Problems with Asda mobile

misscleavage

I have a pay as you go sim Asda Mobile (run by Vodafone) I usually add £5 credit and it lasts me months. I never go on the internet via my phone. I only use it for texts and the odd phone call. On 13th of July my credit of £3.89 disappeared. When I contacted Asda mobile they told me there had been 2 outages, 1 at 3 30 am and 11 30 am and all my credit disappeared. They told me they would invesitgate and 3 months later and countless e mails later I am still in the dark about how this happened. The only thing I can think of is i downloaded the NHS track and trace app and somehow this caused the problem, however I would have thought it would use my home wifi to update. If you make a phone call your provider can tell you the number and hopw long the call lasted. Surely asda mobile can tell me what caused the outage. Anyone got any ideas?

Nebulous2

You would be best posting this in the mobile forum, here:-  Mobiles — MoneySavingExpert Forum

Or getting one of the staff to move it - they may do that anyway. 

MSE forums are very big and people with knowledge often hang out in a specific forum without visiting many others. 

[Deleted User]

misscleavage said:

I have a pay as you go sim Asda Mobile (run by Vodafone) I usually add £5 credit and it lasts me months. I never go on the internet via my phone. I only use it for texts and the odd phone call. On 13th of July my credit of £3.89 disappeared. When I contacted Asda mobile they told me there had been 2 outages, 1 at 3 30 am and 11 30 am and all my credit disappeared. They told me they would investigate and 3 months later and countless e mails later I am still in the dark about how this happened. The only thing I can think of is i downloaded the NHS track and trace app and somehow this caused the problem, however I would have thought it would use my home wifi to update. If you make a phone call your provider can tell you the number and hopw long the call lasted. Surely asda mobile can tell me what caused the outage. Anyone got any ideas?

If you switch off mobile data then your phone will only use Wi-Fi.

Asda Mobile should be able to tell you (down to the penny) what you've spent credit on.
If they can't answer, ask them to restore your missing credit.

tomla

misscleavage said:

I have a pay as you go sim Asda Mobile (run by Vodafone) I usually add £5 credit and it lasts me months. I never go on the internet via my phone. I only use it for texts and the odd phone call. On 13th of July my credit of £3.89 disappeared. When I contacted Asda mobile they told me there had been 2 outages, 1 at 3 30 am and 11 30 am and all my credit disappeared. They told me they would invesitgate and 3 months later and countless e mails later I am still in the dark about how this happened. The only thing I can think of is i downloaded the NHS track and trace app and somehow this caused the problem, however I would have thought it would use my home wifi to update. If you make a phone call your provider can tell you the number and hopw long the call lasted. Surely asda mobile can tell me what caused the outage. Anyone got any ideas?

You probably want to explain what you mean by outages? Possibly "Usage"?  If so it's a bit late now to use your phone to see what used your data in July. Asda will tell you how much data you used at a certain time but not what it was used on.  Next time it happens look up how to view what apps are using data on your smartphone and that should help you.