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 to bed.  Got up at 6 am to start the next one and noticed the data has decreased in my Service Plan, but my Bonus Zone data hasn't changed. 

 

Last night at 11:11 pm there was 8.7 GB in the Service Plan, and 40.4 GB in the Bonus Zone.  At 3:30 am this morning when I started the first download, it still showed 8.7 GB in the Service Plan, and 40.4 GB in the Bonus Zone, which I expected.  But when I checked it a little after 6 am, it now has 7.9 in the Service Plan and still the 40.4 GB in the Bonus Zone. It's now 7:20 am, and Bonus Zone is still 40.4 GB, but Service Plan is now at 7.6 GB.

 

I've been tracking my data usage and this is the first time this has happened.

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. 

  • Liz's avatar
    Liz
    Moderator
    2 years ago

    Hi Laurie26,

     

    Thank you for your patience while our engineers looked into this. They aren't seeing any data usage discrepancies, so can you please confirm what you're looking at to determine which data type (regular service plan or bonus) is being used? If you could provide a screenshot, along with an explanation, that would be super helpful.

     

    Thanks!

     

    -Liz

    • Laurie26's avatar
      Laurie26
      Freshman
      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
      • Liz's avatar
        Liz
        Moderator
        2 years ago

        To clarify, when you have token data during the Bonus Zone, that will be used after your Bonus Zone data has been depleted. Token data is like your safety net and will be used once any other eligible data is used up. 

         

        So when you were checking the usage amounts, were you checking in the support center online? It would look similar to this:

         

        Thanks,

        Liz