19-01-2019 06:34 PM
EE has a real problem with it's monitoring of data usage which was obvious during my first month with them in 2017. I queried the usage which ran out super fast but had no satisfactory response. The same thing happened again this month when they claimed I had used my 10GB allowance after 2 weeks. I have a 3rd party data usage app on my phone which was telling me I'd used only 3.7 GB.
EE ignored the reading from the data app and they can always argue fluctuations in your usage and It's difficult to argue your case with them but in my case a real problem for them became apparent and it goes back to a bill for November which gave data use as 5.27 GB. The thing is, I was in Africa for all but 3 days of that month and the idea that I used over 5 GB in 3 days is unthinkable.
I spoke to Customer Support and Technical Support and nobody was able to give me an explanation. They just had no answer. I insisted that I wanted to follow this up by starting a compaints procedure by email and continue to press for an answer but EE quickly gave me 10 GB extra data for this month and then offered to release me from my contract free of charge with 7 months still to run as a goodwill gesture.
Either there is some fault in the system which gives faulty indicators or maybe EE are in the business of adding data charges to what are otherwise competitive tariffs in the interests of increasing revenue.
This is a problem that seems to have been around for a while. I am off to another network but my message to others is make sure you ask the right questions if you think this is happening to you.
19-01-2019 06:44 PM
What phone do you have?
You say you use a third party app to monitor this but the app won't show every data.
I'd be interested to know what your phone states you have used. Is it an Android or iPhone?
19-01-2019 07:21 PM
@BrendonH: Doesn't the phone itself keep its own record of Mobile Data Usage?
19-01-2019 07:53 PM
@XRaySpeX yes but depending what phone you have on iPhone is cumulative.
You have to reset each month. On android you can set your refresh date and it'll automatically keep track.
But it doesn't keep track of every single thing on the device so some system apps it won't. That'll be same for third party data tracker.
19-01-2019 08:42 PM
Sorry, wrong tag.
@Gwadadoggy: Doesn't the phone itself keep its own record of Mobile Data Usage?
by Maisie2 Saturday