topic Missing data in Sky Mobile

Missing data

Anne651 — Wed, 22 Jul 2026 16:47:24 GMT

I had 239gb data on my mobile

Got 2 new phones used 50gb data on each total 100gb data

When i wentvto check i have 39 gb data . 100gb data missing . Tried calling sky customer services. Impossible just this robot that does,nt listen really frustrating !!!!!!!

Re: Missing data

63johnw — Wed, 22 Jul 2026 16:50:41 GMT

Hi @Anne651 have you checked the useage in the piggybank section of your account. Unused data now expires after 12 months so it could be you also had data expire as well as traded in ?

Re: Missing data

Anne651 — Wed, 22 Jul 2026 16:55:03 GMT

No i haven,t sorry

But when i spoke to customer service on Monday i asked her if i would lose my piggy bank data and she said no. Never told me you lose it after 12 months ?

Re: Missing data

Daniel0210 — Wed, 22 Jul 2026 16:58:35 GMT

@Anne651 wrote:

Never told me you lose it after 12 months ?

@Anne651

Data in your Piggybank used to last for 3 years. It's now 12 months. So now at each billing date any data over 12 months old is removed. Your bill should show this transaction.

Customers were made aware of this change in the April 2024 price change letters/emails but it came into effect in the summer of 2025 which may be why quite a few customers forgot it was going to happen.

Re: Missing data

PandJ2020 — Wed, 22 Jul 2026 17:06:48 GMT

@Anne651 wrote:
No i haven,t sorry
But when i spoke to customer service on Monday i asked her if i would lose my piggy bank data and she said no. Never told me you lose it after 12 months ?

Here's the announcement from the email: (It was part way down so could be overlooked)