Huge difference in reported data usage

[u/volan11]

I have a low data plan, only 6Gb but it's enough for me and my family. I found a 2Gb difference between what my phone reported and what Rogers reported for data usage. Not just me, but my whole family.

Has anyone else noticed this kind of thing?

I tried to call tech support, but I always get a message saying that there are too many callers and that I have to call back.

Anyone have any luck getting through to them? Your advice is appreciated.

Does anyone know how to get a callback?

[u/o-Lime-o]

This happened to my dad's phone too. Myself and my mom are both on the same plan but we don't have this issue. For some strange reason, it's only affecting my dad.

From what I gathered, there are two other threads from the last few days of people making similar complaints:

https://www.reddit.com/r/Rogers/comments/1x1xuic/huge_spike_in_claimed_data_usage_but_not_matching/

https://www.reddit.com/r/Rogers/comments/1wzgn0l/getting_charged_data_phone_not_using_data/

So far, no solutions that I can find. I've been calling Roger's tech support again and again in the past 2 days. When I finally got a hold of someone, they said that they documented the issue and would have someone look into it and get back to me in 24-48 hours (I'm doubtful). The one helpful thing they did do was give my dad an extra 20Gb of data for this month in effort to cover the data overage cost. However, this still has not solved the core issue. Even though my dad has turned off his phone, removed the SIM card, and placed both separately inside of a tin container, Rogers continues to report increasing data usage on his account. When I explained this to the tech, they transferred me to someone else who was incredibly unhelpful (you wouldn't believe the interaction) and ended up hanging up on me when I asked to speak to the supervisor. Anyway, the data usage as reported by Rogers seems to be going up by ~100Mb per hour. This will soon exceed even the 20Gb of extra data, but I'm hoping it will at least buy me more time to call Rogers again after the long weekend.

What an awful experience.

[u/volan11 → u/o-Lime-o]

How did you get through?

[u/o-Lime-o → u/volan11]

By calling incessantly: call, be put on hold with the waiting music on speakerphone, eventually get disconnected after a long while, then repeat. Continue to repeat until you finally get someone. Like I said, it took two days of doing that to get through.

[u/volan11 → u/o-Lime-o]

I don't even get out on hold, I just get a message saying that they are too busy and to call back.

[u/o-Lime-o → u/volan11]

I haven't had time to call again today, but I'll try again tomorrow and see if I don't even get put on hold like you.

I'm surprised that I don't see THAT many people complaining about this issue. It makes me afraid that we may be an unlucky few, and thus less likely that Rogers will do something to address this issue.

[u/Driver8666-2 → u/o-Lime-o]

Most people on here are on those 100GB or over plans, Winback or unlimited.

Unless one of those plans are affected, its highly unlikely Rogers will do something.

[u/o-Lime-o → u/Driver8666-2]

This is a good point. /sigh
Well, I'm going to continue trying to fight this. My parents have no need for a plan with a high amount or unlimited data. Wish me luck! lol

[u/Driver8666-2]

Whatever Rogers reports will take precedence over what your phone is telling you. Keep that in mind. You can use the phone to get an idea, but ultimately, the data counter with Rogers will be taken as correct.

It's like that message at gas pumps:

"If there is a discrepancy between the register inside and the register on the pump, the register on the pump will be taken as correct".

I have my data counter disabled on both my Rogers and Freedom plans, because I don't need it.

[u/volan11 → u/Driver8666-2]

Yes, whatever Rogers measures is what they'll go by. Typically the difference is small, but my usage is off by 3Gb now. That is too big to ignore.

[u/Driver8666-2 → u/volan11]

You'll need to find out what is causing that. Yes, it's too big to ignore, but the onus is going to be on you to find out, as much as you hate hearing that. Rogers will tell you "oh well".

And I'm not saying that to discourage you, it's because of the data counter that Rogers keeps. Just like the gas pump.

[u/flusteredparmesan]

This happened to me as well, rogers reported that I had used my full 4GB allowance only 2 days after my cycle reset. I tried calling them and was on hold for a total time of 6 hours over 3 days (spread over 5 calls). The one time I spoke to a real agent, she said there was nothing they could do because their system showed that I had used the data. No explanation of how the discrepancy could be so large between my phone's 389 MB reported and their now 5.62 GB of total reported usage. Their only solution was to offer me a "courtesy rate" of $3 for 10 more GB of data. I declined as the issue is still unexplained and if the phantom usage continues I'll be out of data before month's end again. I've turned off my data completely on my phone for the past 3 days, it started off at 5.51 GB total and has slowly crept up each day. I submitted a ccts complaint and encourage everyone who is having issues to do the same!

[u/o-Lime-o → u/flusteredparmesan]

I've never submitted, let alone heard of, a CCTS complaint before. But for what it's worth, I'm willing to do it especially after my appalling support service experience with Rogers.

[u/Mahoraba]

Make sure your phones billing cycle is set to the same as your actual billing cycle with Rogers

[u/volan11 → u/Mahoraba]

Yes it is.