Cant rollover data and in desperate need of data

[Darren+Bunn]

Hi all

I have an ongoing issue with sky in which rolling over data doesn't work anymore - although it leaves the piggybank each time.

I had another phone call to sky yesterday in which I was transferred to SEVEN different agents who all promised to help but didn't.

They're saying I have a booster still attached to my broadband which was cancelled last year when I moved broadband and TV away from sky because of very poor service. 

However, after being transferred to the broadband department yesterday they claimed I do not have a booster attached to my account preventing the data rollover.

The problem is I am desperate to get this sorted because we are on holiday and we need data for security as our son likes to go off with his friends.

Can I buy data to add on in the meantime?  How would I do that?

I'm loath to call sky again.  Every call is an hour long and I keep getting passed around.

Alternatively how long would it take to move to another provider?  I may just do this and be done with sky.  Customer care is absolutely appalling.

Thank you in advance. 

[caesarome]

A booster being connected to your broadband shouldn't be causing this issue.

Can can change your data package anytime via the MySky app, the upgrade should then go through more or less straight away.

[Lgarnham]

I'm having the same issue today. I'm not sure if this is a widespread issue. I've used all my data for the month and have tried multiple times to roll data to my SIM today. I've done this plenty of times in the past without issue. But today, when I roll data it reduces the balance in my piggy bank but doesn't get added to my SIM. So my SIM still has no data but I've lost about 10GB from my piggy bank. It's just disappearing!

Is anyone else having this issue (or has experienced it in the past)?

I haven't been able to speak with anyone from Sky today yet.

I'm currently on WiFi (obviously) but as soon as I leave the house I have no data despite having nearly 200GB sitting in my piggy bank! Very frustrating.

[Darren+Bunn]

Thank you.

I've purchased a new plan although it's not showing in My Orders and the extra data isn't showing on our SIMS either yet. 

[Darren+Bunn]

This is a well known issue because I've been on WiFi and have googled it.  There are posts going back to 2022 with comments that Sky are due to fix it.....

However this started for us around November 2023. 

I'm moving away from Sky when we're home from holiday.  The entire company is a shambles these days.   

My neighbour has been popping in to look after our cat while we're away and apparently there's a package arrived from Unipart Logistics for me.  This is to return the booster box they keep talking about.   I returned the broadband and booster box last summer!

It's incredible how quickly they delivered that to me (I rang them yesterday), but they can't fix the data rollover!! 

[caesarome]

---

@Darren+Bunn wrote:

I've purchased a new plan although it's not showing in My Orders and the extra data isn't showing on our SIMS either yet. 

---

Did you make sure the plan is applied to your current sim because if you didn't what you might have done is ordered another sim which would mean paying for another sim. Call Sky on 150 if you want this looked into.

[Darren+Bunn]

I clicked on it through the SIM and upgraded the plan that way, thats got to be the right way..  Let's see what a mess up sky can make of it. 

[HelenandOlivia]

I've been having the same issue with my daughters sim today. She ran out of data so I rolled over 5gb from my piggy bank to her sim and I got the email confirming it had rolled, it showed on my Sky app but when she tried to look it wasn't there....then it disappeared off my app too! 5gb gone within minutes! Something wrong here Sky!

[caesarome]

For reasons unknown @HelenandOlivia it can sometimes take a little while to show up so I would roll it over again and keep an eye on it over the next few days and if by Monday it hasn't shown up give Sky a call on 150 so they can look into this for you.

[63johnw]

Hi @Darren+Bunn @HelenandOlivia @Lgarnham  I had to call sky yesterday and whilst on hold there was a recorded message stating they are having an issue with rolling data from piggybanks and are working on the issue. 

[HelenandOlivia]

@caesarome thanks but it did show for about an hour then disappeared again without having used it much so wasn't just that it hadn't loaded as she'd been able to start using it then it came back off! I rolled some more on and seemed to make it work again but lost out on 5gb of my piggy bank.....

[HelenandOlivia]

@63johnw thanks! I tried calling them but it didn't get through before they shut. Didn't hear any messages when on hold, shame as I could've saved my time waiting to not get answered!!! Sounds like lots of others might've been complaining too and that's why the lines were busy!