topic 5G broadband router says I’m out of data in EE app and website

5G broadband router says I’m out of data

troot81 — Mon, 05 Feb 2024 22:24:50 GMT

I’m supposed to have 500 GB of data. Suddenly tonight the router says I’ve used up all my data. In 20 days of my billing cycle. I have never once hit the data limit in 13 months of owning this router. Now after 20 days it’s trying to tell me I’m out of data…that’s 25 GB of data every single day for 20 days. Days when I was at work. Days when I wasn’t in the country. Somehow EE wants me to think I’ve used 25GB every day.

And of course I lost my chat with customer service because, wouldn’t you know it, the EE is “undergoing last minute maintenance.” How does EE just turn off their app? It’s insanity. No one else randomly makes the app unavailable.

Data suddenly shut off and no app access. Great work, EE. Bravo.

Re: 5G broadband router says I’m out of data

James_B — Tue, 06 Feb 2024 08:20:49 GMT

Hi @troot81,

Welcome to the EE Community. 🙂

Your data usage is tracked over your full billing month so it doesn't necessarily mean you've used 25GB each day, just 500GB in total.

What do you tend to use your data for? Some activities, such as streaming high quality video can use data much faster than activities such as web browsing and music streaming.

James

Re: 5G broadband router says I’m out of data

XRaySpeX — Tue, 06 Feb 2024 11:52:35 GMT

If days you weren't in UK but in EU you could well be using data.

Re: 5G broadband router says I’m out of data

troot81 — Tue, 06 Feb 2024 19:38:56 GMT

No, mate, I wasn’t toting my 5G Smart Hub around with me.

Re: 5G broadband router says I’m out of data

troot81 — Tue, 06 Feb 2024 19:40:12 GMT

Yeah that was an example of how much data one would have to use on average.

I called today and the tech support agent looked up the usage and agreed it was an error. He attempted to reset my data but it clearly hasn’t worked so I have no home internet. Thanks, EE.