Forum Discussion

Laurie26's avatar
Laurie26
Freshman
2 years ago

Data is being subtracted from my Service Plan Data instead of the Bonus Zone

I've had this service for about a month, and have been downloading a couple hour long videos from utube everyday between 2 am and 8 am.  I started the first one this morning at 3:30 am, and went back...
Data Management
  • Laurie26's avatar
    Laurie26
    2 years ago
    Thanks Liz.  The last time this happened (about a week ago?) I called about it and the phone rep suggested I unplug the modem for 10 seconds, which I did.  That did fix the problem.
     
    Then it happened again during the bonus period yesterday morning.  I had data left in the bonus zone and had already run out of my service data.  I had purchased the 5 gb tokens, and early yesterday morning (during the bonus period before 8 am) all my activity used up the data that was remaining from the 5 gb tokens I had purchased.  And no data was taken from the Bonus zone.
     
    That is when I contacted the community and you were nice enough to give me the complimentary 5 gb.  I also unplugged the modem and that seemed to fix the problem, because when I was on the computer early this morning (before 8 am) the data did come out of the bonus zone like it should.
     
    If it happens again, I will take screen shots as you suggested.
     
    Thanks,
     
    Laurie
maratsade's avatar
maratsade
Distinguished Professor IV
2 years ago

Laurie26 

One of your connected devices is likely using data for something.  To find out what's connected and how much data it has used, do this:

 

Click on Usage (on the ribbon at the top of the community's pages)
Click on Usage Details
Click on Usage again -- you will now see the Connected Devices link
Click on Connected Devices
Click the button labeled "See all connected devices." It's located towards the bottom of the page.

  • Laurie26's avatar
    Laurie26
    Freshman
    2 years ago

    Thanks for responding.  I know my device was downloading a video from Utube.  But this was at 3:30 am, and when I checked around 6 am, I saw the data was taken from my service plan rather than the bonus zone.

     

    So my problem is that the data is being decreased from my service plan during the bonus period.

    • maratsade's avatar
      maratsade
      Distinguished Professor IV
      2 years ago

      The reps here can check on that for you, to see if there really is an issue, and if there is, they'll fix it.   They're on M-F mostly during business hours. 

      It may be that the data usage isn't being reported as it happens -- it may take a while to synchronise.

      You should keep track of device usage anyway, to get a feel for how your network is using data. Use the information from the site for this. 

      • Laurie26's avatar
        Laurie26
        Freshman
        2 years ago

        Thanks.  I'll keep tracking my data and see if anything changes tomorrow when the reps are working.

         

        Thanks again,

         

        Laurie