Data wiped after SIM change – can a moderator contact me please?

[danielle_kerry]

Hi, I’m having an issue with my data allowance after moving my SIM to a new iPhone. Overnight I received 24 texts saying I’d used all my data, even though I hadn’t used anything unusual and my plan doesn’t reset until 26th December.

It looks like something went wrong during the SIM move and my remaining data has been removed by mistake. Could a moderator contact me privately to look into this please?

Thanks

[Mustrum · Accepted solution]

@danielle_kerry   no one on here has account access so no one will contact you. Why not give customer services a call, they should be able to sort your issue.

Call 0800 079 8586 -  Option 2 for Mobile Phone

[XRaySpeX]

I should think that with a new phone it's spent its time d/loading loads of updates over mobile data in the background. Hence you may not have been aware of it. You shoulda have immediately you got it set it to D/load Updates Using WiFi Only .

No one will contact you from this user discussion group other than thro' the medium of these forums by posts such as this. Anyway we haven't the faintest idea who you are.

[bristolian]

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@danielle_kerry wrote:

It looks like something went wrong during the SIM move and my remaining data has been removed by mistake.

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The billing system has no means or motivation to remove any allowance just because your SIM is being used in a different phone.

Far more likely, as already mentioned, is your new phone downloading updates over mobile data. You can check this using the phone's data counter facility.

.

[danielle_kerry]

Thanks for the replies. I’ve checked my phone’s data usage and there’s nothing to suggest a sudden spike overnight. I’ve also tried all the usual contact routes (app, website chat, social media), but none of them are offering a way to speak to an advisor at the moment. My issue is still unresolved, so if a member of the EE Community Team is able to take a look and contact me privately, I’d really appreciate it.

[Alex_H]

Hi @danielle_kerry,

Welcome to the EE Community

I am sorry, we have no account access via these forums to help look into your data usage query. If nothing is showing in your phones data usage tracker I would recommend calling us and one of our guides can check your account in our system to investigate what has happened to the data.

Alex