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Incorrect text msg

  • 8 June 2018
  • 3 replies
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Jons110
Rank
Userlevel 1
Hi. I've received an email stating I've used 100% of my allowance and I'll be charged £10.24/100mb of data yet I still have 900mb of data from an add-on remaining (confirmed by the app). Any idea which is right, the app or the text?
Many thanks
Jons110
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Best answer by Mohammed 8 June 2018, 09:57

Hello @Jons110,

So the text you get applies to your inclusive data.

Let's say you had 1GB on your plan.

Once you've used up 800MB, you'll get a text saying 80% of your data allowance has been reached.
Once you've used up 1GB, you'll get a text saying 100% of your data allowance has been reached.
texts are subject to coverage and are not guaranteed.


If you purchase an add-on when you still have remaining data, your inclusive data would be used up first and then your add-on.

This can lead to a text being sent when you've used up your data (but you know you had an add-on active.

The correct allowance will be what shows on the app.

Have you had any recent charges applied?

Mohammed

EDIT: Moved to the section: Bills, allowances, charges & capping
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3 replies

Mohammed
Rank
Userlevel 7
Badge +9
Hello @Jons110,

So the text you get applies to your inclusive data.

Let's say you had 1GB on your plan.

Once you've used up 800MB, you'll get a text saying 80% of your data allowance has been reached.
Once you've used up 1GB, you'll get a text saying 100% of your data allowance has been reached.
texts are subject to coverage and are not guaranteed.


If you purchase an add-on when you still have remaining data, your inclusive data would be used up first and then your add-on.

This can lead to a text being sent when you've used up your data (but you know you had an add-on active.

The correct allowance will be what shows on the app.

Have you had any recent charges applied?

Mohammed

EDIT: Moved to the section: Bills, allowances, charges & capping
I hope I was able to help you with your question, if you found my answer helpful please hit the ‘Like’ button. If I was able to answer your question or resolve your issue, then please mark my answer as ‘Most Helpful’
Jons110
Rank
Userlevel 1
Hi. Thanks for the quick response.
I understood the way add-on's worked i.e allowance first the add-on etc, I just thought that the system would have realised a add-on was in use and therefore not sent the txt or possibly sent a different one. I wanted to clarify the situation due to the astronomical charges for going over your limit.
There have been no charges added to my account so all's well.
Cheers, Jons110
Mohammed
Rank
Userlevel 7
Badge +9
Hello @Jons110,

Thanks for confirming this.

In the app, (if you haven't already) you should be able to set a spend cap, so even if you did go over, it'll be capped at the limit you set (minimum £5.00).

Take a look at setting this up if it's not already in place.

Mohammed
I hope I was able to help you with your question, if you found my answer helpful please hit the ‘Like’ button. If I was able to answer your question or resolve your issue, then please mark my answer as ‘Most Helpful’

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