data roll over not working

Sorry correction, I’m actually on a pay monthly contract (for past 5+ yrs) and I’ve always had roll over but it’s no longer showing in my app and I got a notification I’d used 80% of my data (app shows 3.1Gb out of 8Gb left and no rollover…)

Hi ​@Challinor8  sorry to hear this. 

Are you able to log into your account on a laptop/desktop to see if the data rollover is showing correctly there?

Had you perhaps used more data that you thought last month and therefore wouldn’t have any to rollover?

Hi, my April bill says I carried over 8Gb to this month so should have had 16Gb at start but only showing 8Gb on the app and web login…🙁

OK ​@Challinor8  are you able to share a screen shot please?

Please ensure any personal details are redacted.

This is happening for me too, both the app and the website have stopped showing my roll over data. However, they still seem to be being counted (I've used all my monthly data and am into the roll over data, showing as I've used 14.2/12gb, but I don't seem to be being charged.)

Hi ​@Pcw24601,

It may not work but it’s worth a try, please can you uninstall and reinstall the app then try again?

Kash

Thanks for the suggestion. I get the same info on the website (14.4Gb / 12Gb), so I don't think the app is the issue.

Hi ​@Pcw24601 

Could you send a screenshot of what you’re seeing in the app? (Blurring/covering any private info)

The app usually shows;

Monthly Allowance + Rollover / Monthly Allowance

So in your 14.2GB case;

12GB + 2.2GB (14.2GB) / 12GB

Tom

I don't think that's what it used to show. I expected it to show: 

[Usage so far this month] / [total allowance this month (=contract allowance + roll over)].

In my case, I'd rolled over 12Gb and had 12Gb contact, so expected to see 14.4/24.

I'm fairly sure that's what it used to show. Otherwise, how do you know how much alliance you have left this month? 

What's the best way to attach a screen shot? 

Hi ​@Pcw24601 

The amount you have for the month is I believe on the left side of the screen.

In the reply box, there’s a paperclip icon, that’ll let you upload a file or even next to it an icon of an image.

Tom

Hi Tom

Thanks for all your help on this, but I’m still struggling a bit (which is quite embarrassing as I work in software!). I can’t see the paperclip on the reply box. I was initially using Chrome on my Android phone, but am now trying Chrome on my Mac and it’s not there either. There’s a section selector (paragraph, heading, etc.), bold/italic/underline/colour/bg colour, bullet/numbered list, right/centre/left justify, emoji, quote and ellipses. The ellipses expands to table/code/spoiler. Do you need to have some additional user permissions to put attachments on the forum?

Regarding the details, I typically use less data than my allowance, except during my summer holidays. My last bill, which shows usage up to 1July and contract charges up to 1 August, shows a data allowance of 12,288MB (I’ll round to 12Gb for simplicity), a roll over of 12Gb, giving a ‘total combined available’ of 24Gb for ‘last month’ (June). It then shows usage of 3Gb, and 9Gb expired, giving 12Gb ‘rolled over into the current month’ (July).

The confusing thing is the ‘Data remaining’ on both the app and website shows “14.3Gb/12Gb”, when I expected it to show “14.3Gb/24Gb”. I’ve not used the app in a while but I’m fairly confident that’s what it used to show. It also says “14.3GB includes data rollover and any active UK minutes” which, again, doesn’t make sense to me--the 14.3Gb is my usage, not allowance. I have a £0 bill cap, so I’m reasonably confident that the roll-over is being accounted for in the billing, it’s just the display is wrong.

I’ve saved screenshots--if the upload can be resolved I’ll post them.

Kind regards

Paul

Hi there ​@Pcw24601, I’m unsure why the paperclip wouldn’t be showing for you, sorry about that. In this instance, we’ll shortly send you a Private Message to your Community account so we can discuss your issue further.

To access your messages, click your profile picture in the top right hand corner and then click ‘Private Messages’.

Alternatively, if you are currently logged in, you can use the following link:

https://community.idmobile.co.uk/inbox/overview

Please note, this isn’t an instant messaging service, and we’ll get back to you ASAP. Please contact our live-chat if you require instantaneous responses.

Thanks,

Tyler

The following post by ​@Matthew T might explain why ​@Pcw24601 can’t upload anything to the forum ​@Tyler C: 

Thanks ​@WelshPaul for sharing this. I’m hoping the temporary changes made to Uploads and Attachments can be undone soon, I’m just waiting for the go ahead once the Online Safety Act has been reviewed by the relevant teams!

Thank you for making me aware ​@WelshPaul, I appreciate it!

Kind regards,

Tyler

Totally my stupidity, thanks everyone for your patience (both here and in the private messages). The first number is the *remaining* data. For some reason I though it was the *used* data.

No worries ​@Pcw24601  we are glad you got sorted.