topic Home data usage not reflected in app or online in Mobile Data

Home data usage not reflected in app or online

Andy156 — Fri, 07 Jun 2024 19:35:21 GMT

For a number of months now the data useage on two of my mobiles on my account is not being reflected on my account either on the app or on my online account.
I have raised this issue a couple of times with EE customer services assistants and they can see within their account access that yes I am using data, however I can’t. They don’t seem to know why and certainly haven’t been able to give me an answer. How am I meant to know when one of my mobiles is low on data and may need a bit of gifting?
I don’t want to run low on data, nor do I want my children’s mobiles to run low when there is no need as I pay for enough, just need to know what we’re using via the app and online account. Any ideas?

Re: Home data usage not reflected in app or online

Leanne_T — Sat, 08 Jun 2024 07:35:38 GMT

Hi @Andy156

Thanks for coming back to the community.

When you have spoken to our mobile guides did they raise a support ticket to get the data usage not showing investigated?

Speak soon 🙂

Leanne.

Re: Home data usage not reflected in app or online

Chris_B — Sat, 08 Jun 2024 07:57:10 GMT

@Andy156 Out of curiosity does THIS show your data usage? You can’t do this when connected to WiFi it has to be cellular data.

Re: Home data usage not reflected in app or online

Andy156 — Sat, 08 Jun 2024 09:23:10 GMT

Yes they did and every time they promised to call me back I received a text message saying they were about to call and giving me a number that the call would come from immediately followed up by another text saying they had tried to call with no answer. They hadn’t as I’d been waiting for the call to come in and nothing received. Gave up with them at that point.

Re: Home data usage not reflected in app or online

Andy156 — Sat, 08 Jun 2024 09:24:36 GMT

Tried that. Turned off WiFi, turned off iCloud private relay and still not registering data useage.

Re: Home data usage not reflected in app or online

Leanne_T — Sat, 08 Jun 2024 09:37:03 GMT

Hi @Andy156

Has the data usage shown previously?

Do you have an unlimited data plan?

Leanne.

Re: Home data usage not reflected in app or online

Andy156 — Sat, 08 Jun 2024 14:48:39 GMT

Yes it did. Was always able to track my data until a couple of months ago.
I have unlimited data on two of my numbers currently. I have four numbers on my account. One unlimited data as an add on data boost and the other was mistakenly put on one of my daughters phone as a temporary addition, that should have been put on my number, as it was as a gift from EE to me for one month as I just had a birthday, but that’s another story.

Re: Home data usage not reflected in app or online

Leanne_T — Sat, 08 Jun 2024 14:52:07 GMT

Thanks @Andy156

Have you recently changed plans?

What happens when you try and view the data usage in the EE account?

Can you view the data usage for the numbers not on an unlimited plan?

Leanne.

Re: Home data usage not reflected in app or online

Andy156 — Sat, 08 Jun 2024 15:04:22 GMT

I added a new number to my account in November 2023. No changes since then.
Every month when my account renews I transfer data from one of my numbers to two of the others, which are not on unlimited data . When I do this we get the text confirming the gifting. The gifted data the shows on each of these number, both on the app and online. However as we then go through the month the data shown on these two numbers remains as that shown on the day of gifting. Although we are using data it remains saying for example 21.9gbs of 21.9gbs remaining.

Re: Home data usage not reflected in app or online

Katie_B — Sun, 09 Jun 2024 06:36:07 GMT

Does texting AL to 150 from one of the numbers show the correct amount of data remaining @Andy156?

Katie

Re: Home data usage not reflected in app or online

Andy156 — Sun, 09 Jun 2024 07:18:22 GMT

No just tried that and it states 21.4gbs of 21.4 gbs remaining so unless I’ve used nothing in the last period it is not registering the use. This is very unlikely as I’ve streamed from BBC sounds and sent and received mail etc during this time 🤔

Re: Home data usage not reflected in app or online

Patt1 — Sun, 09 Jun 2024 07:34:52 GMT

I don't know if you have tried this yet but does turning off your device s & restarting them reset your data reading usage? When I had my usage reading stagnant for 2 days even with heavy data usage, I had to shut down my phone & restart it and it showed my correct usage & continued to work properly.

Re: Home data usage not reflected in app or online

Andy156 — Sun, 09 Jun 2024 07:55:14 GMT

Have turned off my phone a few times during the months I’ve had this issue. Also carried out a software update. Still have the problem. I suggest it’s at the back end of the system where the problem sits, the EE end. I suppose it shouldn’t concern me unless I end up using the free data and having a slowed down service.