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Strange excessive data use on mobile broadband

jeffdawson78
4: Newbie

Hi,

I've very recently - 9 days ago - signed up to Vodafone mobile broadband 50GB plan using there mifi mobile router for use at home on my boat with our laptops.

 

As I have not used this before I have been keen to see how the speeds compare to my old Plusnet broadband and keep an eye on data usage.

I was therefore very surprised to see my account saying I had used 13GB of data over 2 nights! I checked the usage breakdown and saw a number of very strange readings of the same amount at small intervals:

 

16 Jan 2107
18:34  990.03 MB
19:33 990.03 MB
21:07 967.97 MB
21:25 990.03 MB
21:41 967.97 MB
21:57 765.02 MB
22:10 967.97 MB
22:30 199.16 MB

17 Jan 2017
07:09 11.49 MB
20.21 990.03 MB
20:35 967.97 MB
20:49 990.03 MB
21:05 967.97 MB
21:21 495.01 MB
21;28 967.97 MB
21:47 990.03 MB

22:05 234.86 MB 

 

On the 16 I did download a couple of shows from iplayer (approx 1.5GB) but nothing to use anywhere near that much data. 

I called the supprot line this morning but whilst courteous weren't able to do anything other than suggest visiting a store.

Has anyone experienced similar issues and how did you resolve it?

Thanks for any advice!

349 REPLIES 349

Thanks for your response, i can't remember buying any pass, i have however had to get in touch with the Vodafone support people who were able to put the block from their end.

 

It would seem to me (an i am not a cynic,) that VF has a deliberate strategy to make money by 1, not puting the block by default,  2, not allowing customers to add the block themselves from their account (even though the functionality exists).

 

 

JohnJ
Moderator (Retired)
Moderator (Retired)

@jidewura The Data Cap is a cap on the whole data service and we wouldn't automatically cap any customers plan, unless they've instructed us to do so.

We have a self-management system with our Vodafone accounts, meaning that you're expected to monitor your charges,usage and caps via My Vodafone.

Our billing systems are also independently audited by the BABT (British Approvals Board for Telecommunications), this is to ensure that we bill our customers accurately and fairly.

Please let us know if you have any further questions :Smiling:

 

 

Annie_N
Community Champion (Retired)
Community Champion (Retired)

I'm sure this is thoroughly reassuring to a customer who tried and failed to add the data cap via My Vodafone, and needed the assistance of CS to do so.

They are just quoting off a script Annie, if they had bothered to read the entire thread (and the others relating to this problem ) they would be aware that telling people to watch their usage and apply the cap online is not good enough.

@johnj You seem not to understand the issue or you have chosen to ignore the core of the problem.  let me state them more clearly to help you:

1, Vodafone states in it contract that customer's UK data cap will automatically be capped when they take on a new contract

2. Should it not be the case customers WILL be able to apply this cap themselves from their 'MyVodafone' account

3. No customer therefore should have been able to go over their contracted allowance, it should be their choice to 'opt out' of the blocking if they so wish

Can you now see that there is either a complicit strategic awareness of this issue by Vodafone for profit making purposes, thereby leaving its customers in very serious financial shortfall, or the depth of incompetence in too deep.

Alex
Moderator (Retired)
Moderator (Retired)

@jidewura I'm unable to find where exactly it states that the UK Data Cap will be automatically added when a new contract is taken out, are you able to provide a screenshot and link to this? 

From our website - 'We introduced a data cap on all Pay monthly plans purchased on or after 5 May 2016, and all Mobile Broadband and tablet plans purchased after 28 September 2016.' So yes, it should be the case. If it wasn't for yourself, it's something our email team will look into with you and rectify accordingly. 

Regarding your third point, I appreciate your opinion and will make sure to pass your thoughts to the relevant team who look after this type of query and make these decisions. 

You can see here - 'The data cap is off by default, but you can switch it on in the My Vodafone app or by logging in to My Vodafone'

I understand you had issues adding this cap when you tried, however it does highlight the cap being off by default and many customers are able to add this without error. 

I can see we've been in contact via email and a member of the team will reply to your most recent message as soon as possible. 

John
Moderator (Retired)
Moderator (Retired)

@jidewura We advise that all our customers monitor their usage via My Vodafone - you'll also be able to view a breakdown of your usage once your bill is produced.
We'll be more than happy to take a look at the data cap message you're receiving - If you're eligible, we'll be able to get this added on for you :Smiling:
So we can access your account, I've sent you a private message with details on how to get in touch.

Many thanks, i hve replied to the message appropriately

I started looking at this string when I experienced excessive usage on my wifi broadband, the sort of data amounts identified by many users are identical to completely inexplicable amounts I'm supposed to be using 990.03 MB being a common number.

We were away for half December 17, all connections turned off because of this unexplained usage problem, I have a 50 GB cap, within 4 days of returning 12 GB used within 12 days 50 GB used, we had downloaded 1 film and a couple of iplayer programmes, had to wait till 5th Jan to use again.

Left the router off till yesterday 10/1/18, 24 hours later, having downloaded nothing apart from email, 2.5 GB used.

I know lot of talk is about having a cap but the real issue is the rediculous data usage which can't be explained and VF seem to be trying to suggest is ok, they need to be honest with us and it seems to me they wont be unless this goes viral and they get negative publisity.

Following on from yesterday this is what happened overnight

Date and time Usage type Number Amount Charge

12 Jan 18 - 05:06Internet 0.23 MB£0.00
12 Jan 18 - 03:57Internet 90.00 MB£0.00
12 Jan 18 - 03:20Internet 990.03 MB£0.00
12 Jan 18 - 02:58Internet 967.97 MB£0.00
12 Jan 18 - 02:36Internet 990.03 MB£0.00
12 Jan 18 - 02:15Internet 967.97 MB£0.00
12 Jan 18 - 01:53Internet 990.02 MB£0.00
12 Jan 18 - 01:31Internet 967.97 MB£0.00
12 Jan 18 - 01:09Internet 990.03 MB£0.00
12 Jan 18 - 00:47Internet 967.97 MB£0.00
12 Jan 18 - 00:25Internet 990.03 MB£0.00
11 Jan 18 - 23:19Internet 992.48 MB£0.00
11 Jan 18 - 20:45Internet 949.47 MB£0.00
11 Jan 18 - 16:45Internet 26.41 MB£0.00
11 Jan 18 - 12:45Internet 0.41 MB£0.00
 Now saying I've used 13.4 GB since 12.00 midday on the 10th Jan, we have done some catching up and downloaded 5 hours of BBCiplayer programmes, 4.4 GB but that used 10.9 GB, can someone explain how that happened.