Nova: You have Unlimited but they tell you that you have… 5 euros left

In the last few days I had to call a five-digit number for phone support, specifically to call the former Cosmote. I pay for 4 contracts, all UNLIMITED (phones and GB). So in one call I hear an automated message telling me that I have 5 euros available. Bug in the system I thought…

It wasn't a bug, as it continued for days. Until I called Nova customer service. There they explained to me that the maximum safety limit (ceiling) of charges or consumption limit of a package on Nova is activated and that this happens so that I don't get charged more money if your free minutes run out or if you have made calls to high-cost numbers (e.g. five-digit).

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Let me mention again that I have an UNLIMITED package and that in 15 years with the company I have never been late on paying a bill.

What can you do

Depending on whether you have a contract or a prepaid phone, you can take the following steps:

1. Balance check

See if your package's minutes have actually run out:

Via App: Enter the Nova App to see the remaining minutes.

By call: Call free of charge to 1270 (if you have a contract) or 1268 (if you have a prepaid card).

2. How to fix it

If you have a contract: If you have reached your monthly account limit, your line will be temporarily blocked for security reasons. You will need to contact Nova customer service to request a lift or increase of the usage limit.

If you have a prepaid phone: The message appears if you are trying to call a number and your card balance is insufficient, or if your talk time package has expired. You will need to top up your talk time.

If you have an UNLIMITED contract like me: Call 1270 for free or 13800 for a fee and ask the bot to connect you with a representative. If you manage to speak to a human, try to ask them more politely than I did to resolve the issue….

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