topic Re: Date usage in Mobile Data

Date usage

Versalman — Fri, 20 Dec 2024 15:50:20 GMT

Why does my bill say that my phone is almost out of its 5GB of data when the phone cannot connect to the internet?

Re: Date usage

Chris_B — Fri, 20 Dec 2024 15:53:29 GMT

@Versalman What phone is it ?

Re: Date usage

Versalman — Fri, 20 Dec 2024 16:06:39 GMT

I'm not sure, the phone is my father's (I have LPA), but it's very basic.

Re: Date usage

bristolian — Fri, 20 Dec 2024 16:33:03 GMT

If you text BALANCE to 150, what does the response say?

Anything printed on your bill is not going to be a real-time statement of your remaining allowance.

Re: Date usage

Chris_B — Fri, 20 Dec 2024 16:34:32 GMT

@Versalman Who’s phones are you talking about yours or your fathers ? And what phone is it ? Please post an image of it.

Re: Date usage

Versalman — Fri, 20 Dec 2024 20:16:12 GMT

My father has the phone (100 miles away from me), I have control over the account as LPA. I don't know the make of the phone but it's not 'smart' in any way and have never seen it.

Re: Date usage

Versalman — Fri, 20 Dec 2024 20:19:12 GMT

The phone is with my father, not me. I have control over the account as LPA, I just deal with the bills.

Re: Date usage

Chris_B — Fri, 20 Dec 2024 21:23:57 GMT

@Versalman This is going to be difficult without know what phone it actually is as no one can actually say why it’s stating that. Your the account holder and LPA is something very different.

Re: Date usage

Versalman — Fri, 20 Dec 2024 22:18:45 GMT

OK. He has a phone which he uses just as a phone, and rarely. It has no Internet access and, given his health, he could not manage to use it for that anyway. I don't see how me having LPA over his affairs comes into it; I went for the cheapest, simplest, contract but realised that it would have a data allowance. I thought it would just stay at the max figure of 5GB.

Re: Date usage

Ali_A — Sat, 21 Dec 2024 09:04:45 GMT

Hi @Versalman

The reason for asking which type of phone being used is that some smart phones still use data in the background, even if the user isn't accessing the internet directly themselves.

The bills don't show the amount of data currently used, only the amount of data available at the start of that billing month, or any additional bundles purchased the previous month.
Can you tell us where you're seeing the information that says your fathers phone is almost used the full 5GB allowance?

If you have the EE app, it's a great way to check the data allowance remaining on any line.

To put your mind at rest, If data has been used, once the allowance has ran out access to the internet will be blocked unless an additional data bundle is purchased. This stops any unexpected data charges being incurred.

Ali

Re: Date usage

Versalman — Sat, 21 Dec 2024 10:14:37 GMT

Thanks. It's on his bills, they come to me. As far as know it's not a smart
phone.

Re: Date usage

Chris_S — Sat, 21 Dec 2024 13:29:49 GMT

Thanks for letting me know @Versalman When you receive a bills, it will be for the previous month's usage.

I'd recommend giving our billing team a call, so that they can take a look into your bills a bit deeper for you, and hopefully get to the bottom of why more data is being used that expected.

To speak to our billing team, you'd just need to dial 150 from an EE phone, or 07953 966 150 from any other phone.

You can find a link to our contact is page here

Chris S