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ID claiming I've used way more data than I have

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In the last week I have had to buy two add ons as my data has run out. I never use all of my data and haven't used anything more than normal. I have not changed my usage or downloaded anything big. My phone states I've used significantly less. My data reset yesterday giving me 21gb, I have been told today that I only have 4.6gb left. I only left the house yesterday for about half an hour so was connected to the WiFi for most of the day. My phone says I've used 1.02gb not 16.36gb like ID are claiming I've used in the same time. I have data saver turned on, all background usage turned off and have been on WiFi. There is no way this is correct. I cannot keep paying for add ons when I know im not using the data. And I cannot be without data. I have been given no help on the online chat despite asking for breakdowns of how ID claim I've used all of this data. I've just been told to wait 3 days for someone to get back to me which is no good.

Gemma MAnswer

iD Mobile Employee

Hi @Simon78T,

The usage shown on your phone and the usage shown in the iD Mobile app can sometimes differ, as they are measured in different ways and may not cover exactly the same time period. It may also be showing how much is left, instead of saying how much you’ve used.

If you're still concerned that the usage doesn't look correct, our Customer Service team can take a closer look at the account and usage records: https://www.idmobile.co.uk/live-chat

Regards,

Gemma M

The iD Mobile Social Media Team

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Owethu M

iD Mobile Employee

Hi @Danni89,

I’m really sorry for the frustration this has caused I completely understand how worrying it must be to see your data usage showing significantly more than what your phone reports, especially when you rely on your data daily.

We’ll need to investigate this further to understand why there’s a discrepancy and ensure you’re only being charged for what you’ve actually used.

I've just sent you a private message to help get this sorted.

To find it, click your profile picture in the top-right corner and select ‘Private Messages’.

You can also use this direct link to your inbox: https://community.idmobile.co.uk/inbox/overview

I’ll speak to you there and work with you to resolve this as quickly as possible.

Thanks for your patience.

Owethu

C

Cez87

New Contributor

I am having exactly the same issue my bills claiming I have used a significantly higher amount of data that my phone recorded. We are talking 10gb more. I have paid extra for bolt on etc but something not right at all.

M

Michael Z

iD Mobile Employee

Hi @Cez87

I've just sent you a private message to help get this sorted.

To find it, click your profile picture in the top-right corner and select ‘Private Messages’.

You can also use this direct link to your inbox: https://community.idmobile.co.uk/inbox/overview

I'll speak to you there.

Thanks.

Michael Z

Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

S

Simon78T

New Contributor

I'm having the same issue too.

My phone is saying I've used under 5Gb yet the app is saying I've used 46Gb.

Now apparently I've only got 4Gb left till June 20th.

Gemma MAnswer

iD Mobile Employee

Hi @Simon78T,

The usage shown on your phone and the usage shown in the iD Mobile app can sometimes differ, as they are measured in different ways and may not cover exactly the same time period. It may also be showing how much is left, instead of saying how much you’ve used.

If you're still concerned that the usage doesn't look correct, our Customer Service team can take a closer look at the account and usage records: https://www.idmobile.co.uk/live-chat

Regards,

Gemma M

The iD Mobile Social Media Team

Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

K

Kat100

New Contributor

I have also had the same issue i have never ran out of data before and have not done anything different but twice this week had to purchase more data !! Please can you help me

Z

Zandile M

iD Mobile Employee

Hi @Kat100

Thank you for getting in touch with us. I'm sorry to hear you've experienced this.

We'll be happy to look into why your data has been used up so quickly. Please send us a private message via our socials (Facebook or Instagram).

Thank you,

Zandile M

The iD Mobile Team

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C

Ch3753y_

New Contributor

I recently switched from Tesco mobile and had 100gb of data with them. My average usage was 94gb and never had any problems. Switched to ID and took out 200gb plan instead as I knew this would be more than enough, wrong! ID app is now saying I have used 360gb of data!!! That is absolutely crazy. Granted I have changed the collection date so my period of cover is extended but within the first 2 weeks I was at 180gb used. iPhone shows 39.7gb. I refuse to believe this is a true reflection of how much I have used. Sadly just started the contract and not had a great experience so far, would definitely change back providers if I could afford it. Wouldn’t recommend to any family or friends.

Gemma M

iD Mobile Employee

Hi @Ch3753y_,

I'm sorry to hear about the confusion with your data usage.

From what you've described, it sounds like there may be a misunderstanding about what the app is showing. If you're seeing 360GB, this is likely the amount of data remaining plus rolled over data, rather than the amount you've used. It wouldn't be possible to use more data than your allocated allowance without the allowance itself being larger, for example due to rollover data or an extended billing period.

As you've mentioned that you've changed your payment date, your current billing period may be longer than usual, which can sometimes make the allowances displayed in the app look different to what you'd expect.

If you'd like peace of mind and have someone double-check the figures for you, we'd recommend contacting our Customer Service Team via Live Chat: https://www.idmobile.co.uk/live-chat

They'll be able to review the data shown on your account and explain exactly what the figures represent.

Regards,

Gemma M
The iD Mobile Social Media Team

Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.