on 02-10-2021 20:21
Just trying to send a simple text message and I cant as I am getting a message failure and then a message from Virgin saying I have hit my 'spending cap' . This seems to be happening despite having unlimited texts and minutes. As suggested tried to log in via the app and it won't log me in, even though I'm on 5G. I recently upgraded my phone but I have had a Virgin mobile contract for some years. Some help would be appreciated
on 02-10-2021 20:33
on 03-10-2021 08:44
Hi simonburt66
Thank you for reaching out to us here on the Community.
I am sorry to hear you are having problems when attempting to send an SMS.
You would usually only get this message if the text you are attempting to send has a charge, such as a competition.
Is the text going to a friend/family member? If so, are they in the UK at the moment?
Let us know and we will be happy to assist further.
Thanks
on 03-10-2021 09:26
Some phones have a nasty habit of turning text over 160 characters or containing emoji to MMS which is chargeable on Virgin
Check this is not the case. Send a one word text like Test and see if that goes
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on 03-10-2021 09:56
on 03-10-2021 09:59
on 03-10-2021 11:52
Thanks for your reply, simonburt66,
There's a few things to consider when setting Spend Caps:
If the answer is yes to either of these then you need to change your spend cap to a different value that accommodates for these.
Cheers,
Corey C
on 03-10-2021 13:17
I'm not sure how this applies as my mobile plan has unlimited SMS and unlimited mins. Any speeding cap set was to my allowance, nothing above. I think I've sent less than 20 txt messages this month. I've removed any spending cap completely via 'My Account' online now but thats not ideal. I dont understand why I am having any issues for a simple SMS to 2 other Virgin mobile users?
on 03-10-2021 13:27
The spend cap cannot be set to the allowance it should be set to the tariff, because if for example you set a cap of £5 and your tariff is £10, then you get the warnings and the blocking of the service because technically you have already gone beyond the cap by 5.
03-10-2021 15:39 - edited 03-10-2021 15:41
That doesn't explain why I am near a spending cap at all with unlimited SMS's on my contract.
I'll take it up with Virgin Support, hopefully they can explain it to me.
Thanks for your advice.