topic Re: YouTube is draining my allowance on video pass in Archived Posts

YouTube is draining my allowance on video pass

Bladgier — Sat, 03 Apr 2021 09:00:35 GMT

Hi!

I've got a video and gamers pass (smart benefits) and that includes YouTube.

I've noticed few days ago that my allowance started to decrease significantly.

I watch a lot of YouTube.

To make sure it's nothing else, I've turned off all apps and checked after some time, no data used. Then I've turned on YouTube and it started dropping.

So I'm 100% sure there's an error and my allowance is being used despite smart benefit active.

It's been happening since few says ago, was working fine before.

When I'm writing this message, usage on my phone shows 27,8 gig used on YouTube trough mobile data and in ee it says 22,9 (that number hasn't moved in few days which also indicates error) gig free YouTube used which means, I've been overcharged 5 gigs which are crutial to my monthly usage.

I've rang support yesterday and they said they will get back to me, they didn't.

Any ideas?

Re: YouTube is draining my allowance on video pass

winston — Sat, 03 Apr 2021 10:40:37 GMT

You’re not using a VPN service, or a customised DNS service right?

Re: YouTube is draining my allowance on video pass

Bladgier — Sat, 03 Apr 2021 10:48:41 GMT

Re: YouTube is draining my allowance on video pass

James_B — Sat, 03 Apr 2021 11:27:27 GMT

Hi @Bladgier,

If our Tech Gurus have raised a support ticket to look into this issue, it may take a little time for the problem to be resolved.

They'll get in touch as soon as they have an update for you.

James

Re: YouTube is draining my allowance on video pass

tmobilefan — Sun, 04 Apr 2021 23:52:47 GMT

why should a vpn cause any problems it look like you are being heavily monitor by the about of work traffic setting of " fair usage " alerts

EE will try to sell you a more experience plan perhaps

Re: YouTube is draining my allowance on video pass

Bladgier — Mon, 05 Apr 2021 21:45:00 GMT

I've spoken with suport today, they have reset my allowance to it's maximum value but it didn't help.

My data allowance is still being drained from my account when using twitch and YouTube (included in video pass and gamers pass smart benefits)

I've tried to reset the swappable benefits by choosing other ones but the site is not even letting me do that and I have error message.

Re: YouTube is draining my allowance on video pass

tmobilefan — Tue, 06 Apr 2021 00:50:34 GMT

Thank you for the up date,

are you seeing the same information on your site web account as you see on your mobile ?

you need to have a ticket raised with EE as the engineers dint believe us peasants take a screen shot of you phone save it as a take out personal information up load in a post use your phone daily .. if it changes take a new screen of the date and if they don't make what you see in the web site , it would look like a database error .. so yo need to raise a ticket with customer services

Re: YouTube is draining my allowance on video pass

Bladgier — Thu, 08 Apr 2021 20:15:50 GMT

No, the data shown on my account was different to what I actually used on the phone. Difference in free video used (higher on my phone few gigs).

It was Tuesday when after a day of testing the data was still draining, wasn't right.

I left the phone for a while, many gigs drained again and when I was about to contact support again, I checked the last time and it stopped draining and free used gigs started raisin on EE site and it works till today, so it's fixed.

I'm not sure if the tech guys did anything but I wasn't notified.

On that thay though only thing I've noticed, my 5g icon disappeared and I jad only H symbol where 5g is available and after few hours went back to 5g, so maybe they were doing something after all.

Anyways, it's fixed. 😁👍

Re: YouTube is draining my allowance on video pass

Bladgier — Fri, 30 Apr 2021 11:07:23 GMT

This issiue when I posted last time but after few days started to happen again.

Till this day it still doesn't work.

I've spoken to multiple people on chat, on the phone and I also had a call from technical support telling me there's nothing they can do because it's an accounting issiue.

I rang support again, they reset my data but it still doesn't work.

I don't know what to do and who to speak to anymore.

Can you guys help me somehow?

Re: YouTube is draining my allowance on video pass

James_B — Fri, 30 Apr 2021 11:16:05 GMT

Hi @Bladgier,

I've sent you a private message to request some further details.

Thanks

James