Britbox

[queenmab2007]

I have signed up with Britox and understand it is free to use for 6 months and uses no mobile data. But it keeps wiping out all of my data. Have tried to solve it myself and have not used any data on anything else and I have also contacted EE. But it keeps taking all my data and I cannot use Britbox. My mother and I are keeping to the house under lockdown rule and are not well either. We were looking forward to using Britbox. But this is causing a lot of stress. EE have tried to help, but have not resolved this issue. Any help would be appreciated!.

[Jon_K]

Hi @queenmab2007.

Welcome to the community.

I'd recommend getting back in touch with our Customer Care team about this so they can pass you to our Tech Gurus.

They would be able to raise an investigation ticket to try and get to the bottom of this.

Jon

[Jester27]

Snap britbox is using all my data too. Have been watching it tonight and nothing else and my data is almost wiped out now with a week to go until refresh.

My phone shows britbox has used 30gb but the EE websote only shows using 14gb on britbox. 

So I would say that the other 16gb has also come off my data allowance rather than it being free data.

Not happy about this at all.

EE need to sort this out 

my previous SIM was a 40gb SIM on Voxi and I never ran out of data.

I'm on 100gb and it's all pretty much gone this month.

[Chris_B]

@Jester27   Your device doesn’t know you get free data to watch britbox.   It’ll report data usage free or not as data usage.

Your EE account data usage isn’t linked to your device data usage so it’ll report the data usage that your are actually using and not report the free data you get.    

[Jester27]

That makes no sense what so ever.

Of course my phone doesn't know any of it is free data.

My point is that my phone has said it's used more data for britbox than the EE app.

Hence the app registering less data usage than is actually being used, so the excess that my phone is saying has actually been used for britbox must be coming off something else i.e my normal allowance.

This is very poor data management and I'm obviously not the first one with this issue.

[Chris_B]

@Jester27  Your going to trust the data logs of your device when the manufacturer of that device will say it’s only a rough estimate.   Didn’t you know your device isn’t that accurate.  

[queenmab2007]

But they could do nothing to resolve the matter. I got into an awful row with billing as they tried to tripple my normal monthly bill. They said I as asked for extra bolt on data, when I reality I was just getting back what data britbox had been taking. Feel sorry for britbox has put me right off signing up. Also put me right off siging up for any so called free data freebys in the future. A very annoying and down right rubbish time all round. Does not make ee look very good. I waited for 6 months for issues to be resolves only to be told two weeks from the end of the 6 months that there was little point in them carring on in looking at the issue as it was nearly the end if the 6 months trial. Not good and has put me right off any trials or free data offers as a result. 

[Jester27]

once again I have watched Britbox tonight and nothing else.

I had 3.5 Gb left on my account when I started

The app has now stopped streaming and I have a text telling me that I have reached 100% usage of my data, so now have zero data available until it renews next week.

Which goes to prove my point that the way EE is calculating Data usage is total crap.

The EE website is claiming I have been given 16.4Gb of free data purely for Britbox, yet my phone has "ROUGHLY ESTIMATED" Britbox has used 35Gb of data.

Which I DO believe is about correct, as I have watched around 50 TV show episodes this month.

Even EE have acknowledged with me today that something isnt right with the way its being calculated and are calling me tomorrow to see if they can resolve it.