Unusual Data Usage on my cell phone

[dgalligan]

Hello,

I've been a Fido customer for over 10 years. I have a 6GB plan, which I have not gone over until last month. I got a message saying I'd gone over my limit.

The strange part about it is that I use the same apps each day - Google Maps, Email, Text, etc. No games or heavy data usage. No video watching etc. 

I had one day had a 4GB usage, and another day that had 2GB. Yet the rest of the week that I used the phone, my usage averaged between 35 and 80MB with the same apps. For the high usage days, I was at work and use the phone only for Google Maps and Gmail. 

I called Fido and talked to a very helpful woman, but there's no info about when I used this data and I'm concerned about the sudden and unusal spike in data use. It's never happened to me before and strikes me as strange.

Is there any remedy to figuring this out?

Thanks.

[Mabutch]

I have been a loyal Fido customer for over 10 years. I have had a similar issue recently. I have a monthly package of 100GB of data but I kept getting a message saying I was out of dat and it would cost $40 for 3 GB of data. I accepted. This happened several times. While I was still in the Fido app after just requesting 3 GB of data I get another message saying I was out of data. There is no way I can use that much data within seconds of getting more data. I called and spoke to customer service and they've asked me to check my apps. I have changed anything, I'm not streaming movies, I'm not on Facebook or instagram. This is insane. Fido has done something on their end and literally robbing people. If they do not resolve this, I'm going to switch my services. 

[Dinithi]

Last friday I received a message from Fido stating that all my data was finished. Initially I had a 60GB package. After receiving the message I removed the previous package and added a new 110GB package. However after just two days my data finished again so I upgraded to a 130GB package. Now for the third time, Ihv upgraded to a 150GB package yesterday morning. Each time Ive contacted customer care but there hasnt been a proper solution. They suggested checking background apps, which Ihv already done with no issues found. and they said the solution is update to a new package so I did it everytime. Yesterday morning I upgraded to a 150GB package and now I only have 7GB left. How is it possible to use that much data in a day Im considering leaving Fido as Im really disappointed. Just imagine how much I will have to pay at the end of the billing cycle. Is there any solution to figure this out

[FidoVan]

HI there @Dinithi and welcome to the Community!

Everytime you change plans, we bill you proratedly during the period for which your plan was active. For example, a billing cycle has 30 days and your plan costs $30. After 10 days, you change to a new plan at $60/month, so twice the price. Here's how your bill would like like:

- For the first plan for the first 10 days, we will only bill you $10 ($30 / 30 days = $1/day)

- For the second plan for the rest of the period so 20 days, since your new plan is twice the price, we will bill you $2 for the remaining 20 days, so $40.

So in short, one would pay $50 for this billing cycle with that kind of plan change. Keep in mind this is just an example.

What were your findings when you check your apps for their data usage? Are you able to share any screenshots?

[Cawtau]

Hello Dinithi,

  Welcome to the community!

  Unfortunately, I don't have any answer for your high data usage. I understand you have already checked background apps. The only other possibility I can think of would be Wifi-assist or similar device functionality. What does your device show as using data?

  I'm not sure of your understanding regarding changing plans, though. I understand you have recently upgraded your plan to 150 GB. However, if the plan change(s) happened in the middle of your billing cycle, you would not have access to the full 150 GB. Since you had upgraded from a plan with 130 GB, that amount of data would have already been used. Your remaining data for the rest of the cycle would have been 20 GB.

  While 13 GB is still a lot of data usage in that time-frame, it is a very different scenario than 143 GB of data used in that same time period, if that is what you believed.

  I also understand you may have been told you needed to upgrade your plan. Was purchasing additional data not an option? Most newer plans would include Data Overage Protection. It is my understanding that you should have been able to purchase additional data rather than having to change plans competely.

  You should note that this forum is community-driven and not intended as a venue for customer services. We do not have access to customers' accounts. If you would like additional assistance with your account, you would need to contact customer service. In addition, they can also be contacted via Live Chat, Facebook, or Twitter. Those methods can be accessed via the contact page posted above.

Hope this helps 😀

Cheers

[FidoSaira · Accepted solution]

Hey @dgalligan,

Welcome to the Fido Community!

I definitely understand how important it is for you to stay on top on your data usage and avoid any surprises on your bill. We wouldn't want you to be in any such situation either.

What you described does sound odd, but at the same time, your usage is detected through the Fido SIM card in your device. Do you close the applications running in the background?

We won't have any information on which applications were used on our end due to privacy reasons, however, we can only see how much of data was used on different days of your billing cycle. This information would also appear on your invoice once published. 

Can you also provide the following information:

• Which device are you using? 
• Do you monitor your usage through the Fido application? If so, which version of the application do you have?

I'd also suggest you read this on how to minimize your usage. This might help you too.

Let me know.

[MaxVince]

I've had the exact same things happen in the past few weeks. I was on a 2GB contract for many years and seldom went over. The most I ever used was 3GB in one month. In June, I changed my plan where I now get 8GB a month. In the past 17 days of this billing cycle I have used almost 6 of them. My usage and phone settings have remained the same for quite a while. I find it very curious that I get a plan with more data and it disappears faster than EVER before. I called Fido and hot no help on what might be causing this. 

[FidoSaad]

Hey @MaxVince

Welcome to the community

To better assist you, can you let us know what device brand and model you're currently using?

Also, have you had the chance to go in your settings under data usage to view which apps are consuming most of your data? How are you monitoring your data usage as well? Is it through the Fido mobile app?

Let us know!

[MaxVince]

I use an iPhone 7. I keep track of my data with the Fido App.

[FidoJulien]

Thanks for the clarification @MaxVince

Have you verified in your settings which app is using the most data?

[nick67]

Within iOS, I recommend going to Settings > Cellular > scroll to the very bottom and tap Reset Statistics. Then you can track cellular data usage on an app by app basis. This should help you narrow down which apps are using data and how much. Hope this helps you resolve your unexpected spike in data usage

[MaxVince]

I've done all of this. Typically the social networking apps (Instagram, Facebook) use up the most data. What I'm saying is that I'm not using it any more than in the past. Yet my data just seems to be disappearing at a much faster rate since I've had a contract with 8GB. 

[N-line]

It started happening to me too just recently, my cycle was re freshed today with 35gb of data which is my plan. I watched one video on YouTube and logged into the app and it has dropped to 17gb remaining of 35gb. Never happened before it's just sad really. 

[N-line]

And mind you I was using my free hour sessions and it still wiped out my data. Pretty much leaving Fido soon for life. Can't be having my money robbed like that there's no way I got a full tank of gas to fill 

[FidoSaira]

Hey @N-line, 

That definitely is strange! We understand how upsetting a situation like this can be.

Did the free session start?

You can check that in the app under ''5 Extra Hours of Data History''. 

You would have received a text message when the session ended as well.

The usage is always validated by your Fido sim.

You can contact us by these channels and we'd be happy to review it with you. 

[spacecowboy1]

Max Vince

This has happened to me as well. In July I traveled to the US and had huge data spikes that where completely out of the norm ( I'm on a 5gb plan using a Iphone 8 fully updated iOS, also have never gone over my data ever...) I called to inquire how I might have gone over, they suggested that it was something on the phone, like data assist or updating to the cloud automatically. Neither of these were turned on.  They were helpful and removed the data top up fee, I had to purchase.

  So we go down to the states again in August, I turned my phone to airplane mode. Made sure data roaming,data assist and cellular data were all turned off. Majority of my apps are wi-fi only, so.... My data spiked 1.1gb in 35 minutes?!? I know how quickly it happened, because that's how long it takes to drive to the border from my home. I would have been connected to my wi-fi while at home. And I made sure everything was off BEFORE we crossed the border. Now, I'm not sure if this is due to leaving the country but it happened twice to me. It also happened to my husband who uses Android and is with another carrier.  When we re-entered Canada I did take it off airplane mode, and  there was  a text from fido, asking if I wanted another top-up as my data was at 90% usage. My data was at 2.1gb when I turned it onto airplane mode according to the fido app. How does ones data spike 1.4 gb in 35 minutes when all "assists" remained off, while I was driving a car ?!? I can't figure it out but while doing some background research, I thought I would call Apple support and they said no update, app or program would use that much data in such a short period. Even with data assist on and 10 apps running.  these Fido mods aren't very helpful as it appears they just post scripted responses...): Fido rep(s) have been no help and I'm waiting (since Thursday and 2 follow/up calls (Friday and yesterday)) for a "supervisor" to call me back. 

As of note I've been on this contract for 1.5 years, so no changes there.  Anyone have any input on why this happens?

[FidoAnthony]

Hey @MaxVince

I can assure you that changing your plan does not affect data consumption in any way. With that said, I would suggest verifying your last invoice to have a better understanding of why you consumed more data.

I can also invite you to visit our community post on how to minimize your data consumption. You can view it here!

[dgalligan]

Hello!

I'm careful about my data - none of my apps have background app refresh on unless I'm using them and I don't leave anything running. I don't use Wifi Assist. 

Thanks for the speedy answer. I'm using an iPhone 6S. I looked through the link on minimizing data and my phone settings match all the things described.

I've just installed the Fido app so I'll track it now. I've never needed it before since this is the first time I've gone over my data in my many years at Fido. Seems strange that I've never gone over and suddenly, I used 6GB of data in only two days, then 2GB for the rest of the month. 


Diana

[FidoAmanda]

Don't forget that you can actually check how much data every one of your apps are using under your device's data settings.

While, on iOS devices, this data does not reset with your billing cycle (it has to be manually reset), this info will still give you a better idea as to what happened and where your data was used. 

Is this something you've checked?