[Christoff-Gp4gP]

Okay, so a few days ago I woke up to find a series of about 20 messages on my phone (which I found odd, I'm not usually that popular). I read the messages and most were from my network provider: 3.

The first message stated "You've nearly used your internet allowance" and was sent at 4:40am, while I slept. A few minutes later at 4:56am another message was received stating "You've reached your internet allowance". Again, a few minutes later at 5:07am I received another which reads "You have spent £2.54 on internet". Then a load more messages all the way up to "You have spent £47.53 on internet".

Just so you know, my phone runs an Android operating system and I have 500MB included in my plan, plus a 2GB addon which was a freebie "good will gesture" when I phoned up a few months ago complaining that my 500MB (originally advertised as 'unlimited') wasn't upgraded to 1GB when 3's 'unlimited' data was changed to 1GB. So in total I have 2.5GB of data usage, but I'm sure you could've worked that out yourself.

The (almost) £50 that they charged me on top of my bill is equivalent to about 500MB of data outside my allowance. I've just been on the phone to 3 for the third time since this happened. I asked what my previous data usage has been like and the most I have used is 600MB in a month, and on average 400-500MB a month. I'm currently halfway through the billing month, so going by those figures, assuming I normally use 200-250MB per half month, this month I've used 12-15 times my usual amount

Obviously something isn't right here, 3 tell me that the data usage did come from my phone but I have no idea how that can be possible. I've had the contract for over a year and nothing like this has ever happened before. I checked what apps I had open after discovering the messages and the only thing I can think of that should have had internet access was my Google mail account, which is constantly open and syncing, and I've never had problems with it (and of course it wouldn't download hundreds or thousands of MB over night). My browser (dolphin mini for anyone who's interested) was also open in the background, which isn't that unusual so again shouldn't really be the cause of the problem, especially considering there weren't actually any tabs with content open.

Apart from those 2 apps I can't really think of anything else that could've had any internet access, other than other syncing with my google account (e.g. calendar and contacts, neither of which would have changed). There were no updates to the phone made overnight, or to any apps on the phone, so I'm really confused.

The 3 representative that I spoke to said that they can't access information on what was downloaded, what gobbled up all my data. Does anyone know if that's true? I find it hard to believe that an internet provider doesn't keep logs of what their customers do.

They offered me a £20 "goodwill gesture" so that I only have to pay £30, as they can't explain what used the data, and I'm convinced it's not my fault. But really, £20 just isn't good enough. I'd still have to pay £30 and go for the rest of the month without internet access. I haven't yet accepted this goodwill gesture and said it was unacceptable.

Another thing I'm annoyed about is the time that I got the warning messages. Starting at 4:40 am and continuing for a couple of hours until I'm charged £50 is ridiculous. I was asleep, no way to react to the warnings. Had I been awake I'd have disabled my data when I saw that my allowance was used up. At a time like that ideally I'd have liked the internet to have just cut off to prevent the £50 charge, but of course they're only interested in making money. I mentioned this on the phone and apparently the only way they can do this is by putting a £0 limit on the account which wouldn't be internet data specific, it would mean I can't spend anything outside my plan, which I may sometimes want to do (e.g. international calls/texts), so that's not really an option.

Does anyone have any advice on what I can do? I don't understand what happened with this huge amount of data usage and they say they are unable to find out what the data was. Can I somehow convince them, or argue my point in a way that will let this ridiculous charge go? Or is there anyone I can complain to? Ofcom or some other kind of organisation maybe? And would complaining to people like them actually help me?

Thanks for reading.

[prking]

First of all, you need to approach this in a clear and logical way. Don't get sidetracked by issues like the texts, they arrived when the data use was registered. Far better to sort out what is or isn't using the data.

Some background. None of the networks keep detailed records of where you browsed or what you connected to. They could spend hours doing a low-level investigation. But of course, its much quicker for you to check your handset.

So, go through your handset in detail, take your time to do it properly. Check what is syncing and updating.

Check your data counter and consider installing one which provides a historical log.

Once you've got actual proof (either way), then you can make a complaint to Three. Follow the proper procedure, put your complaint in writing. Make the complaint concise and accurate, don't go off on a tangent. Enclose screenshots or printouts of your proof. Tell them that you request a full investigation, a full refund of the charges and an apology.

Now allow them time to investigate, when they do respond think about it before responding.

Should you reach a deadlock with them then you can go to the ombudsman service.

[BoBaDoB]

I dont think that 3 or the ombudsman will advise that you are entitlef to get a refund, i would suggest that you look at what is actually using your data on your device as 3 are not in control of this. It is down to the user to investigate what is using the data and eliminate the cause of the extensive use.

Taking preventative methods such as installing a data monitor, monitoring your usage on sites that use streaming, if you can not pinpoint the particular application that is using the data then wiping the device and re-installing 1 application at a time and monitoring is most probably the best method to find out what was using all that data.

There have previously been issues with some IMAP email accounts on all mobile operating systems which have caused devices to connect and download too much data, i would also recommend updating your devices to the latest firmware incase you have not yet done it.

Putting the blame on to 3 wont get you anywhere as they have not downloaded the data on your device, and i dont think that they will do anything for you in this instance..

[call100]

I would say the opposite. It will be 3's fault, but, it will take a lot of time and effort for them to give in and admit it. Just keep going at it, don't lose your temper and tackle each stage of their complaints procedure.
Talking to the Call Centre droid won't get you very far, generally they don't have a clue apart from the script in front of them...
Good luck.

[prking]

I agree, the key is to make a proper complaint. Not phoning the call centre and banging on about texts and what used the data.

As I posted, armed with the facts and a proper complaint you at least stand a chance.

[lisa02]

I thought this wasn't allowed to happen by EU regs... I might be mistaken but I thought that was the reasoning behind some networks (like o2, that I use) introducing a £1 a day cap, ie. you can't spend more than a quid a day on data, regardless of how much you download.

[davethorp]

Depending on what your current tariff is and where you are in your contract you may want to look at trying to get 3 to switch you to the one plan. Whatever ended up causing your surge in data use wouldn't be an issue then as data is truly unlimited

Similar thing happened on my iPad data sim with 3 last month. Something (i suspect sky go doing something in the background) caused me to use 1GB in the space of a day going £17.50 over allowance. I'm now in the process of canceling my iPad sim and now have a one plan sim in my iPhone which I'll tether to my iPad over wifi when out and about. Solved the problem for me

[BoBaDoB]

Of course the networks can charge you for going out of bundle and they do not have to cap it while in the UK, they have sent out notifications but the network can be up to 48 hours behind.

Questions really are:

Did you get the data allowance the network stated? if not then you could compain

If they state that you have used your 2.5gb of data then what can you expect to get out of complaining? it would be interesting to see what you would say "My phone used the 2.5gb of data up and its your fault! i want refunding" i am pretty sure that you would not get very far with that..

You have to find out what has caused the data download to such an extent in the time period you have stated and eliminate the problem. The network can only bill your for data that you have used, so if the phone has used it then its the users responsibility and you are liable.

I have been using smartphones for a long while now and never encountered the issues of going out of bundle, Android/iOS/WP7/Blackberry/symbian, especially on Android as there is not an internal data counter i ensured i had something like 3g watchdog (even if it is not accurate it gives you an indication on what you have used).

I would really wipe the device and install each app individually again after monitoring the data it uses, also monitor your usage on other sites. I would also check the email accounts that you are setting up i.e. exchange accounts etc and possibly change the frequency of downloads.

[call100]

So you are discounting the fact that it could be 3 at fault (most likely) entirely?

[Hardstyler]

what u need is a giffgaff sim, then those ghosts will ne very happy bunnies at night.. and you will be very happy once u wake up in the morning...

let me know should u want a giffgaff sim and enjoy the benefits giffgaff brings

[Nigel Goodwin]

Quote:

Originally Posted by call100

So you are discounting the fact that it could be 3 at fault (most likely) entirely?

I would say it's almost certainly not Three's fault, the phone is doing something and using data when it does.

My Nokia Symbian has similarly connected on it's own, despite all the settings been that it asks first. Deleting the email client cures it.

As the OP has an internet app permanently connected and syncing, it seems most likely that it's responsible?.

[wilt]

Quote:

Originally Posted by call100

So you are discounting the fact that it could be 3 at fault (most likely) entirely?

Why would it be Threes fault? It's not like the charge has come from nowhere, the guy has text messages from Three where the system has been tracking data usage from his device. If it had just appeared on his bill then perhaps it could be a technical error, but this just proves how effective Threes system is at tracking data usage in real-time.

Just because the OP wasn't awake in order to stop his device using the data is of no consequence, Three did all they had to by warning him about his usage. Just imagine if Three hadn't sent them, he'd still be happily using data up clocking up the charges.

I think he should take the goodwill gesture they have offered and use this as a learning experience.

[call100]

Sorry, but, as nothing changed on the OP's phone it is very possible that the fault is at 3's end.
Virgin attempted to charge me for data I had used on a phone that was not capable of using it. Even telling me for a while that I could have put the sim in another phone........
They do make mistakes............Dismissing the fact from the start is naive to say the least.
prking's advice seems to be the most sensible way to go.

[wilt]

Quote:

Originally Posted by call100

Sorry, but, as nothing changed on the OP's phone it is very possible that the fault is at 3's end.
Virgin attempted to charge me for data I had used on a phone that was not capable of using it. Even telling me for a while that I could have put the sim in another phone........
They do make mistakes............Dismissing the fact from the start is naive to say the least.
prking's advice seems to be the most sensible way to go.

But you seem to be dismissing the possibility of it not being a mistake though. It is an Android phone with apps set to sync in the background. This is the most likely cause.

I read a lot of forums and this isn't a widespread issue - if Three had fundamental issues with their data usage tracking as you seem to be suggesting, then it would be surfacing regularly - it isn't.

[IvanIV]

Such big volumes could be videos, some applications or even OS downloading updates, maybe maps, too? Also does Android send reports back to the authors? Social networking. I remember there was some undisclosed problem with one of early Windows Phone 7 app for some of the networks which was later fixed, maybe the same app for Android has the same problem. Unfortunately I do not know what it was exactly. I don't think this is a provider's glitch, they just monitored it. In either way I'd check what applications use automatic syncing, it will be one of them. Also failing to transfer something and retrying could cause this, too.

[mad_dude]

Could you have left teathering mode on , on your phone and someone has been nicking it.

[call100]

Quote:

Originally Posted by wilt

But you seem to be dismissing the possibility of it not being a mistake though. It is an Android phone with apps set to sync in the background. This is the most likely cause.

I read a lot of forums and this isn't a widespread issue - if Three had fundamental issues with their data usage tracking as you seem to be suggesting, then it would be surfacing regularly - it isn't.

Not at all....I'm quite willing to accept it could be the phone or an apps fault. However, personal experience makes me lean toward it being the networks error.......
Not challenging the charges would be a huge error unless you knew exactly what caused it....

Question for the OP...if overnight at home, would your Wi-Fi be switched on?

[IvanIV]

Quote:

Originally Posted by mad_dude

Could you have left teathering mode on , on your phone and someone has been nicking it.

That sounds very plausible to me, if it was on, with no or standard password, somebody in the neighbourhood could have used it.

[FriedGold]

My Vodafone account doesn't tell me what data I've used but it does tell me when the usage was and how much at each time. Do 3 allow similar? Might help trigger a memory of something you did at a particular time.

Sounds like a mistake at their end to me. Even the most data heavy app is going to really struggle to use 2.5Gb. You could watch a couple of films and not go near that.

[Jeeooorghhhbbb]

I don't understand how this could it be a network error? All Three do is provide their customers with access to the internet via their network. I can't imagine that an error on their side will cause data to start transferring over their network from or to the phone. The only mistake they could possibly make is not giving the correct allowance of data and charging for stuff that should be inclusive. It's also not Three's fault that warning texts were sent during the night as that is when their automated systems detected the high usage. They don't have any control over what your phone and the applications installed on it do. Rather than offering compensation (which won't actually fix the problem), Three's customer service/complaints people should assist in diagnosing what could be causing the problem. Have any new apps been installed on your phone? I installed a free game on my phone a while back and, although I thought I'd closed it, I noticed that my battery was running down quicker than usual. After uninstalling this game, the battery problem stopped. Clearly this game was still doing something when it wasn't in use. Can Three see any other instances when a high amount of data went from your phone over their network when you were unlikely to be using it (I'd imagine that although they can't see what the actual data was that was being transferred, they can see when and how much data has been transferred)? Is Three's data counter in real time or is there any delay? In this case, there could possibly be some liability on their side, unless they make you aware of the delay. Also, when the data appears to have stopped building up, can you recall doing anything with your phone at the time?

[moox]

Quote:

Originally Posted by Hardstyler

what u need is a giffgaff sim, then those ghosts will ne very happy bunnies at night.. and you will be very happy once u wake up in the morning...

If you enjoy O2's useless, low coverage, slow network.

Quote:

Originally Posted by Hardstyler

let me know should u want a giffgaff sim and enjoy the benefits giffgaff brings

Is that so you can get the £5 or whatever they hand out because they're desperate for customers? That's one problem - just about any of their customers are flashing their affiliate links (mostly on the Giffgaff forums).

[IvanIV]

Quote:

Originally Posted by FriedGold

Sounds like a mistake at their end to me. Even the most data heavy app is going to really struggle to use 2.5Gb. You could watch a couple of films and not go near that.

On a quick network, over night with a low overall traffic it should not be a problem.

[neo_wales]

Giff Gaff is really fast here in Wales, O2 works well. £10 unlimited data, texts and 250 min any network, you can't go wrong.

[Thine Wonk]

Quote:

Originally Posted by moox

If you enjoy O2's useless, low coverage, slow network.



Is that so you can get the £5 or whatever they hand out because they're desperate for customers? That's one problem - just about any of their customers are flashing their affiliate links (mostly on the Giffgaff forums).

Well they would be, they only have about 100,000 customers because most people don't want to be on a slow 3G network with not very good 3G coverage and no phone support only a forum if you need help. Not everybody suits pay as you go either as you have to keep topping up all the time and don't get a phone like you would on contract.

[lisa02]

Quote:

Originally Posted by Thine Wonk

Well they would be, they only have about 100,000 customers because most people don't want to be on a slow 3G network with not very good 3G coverage and no phone support only a forum if you need help. Not everybody suits pay as you go either as you have to keep topping up all the time and don't get a phone like you would on contract.

I have the phone I want, on a tarriff I like and it's working out less than a contract would.

£10 average per month + £349 for my phone = £589 over 2 years.

£30 per month contract + my phone free = £640 over 2 years.