EE UK Fixes Faulty Mobile Broadband Data Usage Reporting

Customers of mobile giant EE (Everything Everywhere) will be pleased to know that the network operator has finally fixed the incorrect reporting of Mobile Broadband data usage, which resulted in some users being asked to upgrade or buy more data when they actually didn’t need to do so.

The problem, which is believed to have been on-going for the past few months, has left a trail of bitterness behind after many users repeatedly tried and failed to get EE’s support teams to recognise the faulty data tracking issue. However, despite their best efforts, most user were simply told that they or their devices were either wrong and or needed to upgrade at extra cost.

Happily EE’s Community Manager recently confirmed that the problem did in fact exist and wasn’t merely a figment of their customers imagination.

EE’s Community Manager, Ed_H, said:

“We can confirm that some customers are seeing inflated data usage appearing in My EE and/or My Account and it appears some of you are experiencing this error.

First of all, we’d like to stress that customers seeing this disparity are not using or being charged for the extra data usage that is appearing in My EE and My Account. This is a display issue only.

We are working on resolving the issue right now and we expect to have a fix installed soon. Always remember that when you are close to your data allowance (80%) you’ll receive an SMS alert followed by a second text when you have used up your allowance that explains how to purchase additional data. You can also view an estimate of your data usage using the data tracker on your handset.

Apologies to those that have been affected by this.”

The fix has since been introduced and customers are now reporting an improvement. As one user said, “MyEE is now showing I have more data left this month than it was showing yesterday! Actual usage to date is now about half of what it had been reporting previously.”

But anger still remains, with another customer saying, “Any company that values its customers would do considerably more than issue a one line apology for, in my case, 3 months of being fobbed off or ignored.” Several users have also called for compensation after they felt compelled to buy more data, which in the end wasn’t necessary. Credits to The Register for spotting this.