clarification on my data

Hello iD Mobile Customer Service,

I’m contacting you because I’m confused about my data allowance and would appreciate your help in clarifying the situation.

Until two days ago, I had a 10GB plan for £7 per month. As I usually work from home and use Wi-Fi, I was very surprised to discover that I had used all my data while travelling in Italy from 29 October until yesterday.

Yesterday evening, I requested an upgrade to a 20GB plan, still for £7 per month. I am currently waiting for the new SIM card and letter to arrive.

However, when I checked my account this morning to see whether the upgrade had already taken effect, I was surprised to see that I had only 900MB remaining out of the 20GB allowance.

Could you please explain why this has happened? Has my new plan already been activated, and if so, why does my account show that almost all of my data has been used? Could this be a system error, or am I misunderstanding how the upgrade works?

I would also like to clarify whether I will have just one plan with 20GB of data for £7 per month, replacing my previous 10GB plan, or whether I will end up with two separate plans and charges. I am confused about why a new SIM card is being sent to my home if this is simply an upgrade to my existing plan.

Could you please confirm that my old plan will be replaced and that I will only be charged £7 per month in total?

Thank you for your help. I look forward to your clarification.

Kind regards

Veronica Cibuc