topic Re: Data problems in Pay Monthly

Data problems

Anonymous — Thu, 06 Aug 2015 15:31:17 GMT

I updated my phone at the beginning of July and the helpful person in the O2 shop said that as my average data usage was low (he checked this on the computer so I don't know what it was) that I should go for a specific tariff. I did and in July, with 2 days to go I was informed I had run out of data. I've never done this before but I didn't argue and so I bought some more and survived July. My totals were reset on Aug 2 and on Aug 6 I've been told that I have already run out!!! I spoke to an operator today who said that I have definitely been using it but I protested that I haven't used it anymore than I have done normally, for her least however many months and years. He told me to turn all cellular access to apps off and this shouldn't happen. I have done but now I can't use my phone for hardly anything useful unless sat at home in the comfort of my wifi. And again, I have never had to do this before.

I asked for details of when it has been used and he said that it doesn't go into detail. I checked my 'Myo2' account and it doesn't there either. I'm trying to email customer services but can't find an email address just that chat thing that keeps crashing.

So nothing has changed in terms of my usage apart from a new tariff as recommended by the operator who could see my average usage. I feel I was misguided or there is something wrong with my phone. 4 days to use up my data? 4 days???

Please keep all responses in plain and simple English - I am not the brightest when it comes to techno speak!

So any ideas please?

Re: Data problems

perksie — Thu, 06 Aug 2015 15:36:53 GMT

You don't say which data plan you have or which phone, so it's difficult to answer.

Have you downloaded the MyO2 app, which helps you track your usage?

Re: Data problems

MI5 — Thu, 06 Aug 2015 16:02:00 GMT

Iphone data leak issue?

Re: Data problems

jonsie — Thu, 06 Aug 2015 16:11:24 GMT

Sounds very much like an iphone....

Re: Data problems

Anonymous — Thu, 06 Aug 2015 17:25:52 GMT

Check your usage in myo2. Do you have an iPhone? This can be a common issue

Re: Data problems

Anonymous — Thu, 06 Aug 2015 17:51:24 GMT

It's an iPhone - I'm not sure of the data plan but it does have a limited amount - however I was advised that I have never gone over this amount before so it would be more than adequate - clearly not.

I'm on hold to customer services now - have been waiting 44 minutes. The online chat doesn't work and the email address responded saying that it isn't used anymore.

Re: Data problems

Anonymous — Thu, 06 Aug 2015 17:51:44 GMT

And then at 45 minutes the telephone line cut me off - back to the end of the line I go.

Re: Data problems

Anonymous — Thu, 06 Aug 2015 17:52:39 GMT

I have checked my usage but it just says how much and not how it was spent. What is data leak?

Re: Data problems

MI5 — Thu, 06 Aug 2015 18:05:33 GMT

IPhone on o2 can just randomly burn through data for no reason but o2 won't admit to a problem.
There are many reports on here if you do a search.

Re: Data problems

jonsie — Thu, 06 Aug 2015 18:17:13 GMT

It's difficult to know what to suggest to be honest. Many iPhones tend to have this problem, not all and it seems, only on O2. Get O2 to investigate and in the meantime turn off mobile/cellular data when you are connected to wifi, turn off autoplay videos in Facebook if you use it.

Re: Data problems

Bambino — Thu, 06 Aug 2015 18:23:21 GMT

Have you recently downloaded an app you haven't used before?

Re: Data problems

perksie — Thu, 06 Aug 2015 18:33:09 GMT

@jonsie wrote:
It's difficult to know what to suggest to be honest. Many iPhones tend to have this problem, not all and it seems, only on O2. Get O2 to investigate and in the meantime turn off mobile/cellular data when you are connected to wifi, turn off autoplay videos in Facebook if you use it.

Include Twitter in that which now runs video automatically.

Re: Data problems

Anonymous — Thu, 06 Aug 2015 19:27:49 GMT

I spoke to O2 and a really nice adviser doubled my data. He said I was poorly advised as although I had low data usage on my iPhone 5 the image on the 6 is going to demand more so reducing the amount I can access was bad advice. He also told me to download ONAVO to monitor my progress and then check back in store.

Re: Data problems

jonsie — Thu, 06 Aug 2015 19:30:43 GMT

Hope that sorts the problem for you. Onavo is a good app to monitor usage and set your own warnings on gettingt near your limit.

Re: Data problems

Cleoriff — Thu, 06 Aug 2015 19:58:19 GMT

@Anonymous wrote:
I spoke to O2 and a really nice adviser doubled my data. He said I was poorly advised as although I had low data usage on my iPhone 5 the image on the 6 is going to demand more so reducing the amount I can access was bad advice. He also told me to download ONAVO to monitor my progress and then check back in store.

How nice to hear there are some good advisors about. Well done ...and as said I hope it all works out for you

Re: Data problems

Anonymous — Fri, 07 Aug 2015 12:33:54 GMT

Glad to see a resolution for you & a good one

Re: Data problems

Anonymous — Fri, 07 Aug 2015 20:52:55 GMT

Well, I have exactly the same problem only it's a Samsung Galaxy S3 Mini not an Iphone. In the two months I've had it, I've not had more than ten days data before running out. With my previous phone I never even got close to my allowance. I'm not a big surfer and wouldn't dream of running the big data gobblers such as streaming/Youtube etc. My phone tells me I've used about 35mb since my data allowance was last reset (28th July), but O2 tells me I've used 84mb. Admittedly my phone monitor adds the caveat "Your service provider may account for usage differently".......I'll say!

I have disabled background data on every single application, and also data roaming. I'm not going to bother trying to get through to O2, because I know they'll just ask "Have you turned off background data?" etc. I shall probably just downgrade my Pay Monthly package to take off internet access. After all there is no point paying for the thing if it's going to run out so quickly.

Re: Data problems

MI5 — Fri, 07 Aug 2015 21:05:25 GMT

Make sure you turn mobile data off or you will be charged £1 a day.
The 100mb you are on now is nothing these days and easily used up so you might want to consider a bigger allowance.

Re: Data problems

Anonymous — Fri, 07 Aug 2015 21:11:21 GMT

No, I'm not being charged anything additional. It's just that the allowance is running out far more quickly than it did three months ago, with no particular change in my usage. I've downloaded Onavo so we'll see what that tells me.

Re: Data problems

jonsie — Fri, 07 Aug 2015 21:44:38 GMT

Make sure that in wifi, settings, advanced that you never sleep ticked. Honestly 100Mb on a modern smart phone really isn't enough unless you switch off mobile data until you need it.