All data gone overnight

[McDark]

Something strange happened overnight. I got a text from EE at 2:19am telling me I'd used 80% of my data. Then at 3:23am, all my data is gone. All this while I'm asleep in bed.

I have an iPhone with OS fully up to date. WiFi is available for any background data use. I do not use any auto backup services. Nothing has changed on this phone for weeks.

I am on EE PAYG with a weekly talk pack and many year's worth of boosts up to 1.3 gb a week. I'm a light user with barely a fraction of that used in a typical week. It renews on Sundays.

So all this said, it is bizarre that all this data would just disappear overnight.

I have looked at the battery usage stats on the iPhone, and overnight shows a typical low power use. Nothing out of the ordinary running. Just the usual periodic auto-checking of email. Certainly nothing that would explain any untypical background data usage.

So could this be something amiss at EE's end?

[Christopher_G]

Hi @McDark 

Welcome to the community.

Has your WiFi connection been OK? If you go to Settings > Mobile Data and scroll to the bottom, is 'Wi-Fi Assist' enabled?
Chris

[McDark]

No. WiFi assist is turned off. I turned that off a long time ago.

Obviously I cannot vouch for my wifi overnight. If it did go down, it certainly wouldn't be the first time. But it's never chosen that time to suck up 1.3 gigabytes of data in one go before. I cannot think of anything I would ever do that would. I'd probably use maybe a tenth of that in a typical week while actually in use, so it's odd how it's used all of it over one night while not even being used.

[Christopher_G]

It does seem like it would be a bit of a coincidence, but it's possible that there was some kind of update that went through when not connected to your WiFi, @McDark 

It may be worth resetting the mobile data counters there in your mobile settings and monitor this. I'd also recommend speaking with our Mobile Care team so they can check everything from our side.

Chris

[McDark]

It would not be an update. I have all auto-updates turned off. And my iPhone OS is already fully up to date  anyway. And the focus setting was set to 'sleep', so it should have been doing nothing more than tickover. Which power usage stats appears to confirm.

There was nothing on the data counters to suggest anything I wouldn't have expected, but I've reset them. But of course that's not much use now as I have no data left and it won't reset until Sunday.

About calling the mobile care team, is that call included in  my minutes?

[Christopher_G]

Thanks for confirming, @McDark 

It's 25p per call to call 150 on pay as you go. The team will be able to check your account to try and figure this out.

Chris

[Caz866]

Hi mate, I've had a similar issue. My data was, according to EE, used up by YouTube. This does not show on my data count, and the app has been disabled for months. I have been told that I am wrong in saying that I didn't use the said data and that I am effectively a liar. I am now being offered no further support.

[Christopher_G]

I'm sorry to hear that your data has been used up, @Caz866.

What device are you using?

Chris

[Caz866]

It's a Google pixel 4a

[James_B]

Hi @Caz866,

Could the app have installed any updates or downloaded any saved videos?

Do you connect any devices to your phone's hotspot?

James