Serious data usage tracking issue

I don't know if this is an issue with the Droid Turbo, since it only happened after switching from the Droid Maxx, but this is messed up:

Verizon Data.jpg

I'm sorry, but this is flat-out unacceptable. "Your carrier's data usage accounting may differ" By over 2GB?!

When I'm home, my phone is on WiFi. No exceptions. All apps update when connected to WiFi. All photos upload when charging (and on WiFi).

The only explanation is that Verizon is counting WiFi data with my Turbo.

I'm not exaggerating, this morning Verizon was (incorrectly) showing I've used up just a little over 2GB of data. I download a few "Cyber Monday" apps on my phone, WHILE ON MY HOME WIFI, and I get a text+email alert stating that I've reached 75% of my data plan. HOW?!

It seems that I'm not alone in this one either:

Android Forums at AndroidCentral.com

I want to find out three things:

(1) This is a known issue.

(2) A fix is quickly on its way.

(3) I will not be charged for "going over" my data limit, when I'm not actually using Verizon data.

Angry does not even begin to describe how I feel...

Accepted answers

Verizon_Support

Thank you for reaching out to us regarding your Droid Turbo's data usage. I thank you for taking the proactive measures to review and check your personal data use, Dan789. With regards to WiFi, I see that you have mobile data disabled. Is Restrict background data enabled or disabled as well? (This is found by pressing the settings key in the upper right hand corner under the Data Usage Settings tab.)

Try this as well, and let us know if you notice a difference between data use. Start by disconnecting your WiFi > Place your phone in Airplane Mode > Connect to your WiFi > Disable Airplane Mode.

NicandroN_VZW

Follow us on twitter @VZWSupport

All comments

Tinahester

We are having the same issue with iPhone 6. My son has went over data usage maybe 5 times in 5 years but his month he is 9 days into this billing cycle has has already used 1.42 of his 2 gb. Something is going on. We too use wifi at home.

Verizon_Support

Dan789

NicandroN_VZW,

I turned off mobile data when I received a text+email warning I've reached 75% of my data limit, since my billing cycle ends on the 13th and I don't want to go over my data (which I'm still not sure how I'm using up so much Verizon data while on WiFi).

To answer your question, no, I did not have background data disabled. It has never been a problem until my upgrade to the Turbo, so I never worried about it. While I have no doubt that background data is used, I would imagine that my phone would still track and display it. If not, I still can't imagine using up over 2GB of background data since the 14th (when my new billing cycle started).

I did try the toggling WiFi and airplane mode after finding that thread on AndroidCentral earlier today, but being so close to my cap, I'm not really feeling brave to do a lot of testing.

Am I going to be charged for "going over" my data if this keeps going on? The massive discrepancy between what my phone shows vs what Verizon shows, combined with other people reporting the same issue, indicates there is an issue on Verizon's end. I don't think it's fair for us to be charged for a mistake on Verizon's side.

TEKJE

Same thing...just received the turbo less than a month ago. For years I used about 1 gig of mobile data per month...in two weeks with the new phone, I am over 2 gig. Look at the phone data usage, less than one gig. Log in to Verizon account and over 2 gig. Called verizon...after an hour and a half, they said my only option was to purchase a larger data package...which I had to. Another instance...I have mobile data use at one in the morning while I'm sleeping...and my phone is on Wifi...I know my wifi did not go out as I have other devices connected that warn me.

I think either the Turbo has some serious data leakage or Verizon's way of tracking data usage is wrong. Either way...there seems to be nobody helping or trying to fix it.

elliew

There is a setting somewhere that says 'stay on WiFi during sleep' - make sure that is set. I understand that if your phone is asleep (such as overnight) it can/will use mobile data to do backups.

TEKJE

Yup...first thing I did. I've uninstalled almost every app...disabled about 30 that were installed...stopped services...restricted background services as much as I could...this is crazy...just keeps trickling data.

I never had the problem with my Maxx....I think there is some kind of google built in app doing it...but cannot prove it.

Scottyt841

Upgraded to my Turbo about a month ago. Dropped down to 2 GB from 4 GB because I was using barely over 1 GB. Saw today I had used 1.2 GB since my new cycle started on the 7th of December. So in 2 to 3 days I have used more than I have in months. Looked at the usage and it showed on Dec. 9th at 9:18 I used .49 GB. At this time I was sitting at home so my phone should have been connected to Wifi. I have all the setting set-up so it stays connected to the Wifi when its asleep, etc...There also was another data charge from the 12:00 AM on the 8th for .38 GB. I tend to watch Netflix before I go to bed but it also runs through my Wifi. Last month I had a prorated plan and I had to turn of the data two weeks prior to the end of cycle and couldn't figure where all the data went. My phone itself shows .04 GB of data used and 1.5 GB used on Wifi. So there is a 1.16 differential in what my phone shows was used and what the network shows was used. I tried explaining this to the Verizon Reps and they told me sometimes my Wifi probably shuts off and that's why the large usages are occurring and their tip to me was turn off data completely when I get home. So apparently my Wifi started shutting off simultaneously with my new phone.