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Re: Excessive data usage in just 12 hours?!!

PaulRo
Investigator
Investigator

‎11-07-2023 06:55 PM

Sorry to hijack this thread but I am also experiencing unexplained high data usage.  And I have also just upgraded to a new higher data contract.  Previously I would barely use 6gb per month, whereas I have apparently used a massive 7GB in the past 24 hours.   The EE app and website is saying I've used 10.3GB since the beginning of the month.  I work from home on the WiFi and have not been out over the past couple of days.    It's super reliable high speed WiFi and never drops.  

25 REPLIES 25
Lesley1958
Contributor
Contributor
In response to James_B

‎16-09-2023 01:06 PM

TBH James this has gone as high as Executive complaints at BT for me and still no answers. There is 100% a problem with data being consumed without being used and more worrying is when its happening with data turned off. Tech guys at EE should be taking a serious look at this, maybe you can escalate please. Thanks

0 Helpful
lubru
Valued Contributor
Valued Contributor
In response to James_B

‎16-09-2023 01:08 PM

Thanks, James, one of your colleagues was in touch yesterday and she said she will call me back in 2 weeks and in the meantime she will monitor the data usage. Lucia

0 Helpful
James_B
EE Community Manager
EE Community Manager
In response to lubru

‎16-09-2023 01:09 PM

No problem @lubru 🙂

James

0 Helpful
James_B
EE Community Manager
EE Community Manager
In response to Lesley1958

‎16-09-2023 01:10 PM

Sorry @Lesley1958, we're not able to access your account via the community forum to raise a support ticket.

James

0 Helpful
Lesley1958
Contributor
Contributor
In response to James_B

‎16-09-2023 01:23 PM

I appreciate that, but I thought as an employee you would be able to make someone in Tech team aware of the general issue, not my own personal experience as I am a BT customer, or anyone's experience on this forum.  I am a former BT employee with nearer 48 years service and I know that if I  knew of an issue that was adversely affecting BT/EE customers I would have found a way to escalate it. I'm at the point where if this happens again then  I have no option that to take it to the Ombudsman as its unacceptable that BT/EE are not taking this seriously. No need to reply I am just venting as I'm frustrated that week after week another customer on here and the BT Community Forum experience this data issue and no one gets a straight answer. 

0 Helpful
James_B
EE Community Manager
EE Community Manager
In response to Lesley1958

‎16-09-2023 01:27 PM

Hi @Lesley1958,

I understand your frustration. As this issue has only been reported by a small number of customers, support tickets would need to be raised at an account level by our Technical Support Team.

Thanks

James

0 Helpful