Lost data.

[Als01]

I had previously had about 35gb of data. My data was updated today and gone back to 16gb. The 35gb has gone. I checked my usage and it is saying I used 35gb on the 8th of this month, which is impossible as I was on wi-fi all day. Any ideas? 

 

[caesarome]

All you can do @Als01 is to call Sky and report it to them on the free 150 number so they can look into it for you.

When you were on Wifi on the 8th did you have mobile data turned off via your device, if so let them know that it was off.

[Chloe-W22]

Hey @Als01 ! Welcome to the Sky Community forum, where customers like you are on hand 24/7 (almost) to offer some fantastic advice and help on all things Sky-related. 

Just to add what @caesarome has posted your piggybank data will expire after 3 years if unused, see here for more information. 

If you think there's a mistake you don't need to call we do have Community Messaging agents on the forum who can take a look for you, let us know if you need to speak to them.

[Als01]

Hi, could I have some help please? There has definitely been a mistake as I've only had the phone a few months with Sky. 

[caesarome]

@Als01 

To get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to a few hours to be contacted via this.

This link explains how this works:
https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you have 48 hours to respond or it will be automatically closed. This isn't a live chat so replies are not instant.

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to Als01.

[Lisa-P1987]

Update - Spoken to @Als01 unfortunately due to no password on the account and not being the account holder, we could not access the account to support on this occasion.