topic Re: Data gone in couple of days - operator data usage in Mobile Data

Data gone in couple of days - operator data usage

TimAhKin — Tue, 25 Jul 2023 08:29:53 GMT

This morning I received a message that all my data is used.

I've been on Wi-Fi since Wednesday (19th) last week.

On Friday (21st), I checked my balance and had 10.2 GB remaining. I checked my app data usage and I cannot see anything that amounts to 10 GB used while on mobile data. In the past few years, I rarely used half of my data allowance, which is around 12 GB a month.

I can see the jump in the data usage, but no app used that much. What's remaining is operator data usage. Can someone please clarify what's happening?

Thank you.

Re: Data gone in couple of days - operator data usage

TimAhKin — Tue, 25 Jul 2023 08:18:00 GMT

I have the same, not sure what's happening. On Friday I had 10 GB left, and till today I was mostly on Wi-Fi.

This morning I have 0 data left, while on Wi-Fi.

App data usage doesn't amount for all this missing data, but it says that data used by operator networks is excluded, so what's going on?

I can't see the missing data.

Re: Data gone in couple of days - operator data usage

LeoDowning — Tue, 25 Jul 2023 10:30:34 GMT

I have had the same issue this month. I'm on the 35GB package and about 30GB was gone within only a few days. My top app for usage didn't even hit 1GB and I don't use many other apps. I rarely use all of this data. I've had to purchase a top up now, as I'll be going on a trip later this week with no WiFi. Any advice appreciated!

Re: Data gone in couple of days - operator data usage

Leanne_T — Tue, 25 Jul 2023 10:58:10 GMT

Hi @TimAhKin @LeoDowning

Thank you both for coming to the community.

I would suggest getting in touch with our tech gurus on 150, they will have access to your accounts to see what could have caused this and be able to help you further.

Thanks 🙂

Leanne.

Re: Data gone in couple of days - operator data usage

Morag7S — Tue, 25 Jul 2023 12:24:21 GMT

Sorry to jump on yours, similar for me, 47.3 GB bought PAYG on 19th July, 25GB gone by 21st and remaining boosts finished by 5pm on the 22nd. All the data appears to have disappeared whilst I was at work and when asleep. No WIFI so no updates allowed. Hijacking work WiFi to see what's going on, anyone know?

Re: Data gone in couple of days - operator data usage

Leanne_T — Tue, 25 Jul 2023 12:40:26 GMT

Hi @Morag7S

Can you text BALANCE to 150, and let me know the full reply?

Have you had any software updates on your device recently?

Leanne.

Re: Data gone in couple of days - operator data usage

TimAhKin — Tue, 25 Jul 2023 12:59:12 GMT

I contacted the support at 150.

They were helpful and noticed that something was wrong. They can see that the mobile data disappeared, but couldn't tell me what exactly consumed that much data.

Root cause for this issue was not identified while on the call with them, but it looks like an issue on EE's end.

Re: Data gone in couple of days - operator data usage

Morag7S — Tue, 25 Jul 2023 13:54:38 GMT

Hi Leanne,

I went to the EE shop and the chap said the same thing. Even he got confused and mept telling me it was grnuine data useage, but whilst I'm asleep? I have no WIFI at home and notifications are silenced. I have sleep activated from.10pm.

Thanks,

Your current balance as of today 14:16 is £0.00. You have unlimited minutes and unlimited texts remaining until 19/08/2023 for your £15 Pack. Your remaining data includes of rolled over data. Your last top up was £15.00 on 19/07/2023 at 15:03. For more info on your packs, add-ons or free boosts, go to MyEE. ee.co.uk/myee

For info on our other Text Services, reply HELP or go to ee.co.uk/textservices

Re: Data gone in couple of days - operator data usage

Katie_B — Tue, 25 Jul 2023 14:39:45 GMT

Thanks for getting back to us @Morag7S.

Have you been able to contact our technical care team regarding this?

Katie

Re: Data gone in couple of days - operator data usage

LeoDowning — Tue, 25 Jul 2023 19:31:18 GMT

Hi Leanne, thank you so much for getting back to me. I contacted the tech gurus and they were excellent help.

Others on this thread may want to know that the tech help was able to identify it was YouTube that was using my data (all in one night!), although it was not showing on my phone's data management tab. I don't know if this has happened to others.

Thanks all 😊

Re: Data gone in couple of days - operator data usage

Leanne_T — Wed, 26 Jul 2023 07:17:01 GMT

Thanks for coming back and letting us know @LeoDowning

Leanne 🙂

Re: Data gone in couple of days - operator data usage

Caz866 — Wed, 26 Jul 2023 19:04:54 GMT

There are now lots of forums on here, each with dozens of complaints saying exactly this. It's happened to me twice, apparently YouTube which has been disabled and force stopped on my phone. EE just keep saying that I used the data, on my phone on YouTube. Therefore I'm effectively lying . This is truly unacceptable EE

Re: Data gone in couple of days - operator data usage

jayne-the-weed — Wed, 26 Jul 2023 22:15:10 GMT

I've spent half an hour on the phone and another 2 hours on chat and they said the same to me. I used YouTube, Facebook, and FIFA. I don't do those apps for more than 10 minutes in a month. I'm not a Facebook fan, I never post on there, so no uploads of photos. I spend at least 50% of my time using the phone in a broadband location.

I've never used FIFA in my life. They won't tell me how much data my FIFA use supposedly was, or how much i used on FB or YT. I know i watched one video this month - and it was a few minutes long. My phone is reporting a couple of mb for youtube and a couple of hundred mb for Facebook - none for FIFA, oddly enough. I've got 8gb reported for July so far - not the 20 GB they say was used. Like the rest of you here, i was asleep when the data was used (at least the last 20% or 4gb) and like most of you, my usage has been nowhere near what they're saying I've used. In fact, I did use 8gb this month, but my average (according to EE) is 5.75 GB a month. I just migrated over from BT last month. I wish I hadn't bothered.

23 months to go with this - I hope it's not a recurring problem. No data, and no one sensible to talk to at EE.

Re: Data gone in couple of days - operator data usage

Caz866 — Wed, 26 Jul 2023 22:19:11 GMT

I seriously hope we all get recompense for this mess from EE, eventually

Re: Data gone in couple of days - operator data usage

SteveAd — Thu, 27 Jul 2023 00:59:47 GMT

I had a similar issue, loads of data disappeared, over ten gig a day and no obvious reason why and eventually I had too top up my data and limit my data usage

I will need to contact EE about this

Re: Data gone in couple of days - operator data usage

James_B — Thu, 27 Jul 2023 06:43:21 GMT

Hi @SteveAd,

Welcome to the EE Community. 🙂

Please get in touch with Technical Support so a member of the team can take a look at this for you.

They'll be happy to help.

James

Re: Data gone in couple of days - operator data usage

Morag7S — Thu, 27 Jul 2023 08:17:29 GMT

Hi Katie,

No, the person in my local EE shop told me it was free but it clearly states PAYG customers pay 25p per minute to call, as I had no data left, it meant I couldn't call as I "had insufficient funds" I had to buy more data and I've been busy at work so not had an opportunity yet.

This, like some of the other OPs has happened to me twice, first time I accepted, even if the data went whilst my phone was inactive and I have no uodates without logging into WIFI. I do use my phone a lot as it's my only source of internet but to say I've used 47.3 GB in 3 days is not feasible.

As this appears to be a continous issue with lots of people, using different makes and models, all experiencing the same problem, then it is obviously an EE fault and simply telling us we're using YouTube or other apps is not addressing the concerns we've expressed, which is unacceptable. There is more than enough information given to investigate this, particularly if people are being told they can see there's an issue but not why it's happening.

Re: Data gone in couple of days - operator data usage

James_B — Thu, 27 Jul 2023 08:24:02 GMT

Hi @Morag7S,

Our Technical Support Team are the right people to help you with this.

They'll be happy to take a look when you get in touch.

James

Re: Data gone in couple of days - operator data usage

TimAhKin — Thu, 27 Jul 2023 12:09:23 GMT

This is clearly an issue on EE's end. I don't have Facebook installed on my phone, I don't game and I don't use YouTube.

The technical support team tried to help, but in my case they couldn't find what used all my data.

I'm on PAYG for almost 10 years now, and it looks like only PAYG customers are affected.

We may never find out the root cause, especially if this was done by mistake.

Re: Data gone in couple of days - operator data usage

James_B — Thu, 27 Jul 2023 12:36:10 GMT

Hi @TimAhKin,

Did technical support raise a support ticket as they were unable to resolve the issue during your conversation?

James