topic Excessive data usage in just 12 hours?!! in Mobile Data

Excessive data usage in just 12 hours?!!

MahB — Tue, 11 Jul 2023 13:51:35 GMT

Hi,

Restart for my data usage is on 11th of each month which is today (11th JULY 2023)

Today for the very first time I checked my data usage in my EE app and was shocked to see that I've already used 1.5 GB??

I was/am at home connected to my high speed wi-fi at so I decided to phone and ask why?

The person who answered my call couldn't provide any answer regarding my usage for the last 12 hours but had a look at my previous bill and blamed my instagram/ youtube and SKYPE that working in a background and using loads of data for whatever

The problem is that I don't have SKYPE, I never had SKYPE and most of the time I'm at home working from home and am connected to high speed wi-fi that I pay a lot for, therefore have no doubt that at least my wi-fi works really good ( I'm using my mac book /watch TV among so many other things 24/7).

Anyway I disconnected all my apps from EE data to see what other excuses they have?!! The only reason I got the 10 GB per month was the fact that for the very first two years that I was with EE I used max 2 GB every month which means I used max 50GB for TWO YEARS and now since I've started my contract I'm using more that 80% of my data.

I'm very very unhappy and don't except the blames on my phone which btw is a new IPHONE 13 pro max, anyway If you have any similar experience or suggestion please share. Many thanks

Re: Excessive data usage in just 12 hours?!!

Leanne_T — Tue, 11 Jul 2023 15:37:50 GMT

Hi @MahB

Thanks for coming here.

Has you WiFi disconnected at anytime since you have been at home and your data has been used?

Do you have WiFi Assist turned on? Please see the About Wi-Fi Assist - Apple Support page for information on WiFi Assist and how to check if this is set up.

Leanne 🙂

Re: Excessive data usage in just 12 hours?!!

MahB — Tue, 11 Jul 2023 16:03:32 GMT

YES, always. The wi-fi assist is on by default.

Re: Excessive data usage in just 12 hours?!!

Leanne_T — Tue, 11 Jul 2023 16:05:01 GMT

Thanks @MahB

If the WiFi drops, this would use data, it may be worth turning this off and see how you get on with the data usage.

Leanne.

Re: Excessive data usage in just 12 hours?!!

MahB — Tue, 11 Jul 2023 19:52:39 GMT

Yes, I had software updates couple nights ago.

Re: Excessive data usage in just 12 hours?!!

dickytwo — Mon, 17 Jul 2023 19:27:37 GMT

One of my phones is doing the same. Unexplained data usage (operator data usage, apps show hardly anything being used) and I am on the verge of moving providers. Will be speaking to EE tomorrow and if no further forward, I will be moving.

Re: Excessive data usage in just 12 hours?!!

Lesley1958 — Thu, 24 Aug 2023 07:58:33 GMT

Hi - did you get any further with EE on this matter, I only ask as I have had similar with BT Mobile on 3 occasions, they blamed it on YouTube usage so I disabled it and it still happened, oddly enough its happening when data is 100% turned off. They then said it was my phone so I purchased a new phone which I've used since 3rd August. My billing cycle refreshes tomorrow, as of this morning my phone "data usage" says I've used 532MB this cycle, BT say I've used 5.25GB with 4.77GB of the that overnight on You Tube, none of this makes sense.

Re: Excessive data usage in just 12 hours?!!

Leanne_T — Thu, 24 Aug 2023 10:33:38 GMT

Hi @Lesley1958

I would suggest getting back in touch with BT to get this looked into and to see what they can do to help with the increased data usage.

Leanne.

Re: Excessive data usage in just 12 hours?!!

Lesley1958 — Thu, 24 Aug 2023 11:11:16 GMT

Hi Leanne - on all 3 occasions this has happened to me I have spent untold hours on the phone to BT. I eventually managed through "help a friend" to get it escalated to Executive complaints. They again said it was You Tube usage but it was very odd as it shows I connected to data at 12.50am through to 12 noon following day which is just ridiculous and even more so as data was off at the time. I did ask them to look on community forum as so many people having this issue. I'm not sure they did, so you can imagine my surprise when I find same issue all over EE forum too. Only difference with EE is that one post about excess data resulted in customer being told there was an issue with You Tube recording double or even more data, that EE was aware of and customer was subsequently given the 40gb of data back. I find it unbelievable that EE are aware of an issue but BT mobile aren't when they use EE network and are both part of BT group. I was told it could be my phone so I purchased a new handset. I wait with interest to see if this still carries on. Any help you can offer would be appreciated. Thanks

Re: Excessive data usage in just 12 hours?!!

Leanne_T — Thu, 24 Aug 2023 13:26:26 GMT

Sorry w have no account access on the community, if this has continued after speaking to the executive team please get back in touch with BT @Lesley1958

Leanne.

Re: Excessive data usage in just 12 hours?!!

Lesley1958 — Thu, 24 Aug 2023 14:43:38 GMT

I completely understand Leanne, I'll go back to BT again as Executive Complaints advised me to do that should the issue continue, only time will tell if it does, but in the meantime if you are able to corroborate what user Trina6466 was told by EE, which was that EE were aware of the You Tube data issue. Armed with this info I can confidently go back to Exec Complaints and ask them to dig further as I cannot believe so many people on BT & EE are experiences the same issue, being told the same reason and it all being down to faulty phones. Thanks

Re: Excessive data usage in just 12 hours?!!

MahB — Thu, 24 Aug 2023 16:36:57 GMT

Unfortunately not. Although I've made a proper complaint and someone phoned
me, she couldn't provide any simple answer to my questions and said they
have "no idea" how I used all that data within a few hours?? Talking to
them is a complete waste of time, instead I turned off my data & used it
when I'm out of my house & really need it.

Re: Excessive data usage in just 12 hours?!!

Lesley1958 — Thu, 24 Aug 2023 17:20:21 GMT

Sounds exactly like the brick wall I have also hit with BT, including the exec complaints group. On the BT Community Forum, all excess data usage gets blamed on You Tube usage. I'm not letting this drop until I have some answers as clearly there is an issue.

Re: Excessive data usage in just 12 hours?!!

dickytwo — Wed, 30 Aug 2023 07:38:23 GMT

Same for me, I've just got a PAC code as registered this with EE 2 months ago. They admitted there was an issue for some customers and had given it to their IT guys to look at.

Now, looking at my phone, 12GB got used in the space of a day or two and I'm on 'emergency data'. There is no ticketing system with EE for support calls, no contact from them to update me so that's it. I'm leaving. Shame really.

Re: Excessive data usage in just 12 hours?!!

Leanne_T — Wed, 30 Aug 2023 09:22:10 GMT

Hi @dickytwo

I am very sorry to hear this.

To get an update from the ticket raised, please try calling us again on 150 and the team will be happy to help.

Leanne.

Re: Excessive data usage in just 12 hours?!!

dickytwo — Mon, 04 Sep 2023 20:00:54 GMT

They are always happy to help, but nothing happens. They tell me that they are aware of the issue, then give me no ticket number, no call back (they don't even to offer to update me on the problem) and the next month my data is gone in a couple of days. I've now moved away to a Vodafone reseller and the problem has gone. What does that tell you?

Re: Excessive data usage in just 12 hours?!!

Lesley1958 — Tue, 05 Sep 2023 08:12:01 GMT

BT Mobile always deny there is a problem their end and suggested it was my phone. Out of interest, when EE say they are aware of an issue, what have they said the issue is. A few users on here have said EE admitted that for You Tube at least it appears to take double of more data, would be like to know what you were told so I can go back to BT with it being as its the same network provider. Thanks

Re: Excessive data usage in just 12 hours?!!

dickytwo — Tue, 05 Dec 2023 19:20:07 GMT

Delayed response but the 1st guy said my call was the 'straw that broke camel's back' as they had a few calls on it. But ongoing calls just proved this was not true as they just treated me like I was an idiot and it was my fault. Blamed it on Youtube.

Like I said, I've moved that number and the problem disappeared immediately. If my other 2 numbers with EE exhibit this issue, I will leave immediately on those too.

Re: Excessive data usage in just 12 hours?!!

Lesley1958 — Tue, 05 Dec 2023 23:16:01 GMT

I gave up with BT Mobile in the end, it even went as far as High level complaints, but still no joy so I parted company with them and switched to 02.

Re: Excessive data usage in just 12 hours?!!

els220 — Sat, 07 Dec 2024 16:11:58 GMT

Yes WiFi is on...this is unusual...I don't use as much for the whole month