topic Re: Sudden data usage in Pay Monthly

Sudden data usage

Anonymous — Fri, 18 Aug 2017 18:45:47 GMT

Got text today saying I'd used 80% of my data allowance. I don't usually use more than 20% in a month - but right now I'm
Only 10 days in to my month.

I'm rarely not in wifi areas, I don't have wifi assist switched on, I don't have wifi/4g calling activated, I have switched off data use for non-essential apps and my iPhone data usage hasn't increased dramatically since a week ago when my flat mate had the same problem and I looked at it.

Has anyone else had this issue? Is there something wrong with O2 as I'm now the third person I know who has had this happen to them unexpectedly.

Thanks.

Re: Sudden data usage

MI5 — Fri, 18 Aug 2017 18:51:08 GMT

There used to be a problem with this on O2 and I actually moved one account to EE because of it, but we've not really heard much in the way of issues for a couple of years.
It was a problem that appeared to coincide with iOS7 introduction originally.
All I can suggest is that you call customer services and see if they can offer any help http://www.o2.co.uk/contactus

Re: Sudden data usage

Martin-O2 — Mon, 21 Aug 2017 08:50:05 GMT

Hey @Anonymous did you manage to find out what happened with your data allowance this month?

Re: Sudden data usage

Anonymous — Mon, 21 Aug 2017 18:29:42 GMT

Hi Martin - no haven't found a reason for why this has happened and had a colleague at work tell me the exact same thing also happened to her last week. We've compared apps to see if we have the same one causing the issue but no. Out of the now 4 people I know that have had this issue in the last week, none our iPhones have registered a spike in mobile data use although O2 says we have used almost a gigabyte of data. I really think this must be an issue at your end and it's worrying me! Im nervous to use mobile data on my phone now in case it suddenly drops again - I've got mobile data switched off now.

Re: Sudden data usage

MI5 — Mon, 21 Aug 2017 18:39:01 GMT

We've had another report of this tonight too.

Re: Sudden data usage

Martin-O2 — Tue, 22 Aug 2017 08:21:22 GMT

Thanks @Anonymous I've received your private message so will respond to you there and see if we can get this sorted for you

Re: Sudden data usage

Anonymous — Wed, 23 Aug 2017 08:55:40 GMT

I have had this exact same problem this month - I've had to buy an extra 1.5gb of data to get through the remainder of the month.

I've never gone over my 3gb allowance - and I'm around 70% through a 24-month contract. My average is 2.3gb

I've contacted the live chat but I've had some very vague information 'that someone is looking into it and will get back to you within five days'.

Is this affecting a siginifcant number of people? From the replies above, it does sound like it might be...

The second live chat I had suggested - again, quite vaguely, that there were technical issues affecting a number of users.

Would appreciate an update please, if only to say that there is an issue - I work during my commute and I need to rely on data availability.

Thanks -

Chris

Re: Sudden data usage

MI5 — Wed, 23 Aug 2017 08:51:56 GMT

@Anonymous I would send a private message to @Martin-O2 so he can get your details to add to the investigation.

Re: Sudden data usage

Martin-O2 — Wed, 23 Aug 2017 08:58:04 GMT

Thanks @MI5 !

@Anonymous I'll send you a quick message to get your details so we can get this looked at for you

Re: Sudden data usage

Anonymous — Wed, 23 Aug 2017 09:07:49 GMT

Cheers - job done.

Re: Sudden data usage

Anonymous — Fri, 03 Nov 2017 16:06:48 GMT

I am also experincing this problem, I always have low usage on my 1 GB allowance (£15 in sept, £24 in August and suddely it has shot up to £160 in Oct. No changes to my normal usage. I have been told that 02 are investigating and will get back to me in 5 days. Not very happy!

Re: Sudden data usage

MI5 — Fri, 03 Nov 2017 16:16:10 GMT

£160 for data?
Are you a business customer?

Re: Sudden data usage

jonsie — Fri, 03 Nov 2017 19:58:34 GMT

It's has to be a business account as data just stops on consumer accounts.

Re: Sudden data usage

MI5 — Fri, 03 Nov 2017 20:09:18 GMT

Yeah, that's why I was checking.

Re: Sudden data usage

Adacymru — Wed, 13 Dec 2017 22:55:37 GMT

I had 2GB data until June 2017 but for years my usage hadn't gone over a 1/4 of it and only very occasionally it reached 1GB. I signed new contract in June and suddenly (with no change to my internet usage) I'm out of data within 10 days and have to top up, paying extra. Of interest however is the fact that with the same pattern of usage whilst I'm out of my contracted data within 10 days, I seem to be then using only minimal amount of the data I pay extra with frequent final usage being just 1.1GB in a month.

How is it that with the same pattern of usage, 1GB dissappears within 10 days but then I only need 0.1 GB in the next 20 days of the month?

I went to ask in O2 shop and after being patronised with claims that my "data is used as there is 4G now everywhere" and no explanation as to why the same 4G does not eat the rest of my data as quickly in the remaining period, I left none the wiser and told to "complain".

It is begining to look like O2 is forcing customers into more expensive tariffs or contracts by diminishing the data that is afforded in the contract- if you keep having to top up, you're bound to change eventually to more expensive tariff... it seems.

Re: Sudden data usage

gmarkj — Thu, 14 Dec 2017 09:46:37 GMT

Do you have an iPhone @Adacymru?
I only ask as there is an issue with them using data more quickly than they should.
You can also check what is using your data in your settings.

Re: Sudden data usage

Adacymru — Sat, 16 Dec 2017 08:08:49 GMT

I have Samsung 5, my husband has S7 and the same issue since changing to a lower tariff.

Re: Sudden data usage

Adacymru — Sat, 16 Dec 2017 09:21:26 GMT

Well... following reading of this and other threads on here, and probably "motivated" by the lack of appropriate response from the shop staff, I issued a complaint email to O2, repeating what I had posted here (I tried the live chat online option but all I got was "sorry we're busy" for 30 minutes, so went on to make a complaint).

Yesterday, I had a reply by email (I had a missed call during the day but I was unable to answer) advising me that my complaint was upheld. I have been assured that I'd be refunded for all top-ups of data I bought since the problem started (since the change of allowance) + £30 towards my bill to apologise for my problems. I have also been upgraded to 2GB allowance with no extra charge and no change to my contract start. Apparently, I should have been given that option in O2 shop, when I visited last weekend. They could not however tell me how my data was used previously to see what had been eating my allowance in 10 days, whilst leaving alone my topped up data for the reminder of the month.

I'll observe my data usage for now, in case there is a repeat of the disappearing 2GB data now, forcing me to buy extra but for now, I'm happy with the response.

If not for reading here about similar issues, I would probably plough through, so thanks guys! Merry Christmas!

Re: Sudden data usage

Cleoriff — Sat, 16 Dec 2017 09:34:40 GMT

@AdacymruNow that's what I call a positive outcome. So pleased this has been sorted for you. (O2 must be feeling the 'Christmas spirit') Good idea to monitor your usage from now on... Merry Christmas to you as well...

Re: Sudden data usage

MI5 — Sat, 16 Dec 2017 10:27:27 GMT

Excellent news