Only getting half the data I should be

[bailey125]

Yesterday I upgraded my contract through the live chat to 160GB there seems to be some issues.

150 shows me that I only have 79.5GB out of 80GB of data.

add-on.ee.co.uk/status shows me that I have 79.5GB out of 80GB of data.

EE App Allowances shows me I have 92.9GB out of 80GB.

and my plan says 5G SIM Plan 24m 160GB £20 Your 5G plan gives you 80GB of data.

I have no extra add-ons other than 100% usage alert.

I contacted EE again today and they had nothing to say other than the other 80GB will be added within 10 days and then quickly ended the chat.

Is this true? The description of my plan seems wrong though. Could there still be an issue? I only have 12 days left before the grace period ends and I'm stuck with the contract.

[John220]

Hi Chris, thanks for the reply. I have checked my add-ons but data isn’t one of them.

when I go on the app at the very top it says my plan gives me 80gb. Under Your Allowances it says I get 160gb. This is all on the same screen in the Plan part. Any ideas?

[Christopher_B]

@John220 is sounds like the plan was originally 80GB but has been doubled.

The best thing to do is have a chat with our customer care team so they can check everything over with you.

Thanks

Chris  

[John220]

Thanks Chris. Just had a chat with customer care team and that is indeed what has happened. I’ve been told I do get 160gb but the plan only shows 80gb. Very confusing! Maybe EE could make that clear in their descriptions of the plans when this occurs just to avoid confusing people like me. 

[Leanne_T]

Thanks for the feedback @John220

Just to check, do you have the extra data showing? 

You can check within your My EE app if you select Plans and add-ons, or visit add.on.ee.co.uk

Thanks 🙂

Leanne.

[John220]

Hi Leanne. No, it doesn’t show the extra data. The way I understood it whilst chatting with a Customer Care agent was that it would only show 80gb even though you get 160gb. I may have picked it up wrong though. Maybe if I use 80gb I will find out if this is true or not

[Leanne_T]

Thanks @John220

To check your plan, I've sent you a private message on here for some extra details 🙂

Speak soon.

Leanne.

[hashzaman]

Hi im having the same problem, 80gb showing instead of 160gb.

[Christopher_B]

Hi @hashzaman it sounds like the plan was originally 80GB but is on a deal where it's been doubled.

The best thing to do is have a chat with our customer care team so they can check everything over with you.

Thanks

Chris

[John220]

I had the same problem. I spoke to customer care about it but it still didn’t show up as 160gb. Eventually spoke with one of the outbound team and they sorted it out for me. It seems like when you take out the plan online it causes this error. 

[PeterCh]

Hi I have same problem can you help ? 
thanks Peter