topic Re: Data Usage exceeded although Monthly useage still showed some remaning in Pay Monthly

Data Usage exceeded although Monthly useage still showed some remaning

JustWilliam — Wed, 04 Jul 2018 16:58:58 GMT

My Wifes phone has a 500MB monthly data allowance. The day before the end of her usage month she got a text message indicateing her allowance was all used up and her phone stopped getting any more data, however the O2 app and Account on the O2 website showed (still shows) that her monthly usage for the now completed month was only 394.8MB.

Why when she had only used 394.8MB was the monthly allowance of 500MB deemed to have been exceeded?

Either the App and Website show invalid data, or the process that triggers the text and blocks the account is using the wrong data.

Which is wrong & Why ?

What is the point of trying to monitor ones usage if the monitor doesn't work?

I had a long chat with someone from O2 but don't think they understood the issue.

Any assistance appreciated.

Re: Data Usage exceeded although Monthly useage still showed some remaning

Anonymous — Wed, 04 Jul 2018 17:10:30 GMT

Does she have an iPhone per chance? There is a known data hogging issue with iPhone

Re: Data Usage exceeded although Monthly useage still showed some remaning

MI5 — Wed, 04 Jul 2018 17:18:56 GMT

If the data hasn't reset even though you are now in a new month, it sounds like your MyO2 is broken and has stopped recording data use.
A call to customer services asking them to reset it might help but it certainly sounds like your MyO2 is wrong.

Re: Data Usage exceeded although Monthly useage still showed some remaning

JustWilliam — Wed, 04 Jul 2018 17:22:15 GMT

No it's a Samsung Galaxy Alpha as it happens.

Re: Data Usage exceeded although Monthly useage still showed some remaning

JustWilliam — Wed, 04 Jul 2018 17:26:33 GMT

It has reset correctly at the roll over so no issues now.

BUT why was she cut off when the the app and account still shows there was usage left for the month.

She did get an 80% reached text earlier in the day which was probably correct as that would be at about 394.8MB (i.e. about 400).

Re: Data Usage exceeded although Monthly useage still showed some remaning

MI5 — Wed, 04 Jul 2018 17:31:07 GMT

Data use is rolled up at the end of each day and recorded in your MyO2 around midnight each day, so it wouldn't have been updated until then.
With that been the day the data reset it probably didn't update the monthly total then and just reset it.

Re: Data Usage exceeded although Monthly useage still showed some remaning

Cleoriff — Wed, 04 Jul 2018 17:36:07 GMT

It certainly seems as a call to customer services is in order @JustWilliam

https://www.o2.co.uk/contactus

We had a similar post last week and they apologised and put the customer back on admitting it was probably a system error. You could call now or first thing tomorrow morning between 8-8.30am

Edited to add this is the thread I mentioned https://community.o2.co.uk/t5/Discussions-and-Feedback/Excellent-Custoner-Service/td-p/1135124

Re: Data Usage exceeded although Monthly useage still showed some remaning

JustWilliam — Wed, 04 Jul 2018 17:37:08 GMT

Thanks - Tried that but think the issue was above the advisors pay grade.

They failed to understand it now works but didn't yesterday, and although the issue is resolved as the month has rolled over, the point is their systems don't work correctly - i.e. How does one report a bug in their usage monitoring / texting or whatever.

Re: Data Usage exceeded although Monthly useage still showed some remaning

JustWilliam — Wed, 04 Jul 2018 17:42:58 GMT

The total for "Last" months usage still shows as 394.8MB so it seems their system either doesn't update correcty &/or their system for cutting folk off and texting looks at a different set of data.

Also seems odd the 20% was used in such a short time, if indeed it was used i.e. Can one trust their data usage figures atall.

As it happens it wasn't too important but it might have been!

Re: Data Usage exceeded although Monthly useage still showed some remaning

MI5 — Wed, 04 Jul 2018 17:44:25 GMT

Did you see my reply above?

Re: Data Usage exceeded although Monthly useage still showed some remaning

JustWilliam — Wed, 04 Jul 2018 17:50:05 GMT

Are you implying the monthly totals never take account of the last days usage because it resets to zero for the next month?

As that sounds like a bug to me.

Or have I misunderstood what you said?

Re: Data Usage exceeded although Monthly useage still showed some remaning

MI5 — Wed, 04 Jul 2018 17:57:31 GMT

That was the implication, yes.
O2 systems are flaky at the best of times and I can imagine confusion when trying to update and reset at the same time.
Yes it's a bug, but good luck in finding the right place to report it and if you did, then getting it fixed!

Re: Data Usage exceeded although Monthly useage still showed some remaning

JustWilliam — Wed, 04 Jul 2018 18:06:46 GMT

you are probably right. Just frustrating that despite monitoring usage O2 just cut one off.

Also have my doubts that she actually exceeded the monthly usage anyway.

Thanks for your comments.

Re: Data Usage exceeded although Monthly useage still showed some remaning

Glory1 — Wed, 04 Jul 2018 19:04:34 GMT

@JustWilliam wrote:
you are probably right. Just frustrating that despite monitoring usage O2 just cut one off.
Also have my doubts that she actually exceeded the monthly usage anyway.

Thanks for your comments.

Your wife is, in some ways, lucky. I'm on a business contract so no cut off if I reach 100%, according to O2.

Mine was the post @Cleoriff referred to as not only did I supposedly go over my limit on the 22nd June (mine resets 30th of the month) but I had no text from O2 to tell me I'd reached my limit. Yet, like your wife, my usage according to my phone (Samsung Galaxy S8+) showed me well well under my allowance of 30gb just before it reset on the 30th. Because I had no text from O2 to tell me I'd reached my limit, I was credited with the amount I was charged above my allowance. So I agree with you there is a problem but also agree with @MI5's comment. To get someone to admit there's a problem and then fix it is highly unlikely

Re: Data Usage exceeded although Monthly useage still showed some remaning

anticpated — Thu, 05 Jul 2018 07:23:56 GMT

A computer generates the warning. Myo2 data updates every half hour. The most accurate clock for data usage the one on the Samsung handset.

Re: Data Usage exceeded although Monthly useage still showed some remaning

JustWilliam — Thu, 05 Jul 2018 08:38:35 GMT

Thanks for the info. It gives further evidence that O2 have an issue that needs addressed.

I have a screen shot of the final usage for the month (showing it hasn't reached the limit) which along with a text from O2 saying it's over limit. Since the 2 clearly give conflicting information that would seem evidence enough to demonstrate they have an issue.

Infact I think anyone charged on a Business account could also use similar evidence to dispute the charge 🙂

If I get time I'll send it in.

Any idea to whom one can send such info.?

Re: Data Usage exceeded although Monthly useage still showed some remaning

Glory1 — Thu, 05 Jul 2018 08:55:56 GMT

So based on what you're saying @anticipated, the data usage on my phone was correct and O2 was wrong. How do I prove that to O2 if I get a text saying I've used 100% of my data allowance, when my phone shows I have plenty of data left? Why should I and others be penalised because of O2's antiquated systems?!

Re: Data Usage exceeded although Monthly useage still showed some remaning

MI5 — Thu, 05 Jul 2018 09:19:22 GMT

Your phone may only be showing downloaded data whereas your MyO2 is up and down.

Re: Data Usage exceeded although Monthly useage still showed some remaning

Glory1 — Thu, 05 Jul 2018 10:05:48 GMT

I only ever use data for downloading and playing games, downloading pics, downloading my O2 airtime bills, streaming through Amazon Prime and Mobdro and when I'm on the forum. I often switch my data off and use my mobile broadband as I have that option. So what other data usage would MyO2 be showing @MI5 that my phone doesn't? Sorry if I'm being a bit dim here. I know many apps run in the background but my phone shows that data usage as well.

Re: Data Usage exceeded although Monthly useage still showed some remaning

MI5 — Thu, 05 Jul 2018 10:19:29 GMT

Data is constantly going both ways. Granted, much more is download but there will always be uploaded data as your device talks to the sites you are connected to.