Where has my data rollover gone?

[ee_confused]

Before I started a new Pack, my account said something like “50 GB of data to rollover”. I went and started a new pack, and the additional 50 GB is nowhere to be found. When I check the balance via text, it just says “Your remaining data includes of rolled over data” 🤷‍♀️

[ee_confused]

P.S. The pack I chose said data rollover is included.

[Leanne_T]

Hi @ee_confused 

Thanks for coming to the community 🙂

Which pack did you change to? 

What reply do you get if you text ROLLOVER to 150?

Speak soon 🙂

Leanne.

[ee_confused]

Hi Leanne,

I changed to the £10 Pack (from £20).

When I test ROLLOVER to 150, it says:
"You haven't rolled over any data into your current pack. For more information on Data Rollover go to ee.co.uk/DataRollover"

[Leanne_T]

Thanks for coming back to me @ee_confused 

Did you purchase the new Pack within 7 days of the expiry of the original Pack? 

Leanne. 

[ee_confused]

Yes. It was only a few hours after the previous pack expired when I bought the new one.

[Leanne_T]

Thanks for coming back to me @ee_confused 

If you call our pay as you guides on 150, they can get the data rollover looked into for you and see what has happened 🙂

Let me know how you get on. 

Leanne.