Data gone in couple of days - operator data usage

[TimAhKin]

This morning I received a message that all my data is used.

I've been on Wi-Fi since Wednesday (19th) last week.

On Friday (21st), I checked my balance and had 10.2 GB remaining. I checked my app data usage and I cannot see anything that amounts to 10 GB used while on mobile data. In the past few years, I rarely used half of my data allowance, which is around 12 GB a month.

I can see the jump in the data usage, but no app used that much. What's remaining is operator data usage. Can someone please clarify what's happening?

Thank you.

[Leanne_T]

Thanks for coming back and letting us know @LeoDowning 

Leanne 🙂

[Caz866]

There are now lots of forums on here, each with dozens of complaints saying exactly this. It's happened to me twice, apparently YouTube which has been disabled and force stopped on my phone. EE just keep saying that I used the data, on my phone on YouTube. Therefore I'm effectively lying . This is truly unacceptable EE 

[jayne-the-weed]

I've spent half an hour on the phone and another 2 hours on chat and they said the same to me. I used YouTube, Facebook, and FIFA.  I don't do those apps for more than 10 minutes in a month. I'm not a Facebook fan, I never post on there, so no uploads of photos.   I spend at least 50% of my time using the phone in a broadband location.

I've never used FIFA in my life. They won't tell me how much data my FIFA use supposedly was, or how much i used on FB or YT.  I know i watched one video this month - and it was a few minutes long. My phone is reporting a couple of mb for youtube and a couple of hundred mb for Facebook - none for FIFA, oddly enough. I've got 8gb reported for July so far - not the 20 GB they say was used. Like the rest of you here, i was asleep when the data was used (at least the last 20% or 4gb) and like most of you, my usage has been nowhere near what they're saying I've used. In fact, I did use 8gb this month, but my average (according to EE) is 5.75 GB a month.  I just migrated over from BT last month.  I wish I hadn't bothered.

23 months to go with this - I hope it's not a recurring problem. No data, and no one sensible to talk to at EE. 

[Caz866]

I seriously hope we all get recompense for this mess from EE, eventually 

[SteveAd]

I had a similar issue, loads of data disappeared, over ten gig a day and no obvious reason why and eventually I had too top up my data and limit my data usage 

I will need to contact EE about this

[James_B]

Hi @SteveAd,

Welcome to the EE Community. 🙂

Please get in touch with Technical Support so a member of the team can take a look at this for you.

They'll be happy to help.

James

[Morag7S]

Hi Katie,

No,  the person in my local EE shop told me it was free but it clearly states PAYG customers pay 25p per minute to call, as I had no data left, it meant I couldn't call as I "had insufficient funds" I had to buy more data and I've been busy at work so not had an opportunity yet. 

This, like some of the other OPs  has happened to me twice, first time I accepted, even if the data went whilst my phone was inactive and  I have no uodates without logging into WIFI. I do use my phone a lot as it's  my only source of internet but to say I've  used 47.3 GB in 3 days is not feasible. 

As this appears to be a continous issue with lots of people, using different makes and models, all experiencing the same problem, then it is obviously an EE fault and simply telling us we're using YouTube or other apps is not addressing the concerns we've expressed, which is unacceptable. There is more than enough information given to investigate this, particularly if people are being told they can see there's an issue but not why it's happening. 

[James_B]

Hi @Morag7S,

Our Technical Support Team are the right people to help you with this.

They'll be happy to take a look when you get in touch.

James

[TimAhKin]

This is clearly an issue on EE's end. I don't have Facebook installed on my phone, I don't game and I don't use YouTube.

The technical support team tried to help, but in my case they couldn't find what used all my data.

I'm on PAYG for almost 10 years now, and it looks like only PAYG customers are affected.

We may never find out the root cause, especially if this was done by mistake.

[James_B]

Hi @TimAhKin,

Did technical support raise a support ticket as they were unable to resolve the issue during your conversation?

James