't guarantee that she is doing this, but I am aware of her regularly mentioning that she has made her monthly text to my sister "to keep her number".

Well I would have thought that the simple solution would be for her to talk to EE Customer Services.

 

[myotis]

Defeinilty work on convincing your good lady; The stress and drama of when things go wrong is just not worth it. While I can appreciate paying nothing for years or 10 a year or so makes the new deals seem like a shock - there are ones around that are literally next to nothing - thinking of it another way, maybe costing you one or two days of your electricity cost per month (approx 8 a month).

I sort my family out with deals (grandparents and sibling) - recently got a deal for one of my sisters with Lebara for 1.50 per month, 1 month contract for unlimited calling and messaging and even 35gb of internet. Price raises in February of next year. But still, you can just switch which is easy and seamless. Tbh, I've probably got a spare sim I pay for monthly that will do you for making calls, so if cost is an issue just drop me a message and I can happily send it on to you if you good lady prefers.

I agree,

She/we could easily afford the money, As I said earlier, I think it's more about paying for things she doesn't need or want.

 

[myotis]

Well I would have thought that the simple solution would be for her to talk to EE Customer Services.

I agree, but as I said earlier, her dealings with EE support hasn't been that encouraging, but as nothing seems to actually happen ie number keeps working/phone keeps working, in spite of EE's warning, she is just putting up with it.

I'm hoping that after the issues of this week, that will be the incentive to sort something out.

 

[Harlequin565]

Thanks, but....

Maybe this experience is what was needed, as I have tried to persuade her for years to make a change. Her logic is simple. it costs her about £25 a year for her PAYG phone, so even £6.00/month sounds like a lot of more money to get a service she isn't going to make use of.

She switches it on every day or so to check for calls/texts and (until this week) she probably makes a phone call/sends a text once or twice a month.

But, as I say, maybe this week wil. bring about a change of mind.

Yep.

My father in law (92) wanted a mobile for when his landline packs up (which caused by the panic button system) and for when he's out and about (he never goes out). Pay & Go was cheaper, but way too much hassle to remember to top up, so in the end I went pay monthly just for the peace of mind. It's really difficult to put a price on something like that because it sits there costing money without being used until you really need it -at which point it becomes invaluable. I look at it the same as insurance.

My vote goes to Tesco (also on O2 network) because their customer care is great, and we have a Tesco mobile shop thing in the superstore about 10 minutes drive away. After the experience of being on hold for 20 minutes (to O2, Lyca, & Giff Gaff tried so far) regularly, only to get through to someone who doesn't know, doesn't understand, or can't help, it's quicker to drive to Tesco, and sit in front of someone who can sort it out quickly & efficiently because they suddenly have an incentive. Explaining how bolt-ons work, what costs what, and why things aren't working or are costing more than you think they should is much easier when they are face to face.

 

[myotis]

Yep.

My father in law (92) wanted a mobile for when his landline packs up (which caused by the panic button system) and for when he's out and about (he never goes out). Pay & Go was cheaper, but way too much hassle to remember to top up, so in the end I went pay monthly just for the peace of mind. It's really difficult to put a price on something like that because it sits there costing money without being used until you really need it -at which point it becomes invaluable. I look at it the same as insurance.

My vote goes to Tesco (also on O2 network) because their customer care is great, and we have a Tesco mobile shop thing in the superstore about 10 minutes drive away. After the experience of being on hold for 20 minutes (to O2, Lyca, & Giff Gaff tried so far) regularly, only to get through to someone who doesn't know, doesn't understand, or can't help, it's quicker to drive to Tesco, and sit in front of someone who can sort it out quickly & efficiently because they suddenly have an incentive. Explaining how bolt-ons work, what costs what, and why things aren't working or are costing more than you think they should is much easier when they are face to face.

Thanks.

The less hassle argument is a strong one, and useful comments on Tesco.

 

[myotis]

In regard to topping up a PAYG phone....

How to top up a pay as you go mobile | Mobile Help | EE

Find out how to pay for packs and add-ons including setting up card payments or topping up your credit online, in the app, by text, phone or in a shop.

ee.co.uk

You can use an e-voucher that can be bought at EE shops and other places...

"Top up using an E-voucher or E top-up card​

An E-voucher is a card or receipt printed with a unique 16-digit voucher number and is valid for EE accounts for 6 months. You can purchase them from EE stores. E top-up cards have 13-digit numbers. You can buy E-voucher cards from more than 100,000 shops around the UK or anywhere you see the green top-up logo.

Find your nearest E-voucher store:​

• Payzone store
• PayPoint store
• Epay store

To top up with an E-voucher:​

Text 150 with VO,  then a space and then the 16-digit voucher number, for example, VO 1234567891234567."


In the past when I had a PAYG I bought vouchers in both PayPoint at corner type stores as well the likes of Tesco and Sainsbury's but IMO you just need to confirm by asking if they sell the EE vouchers.

All the best hope she GWS

After following up your post, what is much more interesting is

Can I top up someone else's phone?​

Yes. You can top up anyone's EE pay as you go phone. You'll need their number and a debit or credit card. 

How to top up a pay as you go mobile | Mobile Help | EE

Find out how to pay for packs and add-ons including setting up card payments or topping up your credit online, in the app, by text, phone or in a shop.

ee.co.uk

Top up someone else's phone online

 

[gramps]

SWMBO and I have been with Smarty for several years on their lowest plan. If we don’t use all the data each month we get a small discount.
I don’t know what the customer service is like because we have never had a problem!
Couldn’t recommend it more for a hassle-free service.

 

[myotis]

SWMBO and I have been with Smarty for several years on their lowest plan. If we don’t use all the data each month we get a small discount.
I don’t know what the customer service is like because we have never had a problem!
Couldn’t recommend it more for a hassle-free service.

Thanks, I am gathering a good bit of information in this thread.

 

[ecoleman]

1p mobile runs on the EE network and texts and messages are 1p per minute for calls or 1p per text message. Data is 1p per megabyte.

You must top up a minimum of £10 every 4 months and you can set it to top up automatically when your balance reaches £2.

Transferring your number is very easy you just input the code from your current provider and it’s all done in 24 hours.