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Phantom data usage

Gregphil
Investigator
Investigator

‎19-06-2023 09:25 AM

I'm on holiday with no WiFi so I've been very careful with my data usage as last time I was in this situation I ran out of data. Yesterday I had used about 2G of my 10G allowance. However last night around 4am I had a text informing me I'd used 80% and a couple of hours later (phone not being used) I get another saying 100% used. The phone is running Android 12 so I've looked at data usage by app which says 10G used but looking at the breakdown it doesn't add up to more than about 3G, biggest being 400MB.  There have been no updates I can see and even if there had I can't see it being that big! Any ideas what's happening or how to investigate further. I notice other similar posts with no resolutions. Thanks

0 Helpful
24 REPLIES 24
dickytwo
Established Contributor
Established Contributor
In response to Christopher_G

‎21-07-2023 07:19 PM

Sorry but I have called them twice already on this and they have just said a ticket is logged for their IT to look into it with no ETA or time expectancy. I fail to see why, as a customer, I should be their 'test department' with an issue that multiple customers are experiencing (their words). Will monitor over the next few days and if no improvement I will have to use the PAC code route.

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PaulRo
Investigator
Investigator

‎21-07-2023 10:05 PM

They ended up giving me unlimited data for the rest of the money as mine was disappearing even though I wasn't using it.  I fear I will be back with the same problem next month though. 

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Gregphil
Investigator
Investigator
In response to PaulRo

‎21-07-2023 10:56 PM

There is clearly an underlying issue somewhere in the data usage algorithm. These days most people use WiFi a lot which is masking the issue and it's clearly too complex for customer service agents to trace. The only hope is that someone raises a sufficiently high priority fault with the team who actually look after that software. I used to work for the company that built the original Orange network and supported it for years but I've retired now and I think technical suppliers have probably changed or I'd have spoken to the team directly.

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Mulereaper
Visitor

‎20-08-2024 12:47 PM - edited ‎20-08-2024 12:48 PM

I’m having the same issues. Contacted 150 who were no help at all - denying that there were other customers experiencing this - SOUNDING VERY MUCH LIKE THE POST OFFICE SCANDAL -

There is clearly an issue with their recording and they will not budge from the line that it is the customers fault. Very frustrating - I’m apparently watching NowTV during my sleep.

I should add that I don’t have NowTV and have never watched it.

 

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Gregphil
Investigator
Investigator
In response to Mulereaper

‎20-08-2024 12:54 PM

Yes apparently we were watching YouTube at 2 in the morning while we were
asleep as well. Funny that it didn't happen when we were back on WiFi.