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No roaming left after upgraded.


Hello, I’ve just upgrade from a sim only contract to a contract with a phone. As soon as I made the transition I received a message saying I’d used 100% of my data roaming. I contacted the customer service team, and they mentioned they saw I still had all my data roaming. I am very confused, I just wondered if anyone else has had this happen? If so, how was it resolved? 

Best answer by Matthew T

Hey @Lou251807,

As @swcq mentioned, we’re aware of an issue with the iD Mobile app displaying incorrect Data allowance. I’ve checked your account (and @swcq, but I believe he had flagged this previously) and shared with the relevant team to get it corrected.

You both have your correct contracted Data Allowance. This is purely a visual glitch.

Thanks.

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20 replies

  • Helpful
 Contributor
  • 31 replies
  • July 26, 2024

I have a similar problem my contract is for 100gb but shows only 20gb on the app,I'm guessing there's still problems with app


Matthew T
iD Mobile Employee
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  • iD Mobile Employee
  • 1724 replies
  • Answer
  • July 26, 2024

Hey @Lou251807,

As @swcq mentioned, we’re aware of an issue with the iD Mobile app displaying incorrect Data allowance. I’ve checked your account (and @swcq, but I believe he had flagged this previously) and shared with the relevant team to get it corrected.

You both have your correct contracted Data Allowance. This is purely a visual glitch.

Thanks.


  • Helpful
 Contributor
  • 31 replies
  • July 26, 2024

That's fair enough thanks


  • Author
  • New
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  • 1 reply
  • July 26, 2024

Thank you.


  • New
 Contributor
  • 2 replies
  • July 31, 2024

I've  done exactly the same ( switched from sim only to contract) and got the same message.  Can't seem to open live chat to contact anyone about it @Matthew T 


Matthew T
iD Mobile Employee
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  • iD Mobile Employee
  • 1724 replies
  • August 1, 2024

@Alison Ruth - can confirm you have your 500GB allowance. Thanks.


  • New
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  • 2 replies
  • August 1, 2024

Thanks @Matthew T   Any idea when the app will be working properly so I can keep a check on usage? 


Matthew T
iD Mobile Employee
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  • iD Mobile Employee
  • 1724 replies
  • August 2, 2024

We’re currently working on a fix, I don’t have an estimated rollout date yet unfortunately. However, I think you’d be hard pressed to use 500GB in a month!

Thanks.


Ian126
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  • New
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  • 2 replies
  • August 2, 2024

This has just happened to me, I have just upgraded and I recieved a message saying all my data has been used. The app is showing 106GB/50GB used? I upgraded from 36GB and have never been anywhere near the limit? 


  • Active Contributor
  • 8 replies
  • August 3, 2024

A similar issue I changed from 5Gb to 30Gb plan whilst roaming. First txt said plan changed, immediately followed by another saying I had used 100% of 30Gb roaming, impossible in 30 seconds on 4G


Ian126
New
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  • New
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  • 2 replies
  • August 3, 2024

Did you get this issue fixed? 


  • Active Contributor
  • 8 replies
  • August 4, 2024

No. Seriously unimpressed with ID mobile, impossible to contact anyone via website, chat or phone. I won’t be with ID for long if this is the norm.


Kate Wiseman
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  • New
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  • 1 reply
  • August 4, 2024

Thank goodness I've found this thread as I've just upgraded and got the same message. I should now have 50gb but it says I've maxed out my data at 30gb.


Matthew T
iD Mobile Employee
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  • iD Mobile Employee
  • 1724 replies
  • August 5, 2024

@Ian126 @Denny 58 @Kate Wiseman - A fix has been rolled out for this. Thanks.


Peter Verelst
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  • 1 reply
  • August 5, 2024

Just happened to me on both accounts I upgraded used your 30gb data allowance funny when one phone as not been out of Uk 


Matthew T
iD Mobile Employee
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  • August 5, 2024

@Peter Verelst, thanks for sharing, when was the Plan Change done? Thanks.


  • New
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  • 2 replies
  • August 7, 2024

Just had the same upgraded then txt to.say roaming has been used??


  • New
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  • 2 replies
  • August 8, 2024

I’ve also received the same message after actioning an upgrade. I’m currently in France, but haven’t used anywhere near 30Gb since 1 August (and understand that France is currently limit free in any case).

 

I assume it is a glitch, but I’m wary of using too much data now in case I return to a massive bill!


  • New
 Contributor
  • 2 replies
  • August 8, 2024

Put a 0 cap on so your covered


Matthew T
iD Mobile Employee
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  • iD Mobile Employee
  • 1724 replies
  • August 12, 2024

@Wlunn @thesandrock - please disregard the SMS if you recently upgraded or changed your plan. Thanks.