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EE UK Fixes Faulty Mobile Broadband Data Usage Reporting

Tuesday, September 30th, 2014 (8:56 am) - Score 3,346
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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.

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Mark Jackson
By Mark Jackson
Mark is a professional technology writer, IT consultant and computer engineer from Dorset (England), he also founded ISPreview in 1999 and enjoys analysing the latest telecoms and broadband developments. Find me on Twitter, , Facebook and Linkedin.
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2 Responses
  1. Avatar DTMark

    Although the reporting in the online portal was often wrong or simply not shown (e.g. 0MB available when you have 6GB left) – I reset the counter on our modem/router following a top-up several times to check accuracy.

    On all occasions except one, the router here was showing that the entire allowance had been used, accurate to the MB, so I don’t think I ever had to pay more than I should have.

    Now we come to the top ups.

    “You need to buy data to go online” – OK, click that. Work through the screens, put details in.

    The 3DS bank pages aren’t whitelisted, so that *always* fails. It has been like this since the start. Click the link “Can’t see any content?” and just bypass that security check.

    That the results in “ANONYMOUS PAYMENT FAILED” when actually it succeeded.

    And the corker – the 10GB top-up is £30. The maximum top-up amount is £25, so you have to do it twice.

    And nobody has spotted that. It’s a bit of a comedy really.

  2. Avatar sentup.custard

    Well, I can only go by my own account, of course, other customers’ experiences may vary, but…

    It seems to have gone bonkers – but not to my disadvantage.
    Previously, yes, it was over-recording, quite badly. Not something that was a problem for me personally though, as I’m a low user and even going by their figures I wasn’t likely to hit my 25GB limit.
    A few days ago, with three days left in this billing period, my own monitor showed that I’d used about 14.5 GB, so I should have had about 10.5GB left – but EE’s version said that I only had about 6GB left.
    Now, with one day left in this billing period, my own monitor is currently reading 15.74GB, so I should have 9.26GB left – but EE’s version now says I have a massive 14.7GB left!

    Ah well, one day they’ll get something right I suppose – which will be a disaster for the overstretched NHS, as every A&E department in the country will be overwhelmed by the number of people being wheeled in suffering from extreme shock.

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