YouTube is draining my allowance on video pass

[Bladgier]

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? 

[winston]

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

[Bladgier]

No 

[James_B]

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

[tmobilefan]

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 

[Bladgier]

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. 

[tmobilefan]

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  

[Bladgier]

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. 😁👍

[Bladgier]

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? 

[James_B]

Hi @Bladgier,

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

Thanks

James