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

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

PaulRo — Tue, 11 Jul 2023 17:55:39 GMT

Sorry to hijack this thread but I am also experiencing unexplained high data usage. And I have also just upgraded to a new higher data contract. Previously I would barely use 6gb per month, whereas I have apparently used a massive 7GB in the past 24 hours. The EE app and website is saying I've used 10.3GB since the beginning of the month. I work from home on the WiFi and have not been out over the past couple of days. It's super reliable high speed WiFi and never drops.

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

Leanne_T — Tue, 11 Jul 2023 18:09:34 GMT

Hi @PaulRo

Thanks for coming here.

Which device are you using?

Have you had any software updates recently?

Leanne.

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

bristolian — Tue, 11 Jul 2023 18:24:44 GMT

Most phones have an inbuilt data counter that will itemise your data usage app-by-app.

Most "what have I used my data on" queries have their answer in this menu.

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

PaulRo — Tue, 11 Jul 2023 18:36:27 GMT

Yes I looked at that, and that's where things don't make sense. The total says I've used 10.17GB and I can see a massive spike in the usage graph (see photo), but in the app-by-app usage I've added up ALL of the itemised breakdowns and it comes to a total of 2722MB, so just 2.7GB, which is more like the sort of usage I would expect.

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

PaulRo — Tue, 11 Jul 2023 18:39:18 GMT

It's a Google Pixel 6, Android 13. And no hasn't had any software updates recently. The photo in my reply to @bristolian below shows the spike in the usage over the past 24 hours. And describes something strange where the itemised app data usage only sums up to 2.7GB, nowhere near the 10.17GB I've apparently used.

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

PaulRo — Tue, 11 Jul 2023 19:20:39 GMT

I've got the same problem. Sudden unexplained spike even though I've been at home connected to my WiFi. Usage screen says I've used 10.17GB but app by app usage only adds up to 2.7GB.

Did you get anywhere with a resolution?

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

PaulRo — Tue, 11 Jul 2023 20:48:38 GMT

@Leanne_T some more information. I've only experienced this unexplained high data usage since upgrading my EE contract a couple of weeks ago.

I've checked the history of data usage from my phone and as you can see my usage for the previous few months is flat. But for the end of June/start of July it jumps up. And this jump seems to tie in with the contract renewal on the 30th June.

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

Christopher_G — Wed, 12 Jul 2023 06:36:55 GMT

Hi @PaulRo

I recommend speaking to our Mobile Care team so they can look into this for you.

Let us know how you get on.

Chris

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

Christopher_G — Wed, 12 Jul 2023 06:37:08 GMT

Hi @PaulRo

I recommend speaking to our Mobile Care team so they can look into this for you.

Let us know how you get on.

Chris

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

JF41 — Wed, 12 Jul 2023 07:57:04 GMT

Well, mine doing same this month, yet I have used my phone less, I don’t do games or many calls, in fact this month been very quite and my Data almost gone. I getting a bit concerned now about EE.

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

PaulRo — Wed, 12 Jul 2023 08:03:53 GMT

My usage seems to have made a massive jump since I renewed my contract on 29th June. Have you renewed recently?

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

JF41 — Wed, 12 Jul 2023 08:16:42 GMT

No, ours was the BT change over to EE through BT, so that was 5mnths now, not happy with them at all.

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

PaulRo — Wed, 12 Jul 2023 09:04:23 GMT

@Christopher_G thanks. I spoke to the team through chat and sounds like something is definitely amiss somewhere. They said they have checked the history and are saying I have used 6GB of YouTube data from the 10th-12th July. I know for a fact this cannot be the case as I don't use YouTube much, especially when I'm out of the house.

I've checked two other sources of data usage history. The one on the phone App Data Usage says I've used 461MB of YouTube mobile data since 2nd July:

And then YouTube itself reports hardly any usage on the 10th, and around 45 mins on the 11th (but I was at home all day so that would have been WiFi data anyhow):

So something is certainly off.

Seems I'm not the only one with this issue. I noticed this thread has a similar issue:

https://community.ee.co.uk/t5/Mobile-Data/Phantom-data-usage/td-p/1265590

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

PaulRo — Wed, 12 Jul 2023 09:06:23 GMT

If you call or chat to customer services they can check what app the bulk of the data usage is coming from. They said I've used 6GB of YouTube data in 2 days, which I know for sure is not the case as I don't use it much. Something is wrong with their systems or we are being scammed out of data.

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

Caz866 — Wed, 26 Jul 2023 19:07:30 GMT

Yes. I have 21 months left in a new 24 month sim only contract. It's happened on 2 of the 3 months so far.

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

jayne-the-weed — Wed, 26 Jul 2023 20:15:41 GMT

Have they sorted your problem out?

I am still trying to deal with it through chat after a failed

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

PaulRo — Thu, 27 Jul 2023 01:02:31 GMT

I got given free unlimited data this month to fob me off as they say YouTube is the cause of the data usage even though I hardly use it. I suspect I'm going to go over my tariff again and run out of data next month.

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

lubru — Sat, 16 Sep 2023 11:37:00 GMT

Hi all on this thread, same here, EE is saying I have used 1.4GB a day I was mostly on wi-fi, no phone updates on that day either. They say they cannot see the breakdown as they are 'unclassified'. Phone usage breakdown gives a much lower total data usage. It is something that happened to me in September and also back in June. I can see this is happening to a few of us, so it must be a glitch or something in EE's system...!? Lucia

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

Lesley1958 — Sat, 16 Sep 2023 11:53:42 GMT

I've had this happen 3 times, with BT Mobile which uses EE network, May, June & August. So far this month all good but I do have a new phone as BT Executive Complaints suggested it could be my phone. When it happened in August, Executive Complaints were able to see when I supposedly used the data and they said it was very odd as it showed my phone connected to the mast at 12:50am through to 12 noon the following day, seriously who is on You Tube for nearly 12 hours all through the night and more so when data was 100% turned off and You Tube had been disabled since it happened in June. I made them aware of the sheer volume of customers on BT Mobile & EE that are having the same issue. Everyone gets told the same thing, that its excess You Tube usage which in my case is nonsense as 10 mins tops in a week as I allow my granddaugher some nursery rythmns etc. but only ever at home on wifi. Some users on this thread have been told that EE are aware of an issue whereby You Tube is taking double or more data and some have had their data given back. The fact that EE staff monitor this Community Forum (Leanne T) you would one of them would take ownership of this issue and get to the bottom of it, if not EE & BT Mobile will be losing customers.

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

James_B — Sat, 16 Sep 2023 11:56:50 GMT

Hi @lubru and @Lesley1958,

Sorry we can't access you account via the community forum.

Our Technical Support Team are best placed to look into this for you.

Thanks

James