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Ttholl's profile

New Member

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1 Message

Sat, Sep 24, 2022 5:25 PM

Incomplete text messaging data on call logs

On my call/text/data usage log from a previous month the data stops at 9/11 even though the current billing period goes to a previous date. Any idea why there is a block of missing data?

Accepted Solution

Official Solution

ATTHelp

Community Support

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203.5K Messages

2 months ago

Hello @Ttholl, we're happy to help with troubleshooting steps to resolve your text, data and call log usage concerns. 

 

If you are missing numbers on your text summary, Keep in mind, iMessage and other services that send messages via the Internet data are not logged. Only those sent via SMS or MMS go through the AT&T text message service and therefore appear on the bill.

  • Are you having this problem with data, text or call usage? There may be some delays in usage reporting. Depending on which usage report you're trying to view, there could be a delay of up to 10 days
  • It could be that some of the texts you have sent have been via SMS which is why they show the number on you bill, whilst others have been sent via data.
  • Visit MyAT&T app (under usage>View additional usage >select device number>choose between TEXT/DATA or TALK and what billing period you want to review)  to see every Incoming/Outgoing text, weather it’s TXT/IM/MMS/SMS or data usage/mobile data.

We also recommend 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. In addition, 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.

 

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.

We're here if you have any questions. Thank you for reaching out to the AT&T Community Forums.

 

Alasani, AT&T Community Specialist

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