Forum Discussion
Out of plan data being used when in-plan data still available
Ski_Sunday The thing is that a lot of Smarty staff didn't seem to know about it, but it was confirmed for me (I forget exactly who it was now).
Wow, thanks for your reply.
i had bought a data add on and also had some extra free because I had seen that when i got low on my plan data it stopped using plan data and ate out of my add on. So if they have changed the rules to use out of plan data first before using plan data it doesn’t seem fair as it’s not how it worked when the purchase was made - Good till used - means nothing if they use it up first.
Ski_Sunday The thing is that a lot of Smarty staff didn't seem to know about it, but it was confirmed for me (I forget exactly who it was now).
Actually I've just found a line in the 'terms and conditions' that mentions a use case for out of plan data, it states:
"5.18 If you have unused data in a Data Add-on you can use to roam in the EU once you’ve used up your monthly EU data fair use limit."
So it really doesn't make any sense for them to argue that out of plan data is to be used before your in-plan data. when this clearly states the opposite.
Ski_Sunday Since when did everything make sense??🙄
I persevered with my complaint and to give them their due they did investigate the usage and came back saying that it was due to a change they had made and was an unexpected side effect. Initially they had offered me £5 before i pushed back and they investigated fully, now they’ve apologised, given me 16GB of out of plan data and 3 months of my line rental as cash back to my credit card. So i’m happy with that and once I raised it as a complaint it got investigated properly and Imm happy with that too. Big 👍 to Smarty.
