Data Usage

[PamT]

I received an SMS message from O2 on 4 September 2018 informing me that I had used 80% of my monthly 500mb data allowance. As I never use anywhere near my allowance, I was very concerned especially as I was only 7 days into my billing month. I have checked through my mobile apps and usage & can find no justification for this sudden spike. The only thing that occured during the time of the alleged usage was when the O2 signal went down owing to trouble with a local mast. I would welcome comments.

[MI5 · Accepted solution]

You'll need to ask customer service when they think the data was used and point out to them that your phone reports something quite different.
There's a good chance that they will just reset your data for you.
http://www.o2.co.uk/contactus

[b4u2]

The phone doesn't always give you accurate information regarding the data usage so you're probably best getting in touch with customer service.

[jonsie]

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@b4u2 wrote:
The phone doesn't always give you accurate information regarding the data usage so you're probably best getting in touch with customer service.

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I agree though I'm sure the phone will give a damn site more accurate recording than O2s system.....

[EmilieT]

Hi @PamT, did you have the opportunity to reach out to Customer Service, as suggested by the other members above? If so, what did they say? 

[PamT]

I've had a long online chat with 02 and managed to get a full breakdown of my data usage for the seven day period in question.  I did complain about having to pay for extra data and, as a gesture of goodwill for my being a loyal customer, 02 have credited me.  So well done to Customer Services. Oddly enough, the spike occured at the same time I had no signal owing to a fault with a local mast.  Essential works are being carried out from 12-15 Sept when I may lose reception, so I would hope the data issue does not occur again.  

[Cleoriff]

Ah well a mast being down would account for the spike in usage @PamT

Pleased O2 offered you a goodwill gesture though.

[jonsie]

Well done, glad you got the data back. Keep checking it coresponds roughly in the phone settings.

[Anonymous]

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@Cleoriff wrote:

Ah well a mast being down would account for the spike in usage @PamT

Pleased O2 offered you a goodwill gesture though.

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I’m confused.. how would a signal outage account for a spike in use, surely it should be the other way round or have I missed something ?

[MI5]

I thought the same tbh.....