Unbilled usage not recording all textts and calls

[barrietoomer]

I have 4 phones on my account. I use unbilled usage (All Usage) regularly to keep an eye on my young daughter. In the last few days it is showing no calls or texts but she has called and text me regulalry. The unbilled usage is working fine for my phone. Any ideas? Can she stop her calls and texts from showing on the unbilled usage?

[forumfairy]

Hi
It can take up to 72 hours for unbilled usage to show on an account however if yours is working fine I'd suggest reporting it to customer services (191, live chat or tech team on here). It may be a delay in the system for her or a system issue. She wouldn't be able to hide her usage from you as all unbilled usage is reported directly from the sim card. 🙂

Just as an aside, do you view the usage through the app or the online account? 

[barrietoomer]

The online account. I have reported in on Live Chat but to no avail. I am waiting for a response from the Technical Team but just wondered why one phone is showing all textx and calls on the unbilled usage but not hers. As we are monitoring it I didnt know if she could get around it somehow!!

[barrietoomer]

How do I report it to the Tech team on here?

[forumfairy]

The Tech team go through the posted messages and will pick this up as soon as they reach yours.  Apparently they are a small team so you may have to be patient with this. 🙂

Although all four phones are on the same account it is possible for issues to arise for them separately in respect of reporting - live chat (and customer services) should at least have be able to report if they can see unbilled usage for the number at their side and, if not, raise this as a fault. 

[ChazzD]

@barrietoomer

Our Live Chat team will be able to raise this with our Technical team for you. Alternatively you can give us a call on 191 and we'll escalate it this way for you. 

[barrietoomer]

The Tech team already know about it and passed it onto billing. Not heard a thing since!!! Seems to be working again now but from 30th Jan up to Sunday it wasn't recording them. Any explanation would be appreciated. Or the promised response from billing/tech team would be good!!

[Rahim]

@barrietoomer Have you received a response from our Billing team?

If not, please get in touch with our team using the details from the private message I've sent.