by bmsw Contributor
Contributor

Data usage not decreasing

My data usage is not decreasing, yet data has been used. Every link i've tried, e.g checking add on status etc , texting AL to 150 has showed no change. I am abroad and roaming, but in one of the countries that allows roaming data to be included in the pack (Switzerland).

 

P.s The only slight data change I have found is 2MB used of my 'Getting started' pack (no idea where that came from, I didn't buy it). However I have used way more (roughly 1.5MB) and nothing shows this.

13 REPLIES 13
by Ace Contributor
Ace Contributor

Re: Data usage not decreasing

Hello,

@bmsw Please try this link to check your data usage http://add-on.ee.co.uk/status

please use this link on your mobile data not on wifi,

Thanks

 

by
EE Community Support Team

Re: Data usage not decreasing

Hi @bmsw,

 

Welcome to the EE Community.

 

There can be a delay in updating your allowances when using your phone abroad.

 

It should correct itself soon.

 

Thanks

 

James

by bmsw Contributor
Contributor

Re: Data usage not decreasing

Hi James,

 

It hasn't updated in over a week, so if this is a lag it is quite a long one, and I want to know how much I've used so I can know if I need to be frugal with my data! 

by bmsw Contributor
Contributor

Re: Data usage not decreasing

I've already tried this link, it still showed I hadn't used any of my pack data.

by Grand Master
Grand Master

Re: Data usage not decreasing

You sure you are not connecting to WiFi, either in hotel or cafes. That doesn't use your mobile data.

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by bmsw Contributor
Contributor

Re: Data usage not decreasing

I'm sure, there is literally no wifi where I am, nothing to connect to even if I wanted to!

by
EE Community Support Team

Re: Data usage not decreasing

Hi @bmsw,

 

How much data does your phone report you have used in the settings?

 

Thanks

 

James

by bmsw Contributor
Contributor

Re: Data usage not decreasing

2.1GB since the last time I reset it (9 August). But I used a bit of before then (and forgot to reset it before I did, so I don't know how much I've used abroad overall)

by
EE Community Support Team

Re: Data usage not decreasing

Hi @bmsw,

 

Please get in touch with customer services so we can take a quick look at your account.

 

Thanks

 

James

by bmsw Contributor
Contributor

Re: Data usage not decreasing

I tried calling them, but it said I had to pay 25p per minute and I don't want to pay for them to correct a mistake in their system! 

by
EE Community Support Team

Re: Data usage not decreasing

Hi @bmsw,

 

Calls to pay as you go customer services are a one off charge of 25p, rather than per minute.

 

Thanks

 

James

by bmsw Contributor
Contributor

Re: Data usage not decreasing

I called them, they continued to insist I hadn't used any data even though I have. Their system showed no data had been used. Anyone else had this happen?

by
EE Community Support Team

Re: Data usage not decreasing

Hi @bmsw,

 

It cold be an issue with the local network.

 

I'm very sorry for the inconvenience and I hope it's resolved soon.

 

Thanks

 

James

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