I would like to know why we're are being charged on our data plan while using wifi?

I was told by a customer service rep that we must turn OFF data while on WiFi otherwise you are charged for data usage. What?? I thought that was the point if automatically connecting to WiFi, now my one line is almost at capacity and the service rep was no help. We've been Verizon customers for close to 10 years and were NEVER informed this tidbit of information. It's ridiculous

Accepted answers

SEKramer

Hello,

I think we figured it out, with one of the IOS updates it changed all my daughter’s apps to Use Data so we turned that all off and are awaiting the new cycle before turning her data back on and we will see what happens after that. Thank you for your help, if there is an issue again I will be in touch.

Take care,

SEKramer

All comments

Verizon_Support

We value your loyalty SEKramer, certainly, we don't want you to feel this way. I apologize if you received confusing information regarding data use. You do not have to turn off data while you're on wifi. This may be a suggestion if you expressed concern about your data usage.

AdaS_VZW

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lewisr13

WWhat kind of phones do you have?

SEKramer

Thank you for getting back to me, but unfortunately that is what is happening. I can track my daughter's cell phone usage and when she is at home on our WiFi according to Verizon's data usage information she is also being charged for data usage. And because of this her usage is almost at her limit. Any other suggestions you may have would be appreciated.

SEKramer

The phone in questions is a iPhone 5s

lewisr13

WWhen the iPhone goes into sleep mode it shuts off wifi. If there are apps updating or running in the background they will use data.

Verizon_Support

Thank you for the details SEKramer. Have you been able to check the device to see if there are any applications that are set to only update via cellular data? This could cause the device to connect to the cellular network when the wifi is no longer connected.

CandiceH_VZW

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SEKramer

There are data connections being charged while at home on Wi-Fi. We have even matched date and time to text messages that are being sent from that phone, again charged to data when that phone has unlimited text messaging. So in our opinion everything is going on data – while on Wi-Fi, sending text messages, etc.

Customer service rep said that we must turn off data while on Wi-Fi – ridiculous what’s the point then?!?! Obviously frustrated and appreciate your continued assistance.

User - SEKramer