You've run out of data

[Y78]

Good morning,

Even though I have not used any of my data on my pay monthly account , when I access my account via the web on my computer, the Account Overview has a message saying "You've run out of data - You’ve reached the limit of the data allowance on your plan. This means you’ll now be charged £3 per day for every day you use data, up to 1GB per day (midnight to midnight). If you use more than 1GB in any day, you’ll be charged an additional £3 for each 1GB you use, until your data allowance refreshes on 9th Aug 2022. Alternatively, you can buy more data." 

I've also checked my Usage tab on my phone which also shows I have not used any of my data.

Does anyone know why?

[Ilyas_Y]

Hey there @Y78, thanks for reaching out to us and a warm welcome to the Virgin Media forums page!

I'm sorry to hear the message appear up on the My Virgin Media portal.
I can say that I have seen this error occur with a few other customers as well, so you're not the only one, and it has been reported, the team have estimated that this will take a few days to resolve.
However, if you use the MyVM app (here's the link), as it connects directly to your SIM it will show the accurate amount of data you have left.
Please disregard the message that came up on the web portal.

Let us know how it goes on the app 🙂

Kind regards.
 

[croftlea1975]

I KEEP GETTING RUN OUT OF DATA, PAY £3 ON BOTH MOBILES ATTACHED TO ONE ACCOUNT. WE ARE AT HOME AND USE HOUSE WFI MOST OF THE TIME........IS THIS A SCAM!!! contacted virgin told to switch off dial assist on mobiles to delete the messages.......this made no difference.

[Steven_L]

Hi @croftlea1975,

Welcome back to the community and thanks for taking the time to post.

I'm sorry to hear of the issues that you're having with run out of data messages, would you be able to send a screenshot of the messages and be sure to hide any personal details.

Thanks

Steven_L

[croftlea1975]

[Steven_L]

Thanks for the screenshot @croftlea1975.

I would be happy to take a further look into this for you but would need to confirm a few details via private message, please look out for my message and we can get started.

Regards,
Steven_L

 

[ahrbee]

I have had the same message. It is not a scam but a VM system cliche. The message is misleading and if anyone actually bought extra capacity when none was needed, they should be compensated. It caused me stress and lost time sorting my account out yesterday but at least I was able to establish that my account is fine and I don't need to buy more capacity.

[Steven_L]

Thanks for coming back to us @croftlea1975 and I'm sorry for the issues that this has caused you. There is an option on most devices to setup a monitor on the data that you are using in daily/weekly/monthly. What devices, do you use and I will try to find a guide for you to set this up, if you'd like to do that?

Regards,

Steven_L

[croftlea1975]

thank you again for your reply, as a couple of oldies (OAP). Please can your end just not sort out this issue. I have spent a considerable amount of time endeavouring to contact virgin, also worrying,  also not using mobiles' data (paid for) due the continual you have an alert and have run out of data.

Very stressful and so not what I signed up for. A very poor response from customer services telling me to turn off Dial assist as this was the problem. Clearly mis-informed.

To have to now set up have I got data makes this even more stressful, particularly for my husband.

regards

[Steven_L]

Thanks for coming back to us @croftlea1975 and yes we should be fixing this from our side, you dont have to setup the monitor that was just a suggestion for your piece of mind, should there be any further issues on your account, you would know that there was no issues and I'm sorry if my post made out that you needed to this now.

I cannot advise why you were told that by the team but I will also be sure to pass this onto the concerned teams to help improve the services to our customers.

Regards,

Steven_L