Confusing Account Information Regarding Data Remaining

[#1]

I recently changed my Mobile Plan to a 4GB one. This went through fine starting on 3rd July. Then I got an email message on 13th July saying there was an error to my Mobile Tariff that had been corrected (no detail of what this was) but it would make no difference to my Plan or Monthly fee. Recently I got more email  and text messages about my new 4GB plan this time starting on 21st July.

I've now noticed that when I login to my Mobile Account both on the App and on your website it says I only have 1.83GB left of 1.84GB Data usage. Although the website does still say the Plan is for 4GB.

What is going on? I had a year of Billing problems with my Broadband Account which was only finally resolved earlier this year so I hope the same thing is not going to occur now with my Mobile Account.

Ian

[#2]

I had hoped someone from Plusnet might look in to this.....

[#3]

Hi i'm guessing the 4G your confused about is the signal, think 2G relates to data, but i could be wrong.

[#4]

This what my usage shows:

[#5]

OIC, thanks for the visual, so if u have not used any data, then its definatley confusion and something for plusnet.

[#6]

To me it looks like you have a pro-rated amount displayed for this month.

4GB is approx 133MB a day on a 30 day plan.
Multiply that by the 14 days from 21st July to the 3rd August you get 1.8GB.

Then from 4th August it will tick over to the full 4GB.

[#7]

Thanks for your post @chroma2000

So I can investigate further can you PM me the following?

• Your mobile number or account number
• Your full address and postcode
• Your full name and if you're the account holder?

[#8]

Thanks Mathew,

I have PM'd you my Account details.

Kind regards, Ian.

[#9]

Thanks for getting back to me @chroma2000.

I've looked into this but I can't see any obvious cause so I've asked our mobile operations team to look into this.

I'll update you as soon as I know more

[#10]

Thanks,

Maybe it'll put itself right on 4th August!

Regards, Ian.

[#11]

It has reset itself back to 4GB remaining. So I guess it was something to do with a pro-rata data amount when the Plan was 'corrected'.