Out of data message on unlimited data plan

[Boomer21]

Hi, before I call EE and hang on the phone for an eternity I thought I would ask here first. 

I am on a monthly unlimited sim only plan including, of course, unlimited data.

I have used 284GB thus far with two weeks to go on the current cycle and as far as I am aware that caps out (even though it is advertised as unlimited) as a fair usage policy at 600GB. So I’m well under.

However, on both the website and app I am being told I have used my allowance and need to purchase some more to use data. That is clearly incorrect. I am also still able to use data as of now even with this message. Strange.

Is this just a system error and I should ignore it or will I get a nasty surprise in a few days when out of plan charges appear?

When I click on buy more data, it redirects to a list of add-ons that does not even contain an option to purchase more data, not that I would.

Very confusing. Any ideas?

[Leanne_T]

Hi @Boomer21

Thanks for coming back to the community. 

What does the message say in your My EE? 

Have you had a text message from 150? 

Speak soon 🙂

Leanne.

[Boomer21]

It says on the EE app “You are out of data”. And on myEE on this website says the same with an exclamation mark in a big red circle. When I then click on the my allowances tab it first says Unlimited data, then underneath “you are out of data”, then under the drop down it says “null null of null null available “.

So null available and out of data when I know I’m not?

[Leanne_T]

Hi @Boomer21

Is this within the Family Usage menu option? 

You could have used all your giftable data for the month and this message is to let you know you have no data available to gift. 

Thanks. 

Leanne.

[Boomer21]

No, it’s simply there at the bottom of the home page on the app and under notifications here on myEE. 

If it is as you suggest then it would be incredibly helpful and less confusing if it said, “You are out of giftable data for this month” rather than simply “You are out of data”. 

It makes it look like there is a problem with the unlimited data. Especially as on the app it says underneath “You are out of data”, “add more data here.”

Very misleading. As is a 600GB fair usage cap explanation buried deep in the terms and conditions. It should not be called unlimited when it is not. Why not just make your highest data sim allowance 600GB and eradicate any confusion?

Or state the cap limit underneath the word Unlimited on the choices of bundle list.

Thanks for your help.

[Leanne_T]

Thanks @Boomer21

If you call our Tech Gurus on 150, they will be able to check your account for you and see if this is the giftable allowance that has been used. 

Let me know how you get on 🙂

Leanne.