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My data allowance has shrunk from 120 GB to 1.5 GB

M
Rank
Userlevel 1

I finally managed to migrate to this awful new app only to find the 120 GB data allowance on my contract has been reduced 1.5 GB. If I didn't have a rollover amount left I would be out of data now. Can I please have old allowance reinstated. I've tried to get through on live chat, but that doesn't seem to be working.

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Best answer by andewhite 16 April 2024, 10:53

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18 replies

Tom
Rank
Userlevel 7
Badge +4

Hi @MCallaghan 

 

The team are aware and working on some issues with how data allowances appear in the app, the app may be incorrect.

 

Have you changed plan or upgraded recently? This would reset your rollover data.

 

Tom

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M
Rank
Userlevel 1

Hi Tom,

Thanks for the reply. I haven’t upgraded or changed plan. My data allowance simply dropped from 120 GB  to 1.5 GB after migrating to the new app. I certainly hope that the app is just showing the amount of data incorrectly.

Michael

C
Rank
Userlevel 2

Hi @MCallaghan 

 

Had similar issue (which has since resolved itself) however if you ring 7777 and go Option 1 and then again Option 1 you should get an up to date remaining allowance balance for calls and data 

Kash
Rank
Userlevel 7
Badge +7

Hi @MCallaghan,

It does sound like an error on the app.

Please try the options that @co99 has advised and it should provide the remaining allowances.

 

Kash

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.
M
Rank
Userlevel 1

Thanks for the assistance, but this isn't getting to the actual problem. I have 192 GB available because I haven't used my allowance due to being abroad for two months. My problem is that my contractual allowance is 120 GB per month, but the app shows that my contractual allowance is 1.5 GB per month. So once I have gone beyond my rollover 192 GB that remain I will only have 1.5 GB and not the 120 GB that I signed up for.

andewhite
Rank
Userlevel 8
Badge +9

Thanks for the assistance, but this isn't getting to the actual problem. I have 192 GB available because I haven't used my allowance due to being abroad for two months. My problem is that my contractual allowance is 120 GB per month, but the app shows that my contractual allowance is 1.5 GB per month. So once I have gone beyond my rollover 192 GB that remain I will only have 1.5 GB and not the 120 GB that I signed up for.

Sounds like the iD app is wrong, @MCallaghan. 

What is shown when you view your iD account online at https://my.idmobile.co.uk?  

M
Rank
Userlevel 1

192/1.5

andewhite
Rank
Userlevel 8
Badge +9

Perhaps the interface between the new iD app and new “My iD Account” online service, and the iD Mobile back-end customer billing & data system(s) isn’t working properly? 

 

M
Rank
Userlevel 1

That's my thoughts. But I need to know what they actually have now as my monthly allowance. I need certainty not hope. This is the whole problem with this migration to the new app. Before we new what we had. Now it seems to be pure guess work. I am getting very angry about the lack of transparency.

andewhite
Rank
Userlevel 8
Badge +9

Maybe you’ll get certainty about your ACCOUNT data allowance by chatting to a customer adviser, via the online iD Live Chat service, @MCallaghan.

The advisers usually work until 8pm on weekdays. 

M
Rank
Userlevel 1

I have tried to use the live chat service several times, but it just goes straight to the chat bot which is completely useless.

andewhite
Rank
Userlevel 8
Badge +9

I have tried to use the live chat service several times, but it just goes straight to the chat bot which is completely useless.

Have you tried typing “talk to a person” after connecting to chat, @MCallaghan? 

This should help you avoid the annoying 24/7 chat-bot.

🤞

M
Rank
Userlevel 1

Thanks, I'll give that a try.

Kash
Rank
Userlevel 7
Badge +7

Hi @MCallaghan,

Please feel free to get back in touch here if you require further assistance.

 

Kash

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.
E
Rank

Did this issue get resolved? I've just noticed I've had the same issue exactly for the last 2 months. 70gig contract but only showing 1.5. was it just an error in the app?

M
Rank
Userlevel 1

Hi,

No this issue is still not resolved. Until now there have been problems even logging into the app. I'll try getting through on live chat tomorrow. Frankly I can hardly wait to leave iD Mobile.

E
Rank

Hopefully they sort the issue out soon, unfortunately I'm not in the country right now so I'll have to wait till I return to try and sort it 

Kash
Rank
Userlevel 7
Badge +7

Hi,

The issue has now been resolved with the app so you should see the correct usage.

Thank you for your patience and understanding during this time. Essential maintenance has been completed. The iD Mobile app and My Account online are back up and running for new registrations and existing users.

Want to leave feedback for the iD Mobile app? Click here.

 

Kash

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.

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