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Allowance exceeded

  • 21 January 2021
  • 7 replies
  • 73 views
S
Rank

Hello,

I have recently upgraded my SIM only contract (from a SIM only deal, to another SIM only deal with unlimited minutes allowance).

I placed the order, received the new SIM card by post, I have activated the new SIM and installed it in my phone.  My online account shows the new allowances.

Now I have just received a text from ID telling me my minutes allowance has been exceeded and that I will be charged for further minutes used.

Why is this? Please can it be corrected.

 

Kind regards

Simon

@iD Support @iD Mobile 

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Best answer by Kevin 28 January 2021, 20:39

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7 replies

S
Rank

@iD Mobile  @iD Support 

Please can you confirm this is now resolved

 

Simon

Mohsin
Rank
Userlevel 6
Badge +4

Hi @SimonK 

We are sorry to hear this. You can speak to our Live Chat | iD Mobile Network team who will be able to assist you with this.

-Mohsin

I hope I was able to help you with your question. If my answer resolved your issue, then please mark my answer as ‘Most Helpful’ using the button below the message with the answer.
S
Rank

@Mohsin Thanks, but I am not making any progress with the chatbot

Can you private message me and look into my account please?

Simon

Kevin
Rank
Userlevel 4
Badge +10

Hi there @SimonK 

If your iD Mobile App is stating you have unlimited minutes now @SimonK, and the number you’re calling is definitely not one that is chargeable (i.e. premium-rate numbers), then you should be fine.

Nevertheless, to put your mind at ease we’ll send you a private message to confirm all is right on your account.

Simply click on your profile icon in the top right, then go to your private messages.
 

Ken T..
Userlevel 1

How can I find out what it is that has caused me to exceed very substantially exceed my data limit? It has never happened before and I only ever use a very small amount of my data monthly allowance. I want to find out to make sure it does not happen again. There is no phone number to speak to an ID mobile agent. Chatbot is useless and I can’t find how to chat with a human agent.

Mohammed
Rank
Userlevel 7
Badge +10

Hello @Ken T..,

Your bill should provide an itemised charge list when you view this, It’s usually on the 3rd/4th pages onwards etc.

This will give the amounts used and the dates.

In the account, we should be able to provide date & times but we can never see what the data was used on.

 

You can also (and I’d highly recommend) set a cap in the account at £0.00. This will mean any usage past £0.00 will not be possible, thus preventing you from using data or any out of plan spend.

 

Mohammed

I hope I was able to help you with your question. If my answer resolved your issue, then please mark my answer as ‘Most Helpful’ using the button below the message with the answer.
Ken T..
Userlevel 1

That helps Mohammed. I will have to wait until I can view my current bill in a couple of weeks time to see what the data was used on. I will also be able to cap my limit at £0.00 at that time which is a good idea, Thank you

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