need someone to correct error with data cap

Hi @nghudson7,

Welcome to the Community!

Is Roaming enabled on your handset?

You can roam in Germany as you do in the UK up to 30GB data.

Have you used more than this? Have you used out of allowance usage?

Kash

Yes, roaming is on. Please can you reset the data, text and call allowance at your end. Despite what the iD app says (and it says I have over 13GB of data left for the next 14 days, my agreement with you was for UNLIMITED data. One of your colleagues incorrectly put a limit on it at the time of entering the contract. They told me to ignore that limit. 

Hello is anyone able to help me, please? I am abroad and have no internet for directions, etc. 

Hi @nghudson7 

It sounds like you have a regular monthly allowance, but a team member put on an add on for unlimited data, meaning once you’ve used the regular monthly allowance it’ll go into the unlimited add on.

While roaming, you’d still be limited to up to 30GB, you wouldn’t get unlimited.

Tom

Hi Tom, thanks for the reply. I’m afraid that’s not correct. Your colleague who spoke to me on renewal of my contract admitted they’d made a mistake by not setting the data allowance to unlimited. That’s why they created an add on but I was told it would be the same and therefore I would have unlimited data, texts and calls when roaming in the EU, etc. This was a specific requirement of our renewal and a condition of the contract. Please therefore honour the contract and provide unlimited data, texts and calls when in the EU roaming area. Please confirm once this has been done. Thank you. 

Good morning. Please could someone help resolve this before close of business today? I am really dependent on my mobile because I am in Germany and I would not like this issue to drag on over the weekend. Thank you. 

Morning @nghudson7,

When did you renew your Contract? Any contract taken out after 21st June 2023 is subject to our Fair Usage Policy.

“Our fair usage policy protects the great value we offer whilst allowing you to enjoy our Roam free feature. This lets you use your standard monthly allowances (up to 30GB) at no extra cost across our free Roaming destinations.”

https://www.idmobile.co.uk/help-and-advice/eu-roaming/fair-usage-policy

Thanks.

The renewal took place after that date but that term was not mentioned to me at that time. We had unlimited data when roaming during our previous contract (or at least that is what I was told) and I specifically said at the time of the renewal that I wanted that to continue. It was/is very important to us because we do a lot of travelling. It was one of the principle reasons for staying with iD. 
 

To be honest, it all seems to be a bit of a mess at the iD end. Not only have we got this issue, but in any event you mention a 30GB limit when your app states I have a 25GB limit, and you’ve said I’ve reached that limit when the app says I still have 15.7GB left for the next 12 days! If nothing else, you could at least honour this and I will then take it up with you when I return home. 

Hi @nghudson7 

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  

We’ll see you there. 

Tom

Ok, I am now starting to get really upset! I have now been without use of my phone for nearly a week, unable to use it over the weekend and stuck in Germany. What is taking so long? The lack of response from anyone at iD is disgraceful  

Please can expedite this urgently and allow me to use my phone as contractually agreed?

@nghudson7 I’ve followed up with the team to reply to your Private Message. I can confirm. looking at your account the 30GB Roaming Data Limit has been in place since the 7th November 2023, I assume this is when you last upgraded. This will be outlined in your Contract Terms and Conditions, which would have been agreed at Point of Sale.

You can adjust your Bill Cap, but note any Data beyond 30GB is charged at £3 per GB.

• How do I set or change my Bill Cap? F.A.Q.

Thanks.

That is not an accurate record of what was agreed at the time of my last renewal and does not accord with my notes made at that time. May I suggest you look at the voice recording of the conversation (assuming you actually do record conversations)?

In any event, what about the 15.7GB data still left on that mobile as stated on the iD app? Is that incorrect? If not, you should let me use that immediately. Let me use what I am entitled to. Please confirm that you have at least done this. 

I am Helen Hudson and Nigel is my husband. I am unable to login to the I’d mobile app or my account but according to the account details my husband can see (he has sent you a screen shot) I have 15.7GB of data left so WHY am I unable to use data. In terms of the amount of data we should have that is something we agreed as unlimited when we contracted with you - it was a deal breaker for us. 
 

you have failed to respond to us in a timely manner despite owing us a duty of care. I am in Germany with no data !! We would like to escalate this issue as a formal complaint. 
 

please confirm that I can now use the 15.7GB immediately and escalate our complaint. 

Evening @nghudson7 & @Helen Hudson,

Please note iD Community is not a Live Chat service. However:

1. I’ve looked at your accounts, looks like you both upgraded on the 7th November 2023. Your plan has 25GB inclusive data as standard, but you have an Unlimited Data add-on for 24 months. Please note this is for UK usage only.

2. As mentioned previously, any contract taken out after 21st June 2023 is subject to our Fair Usage Policy.

“Our fair usage policy protects the great value we offer whilst allowing you to enjoy our Roam free feature. This lets you use your standard monthly allowances (up to 30GB) at no extra cost across our free Roaming destinations.”

https://www.idmobile.co.uk/help-and-advice/eu-roaming/fair-usage-policy

How did you purchase your plans? Our sales system suggests this was online on idmobile.co.uk, but @nghudson7 previously mentioned it was over the phone. Please can you clarify and I’ll be happy to look into whether we have transcripts available.

3. Looking at your Notifications, we sent you an SMS when you’d used 80% and 100% of your 30GB Roaming Limit and then 80% and 100% of your £5 Bill Cap. Now you’ve reached this limit, your services have been restricted to prevent further charges.

At this time, the iD Mobile app does not separate Roaming usage from usage in the UK. I appreciate this is confusing, and we’re rolling out an update soon to better show Roaming usage. The 15.7GB data that shows is remaining UK usage. Then once depleted, will use your Unlimited Data Add-On.

I can confirm you have hit your 30GB limit while Roaming, which is why you are being blocked from using your phone further in Germany. Thank you.

Please look at the telephone transcripts as Nigel renewed over the phone. 
 

As you have admitted the data usage is very unclear on the App. I ignored the messages about usage as they have been incorrect in the past and I assumed that the same happened this time. In the circumstances and given the confusion caused by you please provide me with additional data at no charge. 
 

please also confirm that you have escalated this matter as a formal complaint not least due to the time it has taken to get responses from you. 

I’ll ask the team, I’m not sure if our telephone transcripts go back that far @Helen Hudson. For future reference, the SMS’s we send are the most accurate way to keep track of your usage.

Have you both ran out of Data? It may be worth hot-spotting from one phone to another:

• What is a Wi-Fi hotspot and how do I tether to other devices? F.A.Q.

I’m sorry you’d like to make a formal complaint, our Complaints Procedure can be found here:

https://www.idmobile.co.uk/help-and-advice/complaints-procedure

Thanks.

Thanks for the reply but how can we tell how much data we have left when we can’t trust the information on the app! The SMSs are no good because by the time we get a SMS we’ll be down to our last 20%! 
 

The least you could do in the circumstances, given the reliance we have on our phones, is to give us some data allowance until it resets in 9 days time. 

Unfortunately @nghudson7, we can’t give data allowance, as you have an Unlimited Plan. I see you received an SMS yesterday that informed you have used 80% of your Roaming allowance.

This means you have approximately 6GB data remaining. I’d recommend enabling Low Data mode on your device to maximise this amount:

• How can I reduce or avoid roaming charges? F.A.Q.

If you’re using your phone for navigation, both Apple Maps & Google Maps allow you to navigate offline by downloading maps on a Wi-Fi network. This may also help.

Thanks.

On a separate note @nghudson7, I have followed up this morning in regard to the Call Transcripts for your Upgrade. I’ll of course keep you informed! Thanks.

@nghudson7 @Helen Hudson - The team have looked through the Live Chat Transcripts, doesn’t look like there was any mention of Unlimited Roaming when placing the order on the 7th November, just Unlimited Data for UK usage. Thanks.

The irony of we can’t give you more data even though you’ve not got any because you have unlimited data is clearly lost on ID. Honestly you couldn’t make this stuff up. 

Shocking that you leave a customer in a foreign country with no data when you’ve admitted that your App doesn’t tell you how much roaming data you have left. 
 

let this be a warning to current and potential customers. 

@Helen Hudson I do appreciate it can be confusing, but please note that your Roaming Data allowance is different to your UK data. You can also resume your services by adjusting your Bill Cap at anytime, but note this will incur extra charges of £3 a GB:

• How do I set or change my Bill Cap? F.A.Q.

You should still be able to receive and make Calls & Texts, or as @nghudson7 has 6GB data remaining, Hotspot between each other for the remainder of your time abroad.

• What is a Wi-Fi hotspot and how do I tether to other devices? F.A.Q.

Thanks.

Repeating what you’ve already said does not make it any more helpful than the first time. Basically you will not help us. 

You should be ashamed of yourselves, iD! Prepared to leave customers stranded abroad with no data, kept waiting for days over a weekend for a reply, unhelpful repetition of unhelpful answers, an app that isn’t accurate…You’re a mess!

As a result of this poor experience, these things are for certain:

1. iD doesn’t care about its customers. 
2. We will be making a formal complaint.
3. We will consider action for misrepresentation having been induced into a contract that is not fit for our purpose.
4. We will be letting everyone we know know just how bad iD is and how poor your customer service is. 
5. We will not be renewing our contract with you and will seek to terminate it at the earliest possible opportunity as well as claiming compensation for misrepresentation. 

I really hope the staff at iD find themselves stranded abroad with no data and no help from their mobile provider. May be then it might hit home just how poor a service it is.