I have spent five days going back and forth with various members of the EE tech team trying to resolve this issue. On 15th May I set up my new portable WiFi at work. This was a new contract to replace my old one as it was the best way to save money and ensure that if the router stopped working it would covered under warranty. Previously my average monthly usage has been 3-4GB, so the contract has 5GB of data.
Within three days the 5GB suddenly disappeared and I had no data. Thought nothing of it and gifted 5GB from my mobile plan. 24 hours later that had gone too, on a weekend, when I wasn't at work and nothing was connected to the router as my laptop was at home with me.
I called the EE tech team and was told they were aware of a problem with routers eating data and it would be fixed. They added a further 20GB to the account.
The following day the data was still going down while nothing was connected to the router. I called again, did a hard reset on the router, further data was added to my account and the woman I spoke to agreed to call me to check in four days later.
After two days, I was down to just 1.8GB remaining. My average daily usage is 30-40 minutes and I just download documents totalling about 40MB and check emails. Very low data usage, no social media, no video streaming. So I called again. My usage log was pulled up. Netflix, You Tube, TikTok, Snapchat, Amazon, various Apple services (I have Android), starting in the evening until the early hours and often also at 6-7am. None of these were me. It was suggested that someone was sitting outside my office using my router. If you saw where the office is you would realise how impossible that is. But no, supervisors were adamant someone had guessed the router password or had broken into my office. The password was changed and a callback agreed for the next day.
That was yesterday. I had turned the router off when I saw the data going down at the rate of roughly 1GB an hour again, and yet it continued. By the time I spoke to the tech team again, another 8GB had gone. Once again, the supervisor was adamant someone was physically connecting to the router. They must have had access to the office (and clearly my brain too seen as the password was changed to something only I knew). I was to do another hard reset and change the password again. The adviser was not authorised to cancel the SIM and reissue it. More data was added to my account but it is maxed out now.
Since that phone call yesterday, the router has had the SIM card removed and have remained switched off. I also brought it home with me. There is not a chance anyone can connect to it. Yet despite that, another 4GB has come off my account. I have another call today, the person I spoke to four days ago, and the person I spoke to yesterday will be calling me tomorrow.
I am at a loss. At this rate I am going to go into work on Tuesday and have no data to do my job. Over 50GB has been used in 11 days. One important thing to note is that when I opened the router, the security seal was broken. The bag was intact and as it was a flimsy box I assumed it must have been damaged in transit. Now, I actually think that the person who put that router into the bag, opened the box and has cloned the SIM card inside before sending out.
Has anyone had any experience of something similar?
