topic New Phone doesn't have the same data on the plan in Archived Posts

New Phone doesn't have the same data on the plan

TheM4rshmellow — Fri, 16 Jul 2021 20:14:44 GMT

So, I recently upgraded from the Galaxy S8 to the Google Pixel 5. I upgraded to a 40GB data plan on the new phone.

On the phone itself however, it states I only have 2GB of data available to use, and I can no longer use this even though I have only used 1.25GB.

Would anyone have any idea how this has happened, and how to fix it? I've never seen a problem like this. On my EE account it states ove got 39GB left, so I don't know what the problem is

Re: New Phone doesn't have the same data on the plan

XRaySpeX — Fri, 16 Jul 2021 20:23:58 GMT

You sure you are not looking at the phone's own data usage limit, which you can change, probably under Mobile Data? That's nowt to do with your EE data allowance.

Re: New Phone doesn't have the same data on the plan

TheM4rshmellow — Fri, 16 Jul 2021 20:31:39 GMT

I have set no limiters or warnings on my device. I don't know what is causing it

Re: New Phone doesn't have the same data on the plan

Christopher_B — Sat, 17 Jul 2021 08:03:37 GMT

Hi @TheM4rshmellow

I hope you're well and having a nice weekend, other than this issue of course.

If you're app says you have 39Gb of data then you should be good to go. Can I clarify can you connect to data at all?

Thanks

Chris

Re: New Phone doesn't have the same data on the plan

TheM4rshmellow — Sat, 17 Jul 2021 08:49:41 GMT

Yes, I could connect to data, but now my data isn't working. I have tried adding and removing limiters, data warning, changing the date that the data refreshes on my mobile. Nothing works. Not sure what is wrong

Re: New Phone doesn't have the same data on the plan

Christopher_B — Sat, 17 Jul 2021 08:59:46 GMT

@TheM4rshmellow This is a bit of a tricky on for sure.

I would suggest speaking with our customer care team so they can look into this with you.

Thanks

Chris