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Question

Plan doesn't show "loyalty" add-on 20Gb

  • September 8, 2025
  • 6 replies
  • 32 views
S
Active Contributor

Hello all,

I renegotiated my contract last week to 40Gb plus a 20Gb customer loyalty bonus add-on. So 60Gb per month. This doesn’t show on my plan which now shows 40Gb. I started a chat session about this and was surprised to be told that the extra 20Gb just doesn’t show.

To quote 

Please be advised that as it is not part of the plan, but a Loyalty Add-on it won't show on the app, but once the 40GB is used up you will automatically use the 20GB.


What kind of double-talk nonsense is this? I have to trust that when the 40Gb is used I will move into the 20 extra but have no way of seeing this before, or perhaps even while using it? Surely the chat operator is mistaken and it simply hasn’t been added to my plan?

Thanks in advance for any clarification

    6 replies

    Tyler C
    iD Mobile Employee
    Forum|alt.badge.img+24
    • Tyler C
    • iD Mobile Employee
    • September 9, 2025

    Hi there ​@SrceVatreno, thank you for reaching out. 

     

    When we add a loyalty add-on, this will not show up on the app/website, however, if it was promised, it’ll be there. When your regular 40GB of data runs out, it’ll simply switch to the 20GB loyalty add-on afterwards. Therefore, your data add-on will be there and active, but it won’t show up when you login.

     

    If you ever need clarification on how much data you have left, you can contact us and we can check.

     

    Thanks,

    Tyler

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
    S
    Active Contributor
    • SrceVatreno
    • Author
    • Active Contributor
    • September 9, 2025

    Could you perhaps check now just to see? I will send you my number via a direct message

    S
    Active Contributor
    • SrceVatreno
    • Author
    • Active Contributor
    • September 9, 2025

    I now realise I can’t see an option to send a DM - am I missing it?

    Siân W
    iD Mobile Employee
    Forum|alt.badge.img+19
    • Siân W
    • iD Mobile Employee
    • September 11, 2025

    Hi ​@SrceVatreno  you can find our contact details here - https://www.idmobile.co.uk/help-and-support

    Or we can pop you a DM on this forum?

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
      S
      Active Contributor
      • SrceVatreno
      • Author
      • Active Contributor
      • September 11, 2025

      Hi ​@SrceVatreno  you can find our contact details here - https://www.idmobile.co.uk/help-and-support

      Or we can pop you a DM on this forum?

      Please DM me then I can reply, that’s the least friction way I think

      Tyler C
      iD Mobile Employee
      Forum|alt.badge.img+24
      • Tyler C
      • iD Mobile Employee
      • September 11, 2025

      Hi there ​@SrceVatreno, 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, and cannot promise a response time-frame at any stage. Please contact our live-chat if you require instantaneous responses.

       

      Thanks,

      Tyler

      Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

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