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Data Boosts Disappearing

Skellers
Contributor
Contributor

‎21-06-2023 08:20 AM

Overnight I got a message saying I had used 80% of my data allowance. I checked the app and it was showing I had 500Mb allowance - it should be 1.5gb. Went back to sleep and decided to check again in the morning. The allowance has now dropped to 300Mb!!. It appears my free boosts are disappearing. 

I have text BOOST to 150 and it says I will have 1.5gb from Sunday when I make my next weekly payment. Help.

0 Helpful
9 REPLIES 9
XRaySpeX
EE Community Star
EE Community Star

‎21-06-2023 08:58 AM

What does texting AL to 150 from your no. fully report verbatim (it is free)?

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP
0 Helpful
Skellers
Contributor
Contributor

‎21-06-2023 09:03 AM

Hi XraySpeX,  it says I have "17MB remaining until  25/06/2023 for your £1 Data Pack. You have 117MB remaining until 14/07/2023 for your free 100MB Data..."

And my account is now showing my allowance has dropped to 250MB

0 Helpful
Leanne_T
EE Community Support Team
In response to Skellers

‎21-06-2023 10:52 AM - edited ‎21-06-2023 10:52 AM

Hi @Skellers 

Thanks for coming here. 

I would suggest reporting this to our pay as you go care team by calling 150, they can check the free boosts and help you further.

Leanne 🙂

0 Helpful
Skellers
Contributor
Contributor
In response to Leanne_T

‎21-06-2023 10:57 AM

I've spoken to the team. At the EE side you can apparently see the full data allowance but it is showing that I've used it all in the last day on YouTube - I have not used YouTube on my phone for weeks and have been connected to WiFi pretty much the whole day, also it isn't showing in my phone's data usage. They have added 1GB of data and I've done an update of the phone and a reboot and am now monitoring.

0 Helpful
Leanne_T
EE Community Support Team
In response to Skellers

‎21-06-2023 12:41 PM

Thanks @Skellers 

If you have any further problems, please get back in touch on 150 🙂

Leanne.

0 Helpful
Skellers
Contributor
Contributor

‎24-06-2023 06:01 AM

I've been monitoring my data usage closely. Turning off mobile data when I'm connected to WiFi. Turned off data at around 9pm last night and checked MyEE, had around 600Mb of data left. Woke up this morning and balance is now 0Mb. Mobile data was turned off???????? 

0 Helpful
James_B
EE Community Manager
EE Community Manager
In response to Skellers

‎24-06-2023 08:18 AM

Hi @Skellers,

Our Customer Care Team will be happy to look into this issue if you get in touch on 150.

Thanks

James

0 Helpful
Skellers
Contributor
Contributor
In response to James_B

‎24-06-2023 08:27 AM

They weren't that helpful the other day. Fobbed off as if it was my fault. Clearly its an EE issue, there are several other threads where the same thing is happening to others. All with large free data boost balances. 

0 Helpful
James_B
EE Community Manager
EE Community Manager
In response to Skellers

‎24-06-2023 08:31 AM

Hi @Skellers,

Our Customer Care Team, who can access your account, are best placed to help you with this.

James

0 Helpful