Help with Account have a 20GB limit and have been cut off after 10GB

[sittingonthenet]

Hi,  This is my first post, so bare with me.

I have two phone lines attached to my account xxxxx1 and xxxxxx2, these phones are used by my daughters Daughter1 and Daughter2, and specifically we use the “Find my iPhone” feature to track the whereabouts of them, during school and college times.

Today the Mobile data was cut off due to hitting the limit on the account. 

On researching I have found that the limit on the account is i believe wrong.  I upgraded my account quite a few months ago from 10GB to 20GB.

If I look at Mobile Number – xxxxx1  online, I see the following:

The above clearly states 20GB Bundle.

If I now look at Mobile Number – xxxxxxx2 online, I see the following:

This account shares the data from the first account, which is what I assume the “SD” in the description is “Shared Data”.

But when I look at the used details for the first account “xxxxxx1” I see the following:

The confusing thing is that it states 10GB of shared data under bundle summary, when actually it should say “20GB”

When I look at the second phones details “xxxxxx” I see the following:

Again it states 10GB of shared data under bundle summary, when it should say “20GB”.

And both of the accounts state Group usage “10 of 10GB used” with one having a personal usage of 9.37GB and the other one having Personal usage of 0.63GB.

I have chatted with two of your online support agents, specifically Gaurav and Roma G (I think).

Gaurav said he had found the issue and applied a fix and for me to try rebooting the phone after 15-20 Minutes, and the try dialling 44555 to get an accurate usage figure.  This we did, but it wasn’t fixed.

Roma G after a few minutes stated that the accounts had used 10GB+10GB each, and from the 18th of this month, the allowance would reset.  I think this is totally wrong, as described above.

Am I going mad or am I correct.

Cheers

Jay 

[Retired-Sarah_L]

Hi @sittingonthenet, 

Sorry for the delayed reply.

I've sent you a private message with details on how we can get this looked into for you.

Thanks, 

Sarah

[sittingonthenet]

Thank you Vodafone,

Not only did i get somebody on the phone, who knew what i was talking about, but he just called to see if i needed anything else, which was after he fixed my issue.

Top marks to vodafone, specifically Manuj Jha, who handled my issue.

Thanks again.

[Retired-Sarah_L]

Hi @sittingonthenet, 

That's great news!

Thank you for updating the thread, and letting us know this is sorted

I'll pass on your feedback to the adviser that helped you with this. 

Have a lovely day, 

Sarah