topic Re: All data gone overnight in Mobile Data

All data gone overnight

McDark — Thu, 15 Jun 2023 10:52:26 GMT

Something strange happened overnight. I got a text from EE at 2:19am telling me I'd used 80% of my data. Then at 3:23am, all my data is gone. All this while I'm asleep in bed.

I have an iPhone with OS fully up to date. WiFi is available for any background data use. I do not use any auto backup services. Nothing has changed on this phone for weeks.

I am on EE PAYG with a weekly talk pack and many year's worth of boosts up to 1.3 gb a week. I'm a light user with barely a fraction of that used in a typical week. It renews on Sundays.

So all this said, it is bizarre that all this data would just disappear overnight.

I have looked at the battery usage stats on the iPhone, and overnight shows a typical low power use. Nothing out of the ordinary running. Just the usual periodic auto-checking of email. Certainly nothing that would explain any untypical background data usage.

So could this be something amiss at EE's end?

Re: All data gone overnight

Christopher_G — Thu, 15 Jun 2023 12:53:37 GMT

Hi @McDark

Welcome to the community.

Has your WiFi connection been OK? If you go to Settings > Mobile Data and scroll to the bottom, is 'Wi-Fi Assist' enabled?
Chris

Re: All data gone overnight

McDark — Thu, 15 Jun 2023 13:09:57 GMT

No. WiFi assist is turned off. I turned that off a long time ago.

Obviously I cannot vouch for my wifi overnight. If it did go down, it certainly wouldn't be the first time. But it's never chosen that time to suck up 1.3 gigabytes of data in one go before. I cannot think of anything I would ever do that would. I'd probably use maybe a tenth of that in a typical week while actually in use, so it's odd how it's used all of it over one night while not even being used.

Re: All data gone overnight

Christopher_G — Thu, 15 Jun 2023 13:13:10 GMT

It does seem like it would be a bit of a coincidence, but it's possible that there was some kind of update that went through when not connected to your WiFi, @McDark

It may be worth resetting the mobile data counters there in your mobile settings and monitor this. I'd also recommend speaking with our Mobile Care team so they can check everything from our side.

Chris

Re: All data gone overnight

McDark — Thu, 15 Jun 2023 13:25:17 GMT

It would not be an update. I have all auto-updates turned off. And my iPhone OS is already fully up to date anyway. And the focus setting was set to 'sleep', so it should have been doing nothing more than tickover. Which power usage stats appears to confirm.

There was nothing on the data counters to suggest anything I wouldn't have expected, but I've reset them. But of course that's not much use now as I have no data left and it won't reset until Sunday.

About calling the mobile care team, is that call included in my minutes?

Re: All data gone overnight

Christopher_G — Thu, 15 Jun 2023 14:01:00 GMT

Thanks for confirming, @McDark

It's 25p per call to call 150 on pay as you go. The team will be able to check your account to try and figure this out.

Chris

Re: All data gone overnight

Caz866 — Fri, 23 Jun 2023 17:14:11 GMT

Hi mate, I've had a similar issue. My data was, according to EE, used up by YouTube. This does not show on my data count, and the app has been disabled for months. I have been told that I am wrong in saying that I didn't use the said data and that I am effectively a liar. I am now being offered no further support.

Re: All data gone overnight

Christopher_G — Fri, 23 Jun 2023 17:28:36 GMT

I'm sorry to hear that your data has been used up, @Caz866.

What device are you using?

Chris

Re: All data gone overnight

Caz866 — Fri, 23 Jun 2023 18:15:28 GMT

It's a Google pixel 4a

Re: All data gone overnight

James_B — Sat, 24 Jun 2023 06:49:00 GMT

Hi @Caz866,

Could the app have installed any updates or downloaded any saved videos?

Do you connect any devices to your phone's hotspot?

James

Re: All data gone overnight

Skellers — Sat, 24 Jun 2023 06:49:25 GMT

Exactly the same thing happened to me on a Samsung S21 Ultra. Also told it was YouTube, which I don't use. I ensured the system and all apps were up to date, turned off mobile data and all data has disappeared again overnight with mobile data turned off while connected to WiFi????

Re: All data gone overnight

thomasjpower — Tue, 18 Jul 2023 05:00:58 GMT

Same thing has happened to my phone. I received the 80% then 100% data warning texts during the night. I then gifted data from another plan and the same thing happened the next night.

My phone has used about 5GB of data but EE claim I've used 30GB. I've never exceeded 10GB before and this claims I used 20GB in a day. I have updates turned off, I don't stream music or film. Definitely some glitch in the EE system it's ridiculous in this thread and several others EE don't look to be owning up to it.

Re: All data gone overnight

Leanne_T — Tue, 18 Jul 2023 06:31:52 GMT

Hi @thomasjpower

Which phone are you using?

Are you connected to WiFi at home?

Leanne 🙂

Re: All data gone overnight

gizmo67 — Tue, 18 Jul 2023 07:54:12 GMT

I have just had the same experience on my daughters phone - she never uses all data 25GB but it has all gone within 6 days - I am on a call with EE. I have been told it is U tube! She doesn't use this! I am hoping they can sort this out!

Re: All data gone overnight

dickytwo — Tue, 18 Jul 2023 10:50:17 GMT

Add me to the list. 4GB used when out and about when I didn't even do anything. Apps usage says they are using negligible data. Spoke to someone this morning and they now say they have had enough calls from people on this issue to investigate.

Re: All data gone overnight

gizmo67 — Tue, 18 Jul 2023 11:42:30 GMT

When i called them they reinstated her data straight away!

Re: All data gone overnight

Caz866 — Wed, 19 Jul 2023 14:34:36 GMT

Google pixel 4a

Re: All data gone overnight

Caz866 — Wed, 19 Jul 2023 14:34:58 GMT

Re: All data gone overnight

Caz866 — Wed, 19 Jul 2023 14:36:40 GMT

Oh they reinstated mine too. However, that doesn't explain why it's happening. I've had it twice now

Re: All data gone overnight

Caz866 — Wed, 19 Jul 2023 14:42:00 GMT

I seriously hope they do investigate. I didn't appreciate being told I was lying.