Mobile data left not decreasing despite data use

[PRW2]

Hi

I started a new plan on 9th September. EE app accurately reflected my data usage, until later that day. I have used  approximately 3 GB of data in 48 hours. Yet this has not registered on the EE app, regarding data usage and data left. I have contacted EE who have told me not to worry about it, but this has never happened before, and I am concerned.

William 

[bristolian]

Text BALANCE to 150 for a second opinion of your data usage.

[PRW2]

Hi.

Yes. I have done that. It is showing the same  data left, as the EE website and app. I have also updated the software and apps. 

When I spoke to EE  earlier, they mentioned a problem with the app updating.

There is a setting on the phone, that allows me to track my data usage, separate from EE, so I know what data I have used.

I have been with EE , for many years, and this is the first time this has happened.

I did say to customer service, that my plan had changed earlier that day, and that until the evening of 9th September, the app had accurately reflected the data I had used.

Thanks

William 

[Rach_H]

Hi @PRW2,

Welcome to the Community!

It sounds like your app might be having some trouble updating to show the full details of your new plan. If you log into your account online, does this show the updated data usage?

Rach

[PRW2]

Hi Rach_H

Thanks.

Even my online account, has not been updating.

It's strange that, my data usage, was updating under the new plan, until Monday evening, but has stopped since.

I know that I will have to contact EE again, if the problem continues.

William 

[Rach_H]

This does seem very odd @PRW2. Have you tried uninstalling and re-installing your app, to see if this might speed things up any?

Rach

[PRW2]

Hi

Thanks for your message.

Yes. Uninstalling and re-installing the app, was one of the first things that I tried.

William 

[Ali_A]

@PRW2 
Your SIM may be out of synchronisation with the network, so it may be worth trying these steps to bring it back in line: 

As you have a data counter on your device I'm assuming you have an android phone- can you go to Settings > connections > mobile networks > Network operators > switch "automatic" to OFF. 

Wait for it to load with networks. 

Once loaded, if you can select any other network apart from EE (ignore any error messages that it gives!), wait 8 and half minutes
After the full 8 and half minutes (no less) please change back to EE, wait another 4 minutes. 

Alternatively you can pop your SIM card into another phone and make a couple of phone calls. 

After this is complete you can test if it worked by monitoring/comparing your data usage over the next couple of days. 

Ali 

[bristolian]

---

@Ali_A wrote:

@PRW2 
Your SIM may be out of synchronisation with the network, so it may be worth trying these steps to bring it back in line:

---

What you're describing is an "IMSI reattach", where the SIM is disconnected from the core network and re-registers on the various databases. It doesn't take anywhere close to 8 minutes.

Synchronisation is in use throughout both the core & access networks. Simply making a call will serve to achieve the exact same purpose as manually disconnecting from the network.

[PRW2]

Thanks very much for the replies.

Mobile data left, decreased overnight,  without me doing anything.

On the two occasions, that I have checked since, mobile data left, has decreased further. Although the data I have left, still does not reflect, my data usage since Monday.

When I uninstalled and re-installed the EE app on Tuesday and Wednesday, the mobile data left remained static. I have uninstalled and re-installed the EE app earlier, so I will keep a watch, to see what happens - if anything.