Data top up failure

[SteveLew_723962]

I was told my data was running out a week before end of monthly contract. A day later my data ran out. I took out an add on for an extra 10Gb for £9 which should have been more than enough for 4 days when contract renews. By the end of the same day you applied this top up I discovered this was already gone!!

I don't do streaming or watch movies, occasionally some YouTube. If you look at my usage over the last year, it's normally far less than the 60Gb you provide monthly. I was amazed to find I had run out in the first place, but to use 10Gb in less than one day is beyond belief. Please can you help me urgently. I am not prepared to continue with my one month contracts if you can't help me find an explanation for this use when I have not changed the way I use the Internet recently.

Thankyou

[MSF]

@SteveLew_723962 Unfortunately, we cannot help you or look into anything because we are not Smarty employees and so have no access to accounts.

Firstly, check data usage in your device settings and then web chat with Smarty Support team who can access your account to check what has happened.

[SteveLew_723962]

How do I find Smarty support team webchat? 'Support' leads you to a 1000 essays but never to a customer service person who can offer help

[MSF]

@SteveLew_723962  At the bottom of this very page there is a 'Contact us" option

[Rebekah_150]

If you are still having issues finding them you can reach them here https://smarty.co.uk/contact available daily from 8am – 8pm.

[Goddess_Bastet]

The phone should have an option to show which apps have used data. Also when using YouTube any HD/UHD/4K videos will eat through data faster than SD videos so that might be a cause also.

[Shubhra_1359793]

Exactly my problem!! There is defo something dodgy going on at Smarty!  If this carries on I’m going to change providers soon. 

[MSF]

@Shubhra_1359793 While there may be some system error, it will definitely not be something dodgy.

Good luck with finding a provider who never has any issues.