Missing piggybank data

[ellis1705]

I had literally hundreds of GB data rolled into each of my 5 Sims. When the end of the month came, each had that hundreds of GB data left which should have transferred to my piggybank. Instead around 3GB when into it, in total, from the 5 Sims. My data is missing. Help!

[caesarome]

@ellis1705 

It might catchup in a day or two so if it has been longer than that this will need reporting to Sky so you will need to call them on 150 and when you do stay silent when asked anything by the bot.

[geoffw19461]

I've just had the same problem and lost about 500 gb, I have put a complaint email in but no reply yet.

[caesarome]

@geoffw19461 

The best way to register a complaint is via this online form so is this what you did:

https://www.sky.com/help/complaints

Prior to that what did they say when you called them about this issue ?

[geoffw19461]

Hi, Yes that is what I have done, I haven't spoken to anyone yet, I've rang 150 but it just says it's not possible to connect please try later.

[ellis1705]

It's never happened to me before. My unused data has always just rolled into the piggybank. I had about 100GB in my own SIM and just checked my settings on my phone that shows I used 12GB in the month so about 88GB should've went into my Piggybank.  

[MA67]

On 24 February 63gb that was already in my piggy bank just disappeared and only 25gb unused data for that month went in.  On 24 March I should have had a further 43gb in piggybank but it also disappeared. By my calculations I am missing 106gb. I have lost count of the number of agents and departments I have spoken to and had live chat with. Numerous promises of "will get back to you within 24/48/72 hours",  which has never happened, not one response. Still no success in retrieving the missing data. Absolutely appalling service. 

[geoffw19461]

A further update  on the rollover failure, I managed to get through to the  Indian call centre via 150 but that was a waste of time, he insisted I must have used all my data or it was over 12 months old which wasn't true. I asked that my sim be cancelled and he passed me over to the cancellation dept in Scotland.

The nice lass I spoke to said the same rollover failure had happened to her this month and she is trying to get it back, she has put in a form to get mine back also. She says it can take up to 5 days.

Let's hope it gets sorted and doesn't become a regular issue.

[MA67]

Re disappearing piggybank data,  I was today told by Sky:-

"This issue occurs when data is rolled on the same day on which your data rolls over into the piggybank" and that I should not roll data to SIM cards on that day and to wait until following day! 
I also have to wait until my next rollover date before it is returned to my piggybank.

It has taken 3 weeks to get this response and I now have to wait a further 10 days.

Some very very unhappy grandsons. Seems a ridiculous situation in this day and age of technology 

[geoffw19461]

I would say they are making up a different story for whoever they speak to, the truth is there is a big problem with the operation of the piggybank.

[MA67]

Re missing data:

Some of the data (66gb) was today restored, I had calculated that I was missing and owed 106gb, but I'm not wasting any more time on this, 4 weeks of phone calls/live chat has been enough.

Now waiting to see on 24th, my rollover date, if the matter has been finally resolved or if the problem will occur yet again.

[Jantaylor1]

This has also happened to me. I rang yesterday and they calculated that I wad missing 698gb which is about right.  They raised a complaint but said that department was closed as it wad Easter Monday. Whilst on the phone to them I received an email supposedly from the closed department saying they tried to call me and if they didn't hear from me they'd close the ticket. I had no missed calls or calls waiting. Maybe its a ghost calling me or through a crystal ball. I rang again today and was advised there is an ongoing issue with piggyback data and she raised the complaint again and is going to ring me tomorrow to see if they have called me. I need the data ASAP as I've got a daughter going back to University at the weekend and she can't be without data. This is a safety issue if anything happened she won't be able to contact me. I'll keep you updated with what happens.

[PandJ2020]

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@Jantaylor1 wrote:

 This is a safety issue if anything happened she won't be able to contact me. 

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(Unlimited) Phone calls and SMS do not use data...

[Jantaylor1]

I don't understand your reply.  That comment wasn't aimed at anything you've said. 

[MA67]

Hope you get a phone call back, unfortunately I lost count of the number of times I was told I would be called back,  not once did I receive a call, carried my phone EVERYWHERE! with me !