Instant data loss

[Juanito]

Since starting the contract 7 months ago with 40gb a month, I have carefully watched data usage.

I am not a heavy user only using it for web browsing with no streaming or video use etc.

In the past week, I twice lost 6GB between uses. Last month I used in total 11GB.

I reported this on the EE chat facility and was repeatedly told this was my normal usage rate..

However it did turn out on investigation that 12 GB had been used on just one server that I had never heard of.

I had to stop the chat contact as I was getting nowhere.

After more losses, I reset the data counter on the phone and connected it to the laptop by USB only.

Immediately, 1.2GB went out. 

This is listed as "Other devices" on the phone record under personal hotspot while the laptop usage is listed separately at just a few MB.

I put in a separate SIM card that had 15GB into an EE 4G router. That lost 4GB immediately.

It is just not possible to use this much data this quickly on the slow mobile link I have.

I have no other devices that could connect to the internet. I don't have internet linked or satellite TV.

I live in a rural area whee nobody could be hooking up to my wifi signal and the EE signal is only one or two bars so is generally too slow for high resolution video.

How is this happening when data can just not be used this quickly?

A 12 GB download of a Mac OS took 6 hours.

What is the "other device"?

Is my data being stolen?

[Christopher_B]

Hi @Juanito

I hope you're well and having a nice weekend, are you up to much or just having a chilled one? 

I use a lot of data so totally get how important it is to keep track of it. It does seem a little strange that your data would disappear. 

The best thing to do is have another chat with our customer care team about this, as they have the tools to check what data has been used on.

Thanks

Chris

[Juanito]

Thank you for your reply.

I was so disappointed with the response and attitude of the ee chat advisor, I have not tried again.

But since, I have continued to lose Gb of data . I connected and looked at two pages on the laptop while seeing on the phone 2 Gb go off the data instantly. Today I sent an e mail to myself of 129kb and looked at one page. That lost one Gb. 
The speed at which this is happening means something is very wrong as data can not be used at this rate.

To see if something was on the laptop causing it, I tried to restore from the time machine back up. But that went wrong and I now need to download the OS from the internet which will use 10Gb and then update it to the latest OS which needs another 12Gb. I don’t have enough data left.

And how did.4Gb go immediately from the sim I put into the 4G modem that had not been used for months but still had a 15Gb allowance put on each month.

[Christopher_G]

It's really difficult for us to know exactly what's causing this, @Juanito.

I'd definitely recommend calling and speaking to our tech gurus. They're in the best position to be able to help you.

Please keep us updated here though, it would be interesting to know what's happening.

Chris

[Juanito]

I have been monitoring my data usage and I definitely lost up to 20 GB from my phone and 4 GB off a 4G modem instantly within about 4 days without using this data.

I could never have used this much. 

I have not lost any during the past 6 days and my usage in the last 6 days has been only 300MB.

But because I tried and failed to reset the laptop, I now need 22 GB to reset it which of course I don't have. 

I was so disappointed by the response of the EE chat operative who was so insistent that 16 GB was my normal rate of usage in 6 days after which I lost a further 8GB and 4 GB on a 4G modem, that I have not contacted them further. That could not be my normal usage as my allowance would not allow that. 

When I contacted them, it is telling that I was told 12 GB had gone to one server and this is the loss I was reporting at that time while my recorded usage was almost exclusively just on web pages. 

I do not use automatic updates and I subsequently saw in real time data allowance disappear instantly.  

[Christopher_B]

Hi @Juanito

Thanks' for coming back to me about this I appreciate it.

Can I just double check, since we spoke on Monday have you had a chat with our tech team. Or is the info above from before then? 

Thanks 

Chris