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New monthly data allowance not working

wivenhoe6
Grafter
Posts: 51
Thanks: 3
Registered: ‎26-05-2015

New monthly data allowance not working

Hi all,

 

My mum's phone data is not working. She received a message stating that she had almost used up her data for that month but then received a message the next day saying that a new month's allowance had now begun. However, she's still unable to use any data. Could someone please take a look?

 

There are two mobile contracts on my account. My mum's number ends in 551.

 

Thanks

7 REPLIES 7
Plusnet Help Team
Plusnet Help Team
Posts: 6,950
Thanks: 709
Fixes: 263
Registered: ‎01-01-2012

Re: New monthly data allowance not working

Sorry to hear this @wivenhoe6.

So we 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?

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
wivenhoe6
Grafter
Posts: 51
Thanks: 3
Registered: ‎26-05-2015

Re: New monthly data allowance not working

Thanks Matthew. I've sent you a PM as requested.

 

Thanks

Plusnet Help Team
Plusnet Help Team
Posts: 6,950
Thanks: 709
Fixes: 263
Registered: ‎01-01-2012

Re: New monthly data allowance not working

I've just sent you a further PM with a few more details that we need.

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
Janet2
Newbie
Posts: 2
Registered: 2 weeks ago

Re: New monthly data allowance not working

Hi,

I have the same problem, it started July this year with a messages saying that I had used most of my data allowance I contacted customer service who could not help but did say that I could pay an extra £2 to have a bolt on added which would take me to the the reload Data date which I did but the very next day another message again said I had used mt allowance and the my phone was stopped again until the reload day, this is now early August and yet another message to tell me my Data allowance has been reached? 

.I have been a customer for more than 5 years and have never gone over my monthly data allowance and use my phone in exactly  the same way. I looked back from Jan 2018 till July 2019 and the highest month was August 2018 with 491.96mb used  from 1GB. Something is not right so can some one please help sort this out. 

Plusnet Help Team
Plusnet Help Team
Posts: 953
Thanks: 167
Fixes: 29
Registered: ‎07-12-2017

Re: New monthly data allowance not working

Hi @Janet2, to be honest if the data is showing as being used on the usage, then it's more than likely correct. Though you might not use your phone any differently, the handset you are using may. It may be worth checking your handset to see if settings such as 'background app refresh' or 'automatic updates' are currently on, as both these may be using your data whilst your not even actually on your handset. Have you changed your handset since this started happening?

 

With that being said, if you could send me a PM with the following details we can certainly have a check over the account for you:

 

- The mobile number in question

- Your full name & full address including postcode

- Are you the account holder?

 

 

If this post resolved your issue please click the 'This fixed my problem' button
 Lauren Barry
 Plusnet Help Team
RobC
Pro
Posts: 864
Thanks: 142
Fixes: 2
Registered: ‎03-12-2016

Re: New monthly data allowance not working

@wivenhoe6 

see here

https://community.plus.net/t5/Mobile/No-data-in-Spain-again/td-p/1657683/page/2

and here

https://community.plus.net/t5/Mobile/NO-ROAMING-IN-EU-Plusnet-this-IS-a-problem/m-p/1660390#M15070

 

Show us ONE just ONE real, defined benefit for the British public from Brexit
Other than: Bankrupt businesses, Devalued currency, Chlorine bleached chicken, Climate Science Denial, Milk from infected udders and the NHS sold to US pharmaceuticals and insurance companies?

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Janet2
Newbie
Posts: 2
Registered: 2 weeks ago

Re: New monthly data allowance not working

Hi LaurenB,

Thanks for your email, my details you asked for are as ; .

Moderator's note by Dick (Strat): Personal information removed from a public forum (to an area that staff can see).