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markewilliams 's profile

New Member

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1 Message

Wednesday, June 1st, 2022 7:22 PM

Usage Log Not Updating

For one line under my account, the call data in the usage log stopped updating on 5/12. Text and data for the line continues to update as expected, but no call data. And, yes, calls have come in regularly after 5/12. I’ve called support, but just keep getting transferred (to DirectTV support one time).

Accepted Solution

Official Solution

Community Support

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232.8K Messages

2 years ago

Thank you for reaching back out @lalbinson. We want to get you into a DM to go over a few additional troubleshooting steps with your call log concerns. Check the message icon in the upper right portion of the page and reply. 

 

In the meantime, we want to include some steps that may resolve your call log experience. Start by clearing the cache and cookies and your browser then:

  1. Go to Usage.
  2. Select the bill period you want to view.
  3. Choose your service type:
    • Wireless-only service: Look in the Usage by number section, find the device you want to manage, and select View more usage details and options. Then choose See data, text, and talk logs.
    • More than one service: Look in the Basic plan usage section, find the device you want to manage, and select View usage details. Then choose how you want to view your details.
  4. Select Download, then choose CSV or Excel. (Don’t see these options? Use the forward arrows to get to the last page. Once you see all your records, you can download them.)

If you are still unable to view through your web broswer, log in to your myAT&T account using the myAT&T app> Select My Plans and Services, then Manage Phone Features and Settings. Tap View Call Log. Check to make sure that you are logged in as a user that has authorizations to view and pay bill. 

 

If the above does not help, not to worry. We will get started figuring out the root cause and working towards a solution. Again, keep an eye out for the DM.

 

Alasani, AT&T Community Specialist 

New Member

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4 Messages

2 years ago

Mine has not updated since June 1 on one account and sporadically on the other. Whole days are missing. Text logs seem OK. Maybe a problem at AT&T?

Community Support

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232.8K Messages

2 years ago

We are here to help you view your delayed usage !

 

We recommended logging in through your web browser if you are accessing your usage details through the myAT&T app as this will help us pinpoint the area of concern.

 

Also, for app troubleshooting, learn how to check for app updates or clear app's cookies and cache. You may need to change your device type on the article provided to get personalized steps. Reinstalling the app is also a quicker way to get the latest version of the myAT&T app.

 

Use our star services for quick account updates by dialing *3282# (*DATA#) on your phone's keypad and pressing send to check your data and messaging usage. Lastly, learn more about usage reporting delays which include:

  1. Recent data usage is usually updated every three hours.
  2. You may be unable to see usage since your last bill online if you have a new account or changed your plan in the middle of a bill period.
  3. Usage info may not being available while we’re processing your bill. Usage generated near the end of a bill period may not show up until the next bill period.
  4. Additional delays of up to 60 days are possible if the usage takes place outside the U.S.
  5. For wireless roaming use, which is based on call records from other carriers, delays are normally 2-10 days but could be more than 60 days. Some use may display online but be billed during a later bill period.
  6. For talk use, you may see airtime for voicemails and other calls that aren't billed. If you use more minutes than are included in your plan, we'll deduct the minutes from your available Rollover Minutes. After that, we’ll apply a per-minute charge.

Let us know if this was helpful! Thank you for reaching out to the AT&T Community Forums!

 

Rhoda, AT&T Community Specialist

New Member

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4 Messages

2 years ago

No, it was not helpful. I am using the web not the app. I restarted my phone. There were no changes to the account. No calls were made out of the US. My bill was not being processed. On my phone there are no calls since June 1. On my husband’s which is a totally separate account in all ways there are random days missing that show no calls going back to June 12.

New Member

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1 Message

2 years ago

Why is AT&T so inconsistent with updating the call usage.  Sometimes it updates every couple hours then other days it doesn't update at all.  It's so annoying. Why hasn't this bug been figured out by now?

Employee

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3 Messages

2 years ago

Mine has not updated the talk usage since July 5 on one account. I have 9 lines on my account, all but one does not show the talk usage.

New Member

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2 Messages

2 years ago

Since the new usage update on the ATT account page no usage has been able to load. Is this going to be fixed soon. I get the following error when trying to look at my current month and previous months usage. 

Oops! Your online usage details aren’t available right now. Please try again later.
 Error code:  

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