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Posted Oct 26, 2012
Data usage
So I get an email that I'm nearing my data limit and about to go over. Am I not to assume that when I see the wifi symbol in the upper left that I'm on wifi? I font see how I can be near my cap. Do text msgs use data? I have unlimited texting on my plan. Thanks.
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10-26-2012 9:47:22 AM
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ACE - Professor
Hey there!

Excellent question. Sending does not count against your data usage, unless its a picture message, which doesn't use very much. Using iMessage if you have an iPhone and on the cellular network will use data yes but will not count against you text message count.

Another to make sure if you have an Android device, is to make sure your Wi-Fi sleep policy is set to "Never". You can do this by going to Settings > Wifi and network > advanced options.

Another cause can be that there are apps running in the background. To close them on iPhone, double tap the home button and a gray bar should appear with apps in it. Hold the app until they begin to wiggle and then select the red " - " button.

On android, go to settings > applications > running applications.

Hope that helps!
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
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Data usage

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Oct 26, 2012
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Tutor

I get the same messages a lot of the time as I was nearing the end of my billing cycle (hummm).  I am on Wi Fi almost 90% of the month but they keep telling me that I'm near my limit.  So I get charged an extra $20 every month on top of my normal bill.  How can I prove that they are wrong?  I can't, so I get stuck with additional charges almost every month.  It's like the system was built so the they don't have to prove the customer over used the data.  They just send a customer a message saying that "you are being charged" and end of story.  Does anyone else think that's wrong?

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Oct 26, 2012
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ACE - Professor
Hey there!

Excellent question. Sending does not count against your data usage, unless its a picture message, which doesn't use very much. Using iMessage if you have an iPhone and on the cellular network will use data yes but will not count against you text message count.

Another to make sure if you have an Android device, is to make sure your Wi-Fi sleep policy is set to "Never". You can do this by going to Settings > Wifi and network > advanced options.

Another cause can be that there are apps running in the background. To close them on iPhone, double tap the home button and a gray bar should appear with apps in it. Hold the app until they begin to wiggle and then select the red " - " button.

On android, go to settings > applications > running applications.

Hope that helps!
~Sunshine :smileyhappy:
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Re: Data usage

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Oct 27, 2012
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Mentor

Yes, that is wrong.  Especially if you have an iPhone.  My data has been going crazy for close to 3 months now.  The AT&T tech said they  are having issues with Apple's system and their data compatibility.  They have been writing off that charge for my bill for 3 months, since they have yet to find a solution.  Do not just pay for these overages, this is a problem between Apple and AT&T.  Unfortunately, the customer is the one who gets stuck in the middle.  Just call tech support and tell them your problem.  Tell them you want them to write off the extra charge.  

 

Believe me, you are not the only one!!

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Nov 13, 2012
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Tutor

This very same thing has been happening to me for the last 3 months and I don't know what to do about it! Because there is no way to prove you are using WIFI the whole time. I hate AT&T and will be leaving this carrier!

Re: Data usage

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Nov 13, 2012
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ACE - Expert

Mrchurch wrote:

This very same thing has been happening to me for the last 3 months and I don't know what to do about it! Because there is no way to prove you are using WIFI the whole time. I hate AT&T and will be leaving this carrier!


unless you go to sprint or one of the lower tier carriers no one else has unlimtied data. In the care of verizon they only have shared plans and nothing else.

 

There is also no way of knowing if you are actually using wifi at all times, if there is a gltich in the wifi transmission the phone will switch back to cellular seamlessly, if the phone goes into hibernation - aka power save mode - and you are listsning to something like pandora the wifi radio will be shut off by the phone and you will be listening over the cellular data - this is a feature of 99 percent of the cell phones, the only exception in some cases is if the phone is on the charger, but have seen the iphone use cellular even when on the charger by setting a monitor point on the firewall / router.

 

In the majority of cases no matter where you go, you will get the same issues

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Re: Data usage

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Nov 18, 2012
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Guru
If it's an iphone call 611 right away. All the new iphones have a bug where they slurp data even when you are on wifi and not using it.
Enjoy the runaround. ATT will probably tell you to call Apple & Apple will tell you to call ATT.

Re: Data usage

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Nov 19, 2012
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Community Specialist

If you're still having issues please send a Private Message to me @attjuliecs with your account number, full name and contact phone number. 

 

Thanks! 

Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.
*I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

Re: Data usage

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Nov 27, 2012
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Contributor
What is your email?

Re: Data usage

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Nov 27, 2012
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Every month 2 of the phones on my families account get messages regarding data overages on our iphones.  We are very careful to close out apps and use only wifi the majority of the time.  We cannot afford to continue to have these charges added to our account and we are considering discontinuing our service with AT& T when contracts expire.  Has anyone discovered a solution to this problem?  Has anyone emailed ATTJulie CS about this problem and got results?

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Nov 27, 2012
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@cmbowlan You might as well try. Click on the blue word AttJulieCS and then click the envelope to send a message.

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Nov 27, 2012
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ACE - Expert

use this one

 

I would recommend that you send a Private Message to Community Support is part of the AT&T customer service team, They may be able to resolve your Issue. You can expect a reply via return PM between the hours of 7am-10pm CST.

 

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Re: Data usage

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Nov 30, 2012
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Voyager

I've been seeing the same thing for both my IPhone 4 (not S) and much more my sons IPhone 5 - on shared data plan with AT&T. My sons problem got a lot better once he turned Itunes syncing over cellular off. Been checking daily usage since.

 

So checked this morning and all of a sudden our reported usage total has pretty much been reduced by a factor of 1000! Yesterday it was 0.7Gb - today the combined total is only 0.8Mb.

 

Maybe its a glitch in the AT&T reporting or maybe they have decided to somehow correct whats been going on?

Re: Data usage

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Dec 14, 2012
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I'm leaving too because this seems to be ongoing and wide spread problem that att fails to get a handle on and well why should they when it's pure revenue they don't have to work for. att, you're fired!!

Re: Data usage

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Jan 12, 2013
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I can clearly document this wrong data charge. At 5:54pm, my data usage was 289.67mb, at 7:46pm my data was 289.6mb, at 10:07pm, I was 2 mb over my limit of 300mb. Between 7:46pm and 10:07pm, I absolutely did not usage anything except received a couple of words and send a couple of words in texts.
After waking up this morning, I found I was charged another 6mb during my sleep! This system definitely has problem. But AT&T rep keep denying it!

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Jan 12, 2013
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Sorry at 7:46pm my data usage was 289.69mb.

Re: Data usage

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Jan 14, 2013
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Voyager

This has been driving us insane for the past couple of months.  We've been getting messages saying we're near the data plan limit on one of the 3 iphones we have.  Last month my daughter went over her data plan 3 days before the end of the cycle - we thought maybe it was because she was streaming music in the car.  Ok, she stopped that.  The plan rolled over at the beginning of this month, and we have 21 days left in the billing cycle.  At 1:31 am we got an email saying she was at 2825 MB, and at 2:35 am she was over her data plan at 3082 MB - and SHE WAS SLEEPING.  This is absolutelly ridiculous.  I'm calling Customer Support this morning to complain - I see huge packets of data being sent by "phone" and just don't understand what's happening.

Re: Data usage

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Jan 14, 2013
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ACE - Professor
Hey there Compumom!

Sorry to hear about the issues. Firstly what kind of device does the person have (Android, iPhone windows phone etc.) ?

The times you are seeing is the time where the data used is being sent to the system. It may sometimes take a few hours, and some times it may take 2-5 days for the data to accurately display.

You mentioned she used to stream music in the car, and since then has stopped.. Does she stream while she does other activities? If so, how long? That can be a huge factor.

Another possibility is that she may have applications running in the back ground. Simply going to the home screen does not close the applications. So if for example you are using Safari and simply press the Home button, Safari WILL continue to consume your data.

To close the apps on iPhone, double tap the home button > press and hold a application in the gray bar until it begins to wiggle > select the red button that appears on the app. That will close them on iPhone.

On Android, go to Settings > Applications > Running Apps to close all open applications.
~Sunshine :smileyhappy:
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Re: Data usage

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Jan 18, 2013
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It is amazing to me that this is still a problem.  I have been calling in to customer service every month since July 2012.  Why?  Because no one still knows how to solve this issue.  Their "solution" is to just turn my cellular data off while at home.  It isnt supposed to be using my data anyway when I'm on wifi and seriously what a pain.  AT&T blames Apple and Apple blames AT&T- the sad part is, who is the one getting the raw deal.... Oh yeah "raises hand" remember me, I'm the one paying for your service .... The CUSTOMER.  Horrible.  (Oh, and from doing some more research, they can't blame just Apple anymore- this is happening with all types of phones they have their data service for.)  :smileymad:

Re: Data usage

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Jan 18, 2013
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ACE - Expert

tkaye10 wrote:

It is amazing to me that this is still a problem.  I have been calling in to customer service every month since July 2012.  Why?  Because no one still knows how to solve this issue.  Their "solution" is to just turn my cellular data off while at home.  It isnt supposed to be using my data anyway when I'm on wifi and seriously what a pain.  AT&T blames Apple and Apple blames AT&T- the sad part is, who is the one getting the raw deal.... Oh yeah "raises hand" remember me, I'm the one paying for your service .... The CUSTOMER.  Horrible.  (Oh, and from doing some more research, they can't blame just Apple anymore- this is happening with all types of phones they have their data service for.)  :smileymad:


the decision to utilize wifi or cellular is made at the device level, and at the app level, no carrier has the ability to force a phone to utilize cell over wifi. The switch back to cellular is automagic, if your wifi connection is bouncing the phone will switch and stay until the wifi connection becomes stable. By design a cell phone when it goes into hibernation mode will turn off the wifi radio if not plugged into a charger., if you have an app or apps in the background that auto update information - like email, facebook autocheck, twitter or any one of the other thousands of apps out there that multi-task and run in the background they will use cell data - this is universal.

As an experiment I took a iphone and a HTC Inspire that was not in use by anyone in the company and reset it back to factory defaults, nothing installed outside of what the base factory apps

 

Iphone - reset 10/12/2012

 

Sent - 40.6 MB

Recieved - 189 MB

 

HTC Inspire - reset 10/12/2012

 

Sent - 6.4MB

Recieved - 37.4 MB

 

 

 

 

 

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Re: Data usage

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Jan 18, 2013
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Guru
@wingrider wow! That is a big difference. What is all that data from? ICS Android devices break down which apps sent how many MB on a nice chart.l It would be cool if someone could do something similar on those Iphones.

That said, it's shameful that ATT and Apple are passing the buck on this.

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Jan 18, 2013
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ACE - Expert

harryspar wrote:
@wingrider wow! That is a big difference. What is all that data from? ICS Android devices break down which apps sent how many MB on a nice chart.l It would be cool if someone could do something similar on those Iphones.

That said, it's shameful that ATT and Apple are passing the buck on this.

since it was a stock iphone with  no apps and at default I would hazard a guess it is the Icloud functionality, since the cries of "excess data usage" are non-carrier specific would als my a safe guess that the fault is not in the carrier, but in the device itself.

So your last statement is inaccurate - Apple is passing the buck, it is no wonder why they backed off on parts purchases that are used in the manufacturer of the iphone 5, after initial sales, the numbers have been pretty depressed, and the rumor of the Iphone 5S coming outin the summer, maybe they will get that one right.

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Re: Data usage

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Jan 18, 2013
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Guru

(Never mind, I made a mistake. Does anyone know if there's a way to delete your own post? I seem to only be able to edit.)

Re: Data usage

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Feb 20, 2013
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I RECEIVED A TEXT THAT SAID I have used 100% of my data. And my overage is 48. 48 what? MB or GB

HELP!!

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Feb 20, 2013
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Tutor

Long time customer with AT&T: my problem is with the way AT&T handles data charges

1. There should be a message to turn off cellular data option along with the "nearing limits messaging". After THREE MONTHS of going round & round with AT&T, it was finally explained why I was being charged (even in wi-fi environments). It is a factual matter that many customers are not aware of this; nor being told this when calling into cust service. I was advised to turn off background data and turn off data enabled. However, the 1st rep I spoke with as couple months ago just said to be sure I was in wi-fi environment; I did (got overages during last day of billing cycle). The 2nd rep spoken with last month told me to shut the phone off at night (as most of the data was tallied around 12 midnight); I did (got overages during the last 2 days of the billing cycle). The 3rd month & the 3rd rep (last 2 reps were supervisors) was the first time anyone advised of the background data usage, etc. I'd say that's pretty shady customer service, at best.

 

2. Furthermore, there is no way to sync your real-time data actual used/documented on my phone against the billing statement. AT&T system updates during the night (it seems around after midnight) and they roll up a cumulative total. It NEVER matches to what my actual data says I've used within the same period. How is a consumer to know if AT&T billing calculations are accurate? This is false/inaccurate billing, in every form, when the statement says used 3000 kbs at 12:01 AM & phone is OFF at that time, with no actual usage. If the AT&T cannot confirm where the data is coming from (they say due to privacy issues), then, why should I, the account holder/payer/consumer, believe the data is accurate??!!! AT&T, either bill according to my actual usage or prove where you get your figures from!  [Per Guidelines:  Keep it Relevant and Appropriate]....

Re: Data usage

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Apr 5, 2013
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Voyager

This  entry so hits the nail on the head.  I've had laptop data connect for over 5 yrs. from AT&T.  I had the old unlimited service and never came close to going over to 5G until around Dec. of 2012, I went over and my service was suspended.  So much for unlimited, I guess I missed the notice and the fact that I was paying $60/mo for something that didn't exist, had I not missed the notice, I could have been paying $50/mo since approx 2009, do the math on what that cost me.  After being reinstated, I looked at my data usage more carefully.  I haven't streamed a movie since summer of 2012, I don't download any music, I get perhaps a photo via email once per week, in fact I felt my time at the laptop had decreased, but instead my data amount has increased from my normal approx. 3G per month to right up to the top, with many irritating warnings that my data is close to overage-so just add the extra 1G for $10. This present month tops them all, I'm about 10 days into my billing period and have about 1 1/2 G left for 20 days!  And I've been avoiding laptop use!!!  So, where is all this data usage coming from???  I've chatted and phoned for advice and I don't get any good answer for why my data is being eaten up so fast.  A supervisor told me to install AT&T communication manager so I could track my data more closely, well dah, I have to have communication manager to launch my connection and I clearly have been watching my data usage being sucked away for reasons unknown.  I'm stuck though because of a very limited selection of internet services in my rural area.  I'm thinking maybe I should go back to using my old modem that I changed about a year ago, when I was only receiving 3G speeds vs 4G.  It seems as though all internet services have us by the throat-there's not much competition, no one is offering anything much better than the next guy.  My alternative is yuck, dial-up.  I'm glad I'm not the only one realizing the same problem-I thought I was maybe going on-line in my sleep.

Re: Data usage

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Apr 6, 2013
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Voyager

Where did you get AT&T communication manager? I don't see it in the app store.

Re: Data usage

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Apr 6, 2013
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ACE - Expert

datafoobar wrote:

Where did you get AT&T communication manager? I don't see it in the app store.


Becasue it is not a app for a phone

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

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Apr 6, 2013
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Voyager

I probably posted my complaint in the wrong area, as mine was regarding my laptop with use of an AT&T Momentum modem.  Communication Manager gets installed when you plug in the USB device, as well as setting up the whole connection to your laptop.  I'm still wondering why I'm going through much data and am also investigating some other options outside of AT$T.

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Jul 7, 2013
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Voyager

My data usage has increased dramatically over the last month. I called and got a credit  for May which was great. I started closing the icons at the bottom when you double click and used wifi as much as possible then the last two weeks of June I went over again even getting charged $20 for two more overages. My billing cycle started on July the 5th and I started turning data off and on the 7th at 11:52 a.m. I had gotten a notice saying I'd used 65% of my 2 gig, and I had turned data back on for a very short while. I have even turned the notifications off and deleted several apps. I can not afford this and may have to get rid of this phone all together. There has to be a major "glitch" or scam taking place. [Per Guidelines:  Keep it Relevant and Appropriate]. Please make it stop. The same thing happened to my wife's phone/plan a while back but mysteriously stopped when we added more data and 3gig was the lowest plan and now I feel as though I am being forced to move up my plan for more data.

Re: Data usage

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