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seasider_uk
Beginner
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Message 1 of 13

"Spend limit reached" message ... when not even close to limit

Time and time again I am in the USA and try to make a call and get a "Spend limit reached" voice message when I am  not even close to the monthly spend limit.

Raised many complaints with BT. It has never been resolved in over 2 years.

HELP!

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Moderator
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Message 2 of 13

Re: "Spend limit reached" message ... when not even close to limit

Hi @seasider_uk 

Welcome to the Community and thanks for your post.  Sorry for the delayed response.

I understand that whilst travelling in the USA you get a message saying "spend limit reached".  I appreciate that you are nowhere near your spend cap but did you know that you have a separate spend cap for data roaming?

When you're travelling to the USA your best bet would be the BT Mobile Travel Data Pass Add on.  You can read more info about the Add on here...

Cheers,

Robbie

Community ModeratorRobbieMac
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seasider_uk
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Message 3 of 13

Re: "Spend limit reached" message ... when not even close to limit

Thanks. But I'm afraid that doesn't resolve the matter. I don't need to buy data when wi-fi is readily available. I need to make the occasional call and send the occasional text. And it wouldn't have helped me when I was in Azerbaijan last week and I tried to make a call and got the same "spend limit reached" message when I was nowhere near the cap.

I am looking to a solution to the problem. I'm not looking to buy a data add-on.

Now, do you think you can help resolve the problem please?

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Moderator
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Message 4 of 13

Re: "Spend limit reached" message ... when not even close to limit

Hi @seasider_uk 

Thanks for posting back!

I completely understand what you're saying.  Can you log into your BTID here 

Once logged in, click Settings>Package settings>Manage your BT Mobile settings and scroll to the bottom of the page and let me know what the data roaming option is currently showing.

Cheers,

Robbie

Community ModeratorRobbieMac
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seasider_uk
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Message 5 of 13

Re: "Spend limit reached" message ... when not even close to limit

Hi Robbie,

Thanks ever so much for helping on this one. It is proving so frustrating.

In terms of my mobile settings:

 - "Use your phone abroad (data, calls, texts)" is set to ALLOW

 - my Data roaming limit is set to £200 (which i believe is the maximum)

And my Monthly spend cap is £200 too.

I travel to the US a fair bit. And I reckon I must have had this issue 7 or 8 times.

I did once get a partial explanation from BT that, when roaming in the US, there was a problem between the US network (AT&T) and BT whereby when I tried to roam AT&T weren't receiving the right messaging from BT that AT&T's charges would be met.

But that was over a year ago and the issue persists. It seems a bit odd that it only appears to be me incurring this problem. I end up on the online chat for about an hour (the first 30 minutes normally them telling me I'm over my limit when I'm not ) but eventually they do something to the SIM (I have to remove it and restart the phone) - it's then okay for about a day and then the same issue happens again! 

My wife is on O2 and has no such issues in the US. So, as you might imagine, I'm on the verge of switching networks.

Thanks again,

Ian  

  

 

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Moderator
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Message 6 of 13

Re: "Spend limit reached" message ... when not even close to limit

Thank you @seasider_uk.

I have sent you a private message with some info I need. We will do all we can to help you. 

We need to check a couple of our systems to make sure the data all lines up Smiley Happy

Thanks

DanielS

Community ModeratorDannyS
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seasider_uk
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Message 7 of 13

Re: "Spend limit reached" message ... when not even close to limit

Hi Robbie. Are you still looking into this? I haven't heard anything further. Ian

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Message 8 of 13

Re: "Spend limit reached" message ... when not even close to limit

Hi @seasider_uk  Sorry you have not had an update on this. @RobbieMac  is out of the office until Wednesday and will update you when he is back.

cheers
John

Community ModeratorJohnC
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Sleepysue
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Message 9 of 13

Re: "Spend limit reached" message ... when not even close to limit

Did you ever get this resolved? I have same issue in Canada right now!

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seasider_uk
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Message 10 of 13

Re: "Spend limit reached" message ... when not even close to limit

Eventually it seems to have got resolved. But it had to be referred to people who had deep technical knowledge. They talked about having identified an incompatibility issue between two systems where there was a data conflict. Basically I had to keep pressing to get the technical people to investigate it. Good luck!

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