I Phone 5 BOGUS DATA OVERAGES

[sunshinegirlie]

Although Apple and Verizon issued a JOINT PRESS RELEASE *weeks* ago regarding the bogus data overage charges that Verizon I Phone 5 owners are accruing, when you call customer service in *both* companies, you are told that employees are UNAWARE of the issue and have not heard anything about it. My typical "Share Everything" usage is the following: July 2012=2.4 GB August 2012=2.8 GB September 2012=2.5 GB. Here comes the purchase of the I Phone 5. October= 6GB's used with TWO WEEKS LEFT in the cycle. I just had to increase my GB for this cycle to a whopping 8 GB's. The press release states that Verizon customers will not be charged for the overage-yet customer service cannot say how Verizon will know which customers were effected. Apple has issued a so called FIX on there support website, yet the Fix DOESN'T WORK. Since the fix-4 days ago, we have blown through *3* GB's. I finally got a tech support person on the line from Verizon this morning who acknowledged this is a problem. (Ya think? it's on the front page of the New York Times and Huffington Post). The tech support person told me "there is no fix". but that she would be happy to send me a text message with my reference number to keep checking back to see if and when a true fix comes out. The problem is: I Phone 5 AND older versions that have had the IOS6 update, are being charged for WiFi usage. These are bogus charges to customers. I have zero confidence that when I call in for my credits at the end of the billing cycle, that it will be a smooth process. And because there is "No fix"-per Verizon...I have to look forward to the same thing next month. I have an idea Verizon: LIsten up!! THE FIX SHOULD BE TO PUT *ALL* I PHONE 5 OWNERS ON *UNLIMITED DATA* UNTIL YOU FIND A FIX. This way, your customers are not being charged bogus data charges and wasting countless hours of their time on the phone with your reps, wasting their time (which you are paying for) to tell us there is no fix!!

[homeistexas]

I have been keeping my lte turned off most of the time which did slow down the data usage but i still don't get how I have used 8 meg of data when im not even using the phone for data all I have done is send some text messages and some phone calls. I have gone thru and turned everything off and it still continues to show data usage. I know 8MB is not that much but I think its a lot when I'm not even using the phone. Also when I look at usage in the phone it shows tether data usage which I really don't understand that since i only have a 2G plan with no hot spot and its not sharing  cause the other phones on my plan are still on the unlimited plan. Think I will take some time tomorrow and call verizon again.

[kaebfly]

You're welcome (to your previous response). Now as far as what happened after you visited Apple...did they offer you a replacement device? I'm really curious as to why the issue honestly does not occur on my iPhone 5. I went back and looked at the detailed data usage over the last few months of my bill (the iPhone 5 is only represented on one billing cycle). No true fluctuations in data usage except on the days that I traveled and used 4G versus wifi. Same with iPhone 4 on my account that was upgraded to iOS 6. The only complaint that the person using that phone has is that they have noticed higher battery drain. But I checked that data usage and it's still pretty much consistent with their normal monthly usage for the past 4 months.

I just noticed that you said on the phone it is showing tethered data usage? Not sure what that would be showing if no tethering was being used. Now the 8 mb....do you have any location services on that occasionally use data even in the background? I believe the weather widget in the status pull down uses location services for example...unless you turn it off. Check in settings and location services to see if any of your apps show one of the locations services used icons, Also check the system services option at the bottom to see if you see any icons in there (2 of mine had a location services icon next to them that had been used within the last 2 hours - setting time zone and Genius for Apps). This may not help any but it might at least explain a little of the data use that occurs when it seems like you aren't using any at all...if you've looked at all of this to check before then sorry for suggesting it again. Just trying to figure out what it could possibly be. I think that I may have been lucky with my settings from my previous iPhone being put on the iPhone 5 when I set it up using it's back up...a lot of the things that are often set to on as a default weren't because I had them off on my old iPhone. Not sure if that made a difference or not though...just know that I've been lucky to not have had the issues.

Anyway....really hope they can get something figured soon for everyone that is having the issue.

[sunshinegirlie]

They did offer a replacement. I agreed to give it a few days to not using the LTE and shutting off locations services and everything else. I want to monitor and see if it helps. If it does not-I am going to take the replacement and cross my fingers. The problem is...what is the point of having the I Phone 5 if you need to shut down everything and not be able to use your device for the features and benefits that are intended when you purchase it? I tried having the LTE turned off today and it's totally bizarre. The phone is MUCH slower connecting and in some cases, does not even connect. It does NOT have the same reception as my 4S. This just can't be the solution and I still don't see what this has to do with wifi being charged against data.

Another point-every Apple rep that I have talked to both on the phone and in person have told me to TURN OFF I Cloud. Again, what is the point? You have this great feature that you can't use. So...basically everything is off except Facebook and Twitter (I have to be able to check up on my son during the day!)...

I honestly think that you got really lucky. At the Apple store-the tech told me that basically the half of the phones went out with a "good chip" and the other half went out with a "bad chip". There is no way of knowing if a replacement is going to be the "good chip" but you have a 50/50 chance, I guess. Better than knowing you got one of the bad ones. This is the suspected reason (even by employees) that there is such a shortage in the I Phone 5 and people are still on waiting lists a month after they have come out. The extra phones that they have are being used as replacements to the first wave of people (myself included) and that makes sense to me. I don't doubt that is true. So...settings/turning off everything/not using the phone as a smart phone/not having LTE-locations services or I Cloud and "maybe" my phone will not burn through data is not acceptable. I really just want my $ in the difference between a 4S and the I Phone 5 and I want another 4S...which I have never had a single problem with. I guess I will take him up on the replacement phone offer in the next few days, when I can find the time to run back up there.

[kaebfly]

Maybe I ( and everyone I know in my area) are just lucky...and I'm grateful for that. 4G LTE is excellent in my area and everywhere I have traveled so far and I haven't had to turn off anything like iCloud or anything else. The only issue I see with them giving you the difference in the iPhone 5 and the iPhone 4s is the fact that you're past the 14 day exchange period but you never know...if you still have the issue with the replacement device you might be able to talk them into it. Problem is...it's possible that with the current iPhone 4s it's probably already updated with iOS 6 out of the box unless they give you one that was available before iOS 6. Then you may still be in the same boat since there have been complaints from 4/4s users with iOS 6 (that's assuming that iOS 6 is truly the culprit...but it sounds like you've been told that it's a bad chip). Hopefully everything will work out...

[sunshinegirlie]

Yes-I have been told the bad chip but I have also been told something different by every person that I talk to! I think Apple is the one that is willing to go the extra mile and do the replacements-not Verizon. I actually also have a 4S that does have the IOS 6 and I have had zero issues with it. Like I mentioned, though. Turning off all of the functions of the phone can't be the answer and it does not resolve the wi fi charged against data issues-which is the real problem. 😕

[homeistexas]

They just released a software update this afternoon. Hope it fixes all the problems.

[sunshinegirlie]

ARE YOU SERIOUS? Funny-I didn't get any notifications. Thanks for the update-I will REUPDATE now!! Also-as far as the "automatic bill credit" I said that I would update-it wasn't so automatic. I had to call in and after 2 escalations, explaining my story to 2 different people (even with all of the documentation in the system since Day 1)...and 45 minutes of my time spent..I finally got a $30.00 statement credit. Not a smooth process and I expect the same for this cycle...

[kaebfly]

You are not always given an automatic notification that an update is available on your device but you can always find out if one is available by checking in settings or when you connect your phone to your computer for iTunes to detect it. It's not reupdating...this is a new software update (versus if you were somehow reupdating to the same software version you already had....which you can't on the iPhone since once you update you can't downgrade back to the previous version). At any rate, hope it helps those with the issues although I'm not sure if it states that it addresses data issues. Pretty sure that somewhere on the Apple forums people are reporting what it addresses and whether any data issue relief has been noticed.

[TB0407]

I just switched from Sprint to Verizon about a month ago & got the iPhone 5.... I'm having the same issues w/ the data usage while being connected to WiFi. I really hope that something gets fixed soon b/c it's making me wish I never switched from Sprint to Verizon!

[aricottilli]

I just had an issue with my data, I starte streaming a podcast. I checked my data prior to starting just to check, it was ~1.2gigs, out of my 4 gig plan. 45 minutes into the pod cast and I had 2 alerts about my data plan, the first was sent at 0023 hours saying I hit 50% of my data cap the second at 0055 hours saying i was at 75%. How the hell did streaming a podcast use 1 gig of data in in 33 minutes??? My wife streamed a tv show the other day andit didnt use 200mb. Any one else have this issue?

[auburn91]

I'm having the exact issue. I got nine text messages within 2 hours. The first said I had used 50 percent of my data, 30 minutes later, I got another saying I had used 75 percent, 25 minutes after that it said I had used 90 percent and finally about an hour later I got a text saying I'd exceeded my limit.

I called customer service who sent me to tech support and I spoke to a person with a strong Indian accent. He told me that they were having problems with everyone's data and credited my account for $20 and bumped me up to 10g from 6 g. Within an hour of the call, my data was at 9.5 from 8.9 even though I turned my cellular off.

I've never downloaded one movie or listened to Pandora. I stay on wifi most all day. He assures me I won't be charged, but I have my doubts.

[ntbhh88]

I also have the same problem. This afternoon I received a text message stating I have used 50% of my data and then around 8:30 pm, I received another text message stating I have used 75% of my data already! Between the time I got the 50% and 75% text messages, I turned off my LTE AND MY WIFI.. just to see if my data increases at all. I turned it on a few times to check my mail and search up some things on the browser. I don't understand how I could have used 0.5 gb doing all that between this afternoon until now. It just makes no sense to me. I am glad I'm not the only one who is dealing with this issue.

I previously owned the iPhone 4s and had one of Verizon's promotion plans of 300 mb for $20. I never went over the limit while having that plan for almost a year, so believe me, I DO NOT use that much data. Now that I have the $30 for 2 GB, I would never believe that I would get this close to 2 GB.

This is so ridiculous.....

[anthrpthticlffrm]

just chiming in to say same problem for me.  I was using about .5 GB a month, get the iphone and suddenly im using over 2 GB.  I haven't been using it anymore than my old phone so I called to see what was up.  The rep transferred me to tech support and the girl from tech support assured me that it is a known issue and that i will not be charged for any overages.  she said they are hoping for a fix soon.

im a little worried about actually receiving the credit, but i guess we will see.  glad to see im not the only one with the issue.

[jondal]

I have seen that 4g does pull more than 3G devices this may or may not be your problem

[girlsfly2]

Thank you for discussing this problem, and I do not think you are being rude by discussing the problems you are experiencing and fear of experiencing in the future. 

I am NOT tech savvy, however my son convinced me to get the new iPhone 5 (I had the 4 but it was damaged), he got one also, and he convinced me to switch our carrier to Verizon.  I did this, and within 10 days I was fussing at him for using up 75% of our Shared 4G plan. (Our last plan shared 2G and in 2 years we went over the 2G 3 times while traveling).  So, I added 2G's to our plan in hopes that would be sufficient (Now on a 6G plan).  With 10 days left on our plan, I am once again getting a notice we have used 75% of our 6G's.  So I go into our bill and see that texting (which we are suppose to have unlimited texting) is being charged to our data plan.  This makes no sense what so ever.  Tomorrow I am going to Verizon and finding out what is going on.  I did download "the fix" and I turned off the LTE (although now I don't remember how I did that, just followed advise in one of the previous blogs).  Will see how it goes tomorrow but for now, all I can say is at this rate, I can't afford Verizon or the iPhone 5.  I agree with a previous suggestion that Verizon and Apple, KNOWING this problem, should provide either unlimited data until the problem is corrected, negate all contracts, offer to buy back the iPhone 5 and do all of this without customers having to spend hours on end working through a problem KNOWN TO BOTH COMPANIES!!!  I don't care whose FAULT it is, both companies need to man-up, take responsibility for their products and treat their customers respectfully. 

[B33]

Well one thing you can Do is if you have Wi-Fi you can use that for sending Text and the Data Now i no that's Defeating the Purpose of the 4G but it is one Way to Control it if your young little Guy like sending allot a Text) But i see you Frustration as on Share Everything Plans Sending Text is Listed as Unlimited..

I provided the Plan Out line Via the Link Click on it and have a Look:  b33

http://www.verizonwireless.com/b2c/plan-information/?page=share-everything&intcmp=VZW-VNT-SE-SHAREEV...

[sunshinegirlie]

Thank you for your feedback. It has been unnerving and a HUGE INCONVENIENCE AND TIME CONSUMPTION for me for over a month, now.

Thank you for pointing out that an I Message is sent using data-rather than text message. ONE MORE THING THAT I HAD NO IDEA ABOUT because NOBODY bothers to notify customers of this. After reading your post, I checked to turn I Message off and I couldn't figure out how to do it. This would not burn through 11 GB in a month (when typical usage for 3 years is less than 3 GB per month and 6 ms average usage is 1.6 GB) but it's still one more thing. Why should I, the customer, with as much money as I have spent between I Phones, and bills have to google, search around and rely on message boards to tell me important information that VERIZON should be telling me?

The I Phone 5 did not even come with a user manual. Nice.

[Walker4]

Nice idea about unlimited data but we all know the almighty dollar means more to Verizon than customer satisfaction and customer peace of mind!!!!!!!!!

[sunshinegirlie]

Oh, I know that it will never happen. To my point, if Verizon truly cared about customer service as much as they claim to (begging you to take surveys every time you call in, sales reps begging you to go online and take a survey and give them high scores)....seems to me this issue could have and should have been easily resolved via giving effected clients unlimited data *until they can figure out AND FIX their problem!* At least then, I would feel that they went out of their way to ensure that I had minimal impact and I wouldn't even be annoyed that the problem was there to begin with because it would not effect my life via phone calls, repeating my story to a million people, being promised credits, not receiving credits, calling back in, getting escalated again, again and AGAIN before someone gives me a stupid $30 statement credit. What about my TIME credit! In any case-I was just pointing out that providing unlimited data to customers who could prove were effected (such as their own online tool to view average 6 ms history) and see that it was out of whack-and knowing this problem is out there. Then, they can switch it back to share everything once they are confident they have resolved it. Bad Press has cost them much more. The fact that it is still going on a month later, and media is once again picking up the subject (starting articles with-"hey! Thought this was fixed, Verizon????") is going to cost them much more than taking care of their customers in the first place.

[girlsfly2]

Thanks to all who responded to my earlier post.  It makes one feel "connected" when others understand and try to assist. 

I have an update I would like to share.  After reading the comments here, further investigating the excessive data use with iPhone 5 and Verizon, I armed myself with LOTS of information and called Verizon.  I began speaking with the person who sold me my iPhone and he gave plenty of incorrect information.  He suggested I turn off iMessage, iCloud, etc etc etc.  Anyway, he said he heard about a problem but it was "fixed" weeks ago.  However please call Verizon directly and document the problem.  I did so today and got Lynn on the phone.  Nice young lady who must be auditioning as the next big star in a remake of Clueless.  She had never heard of this problem so I began by reading a quote from the New York Times dated 1 Oct 12.  She put me on hold, came back and again, not really sure what I was talking about.  So I read her another quote from the NY Times stating Verizon is aware of the problem.  On hold again.  Finally after reading several different portions of different articles to her, she connected me to Tech Support.  Now please note, I am NOT tech savvy so this has been a real lesson for me.  Thankfully I was connected to a young man named Anthony who was wonderfully helpful in a way I have not experienced with Verizon as of yet.  Anyway, Anthony immediately admitted there is a problem, however since I am having problems and have not gotten any prompts from Verizon to correct the problem, he would walk me through all the steps.  My software was up to date (iOS 6.0.1) however I am on Carrier 13.3.  Anthony said I should be on 13.1.  Nope, am sure it says 13.3.  So he calls Apple, they say 13.3 hasn't been released so not sure how I got it but it should be 13.1.  So he walks me through the steps of making sure my phone is backed up, then he has me erase all content and settings.  (This made me nervous but I did it).  Anyway, had a little bit of a time getting my phone reset but Anthony walked me through it all.  He ended up calling me back 2 different times (while I waited for my iPhone to reboot).  He went through the company montra of how I will be reimbursed for data over usage but I will wait and see how that works out. 

My plan is to go to my local Verizon store tomorrow, talk to the guy who sold me the cell - along with the store manager - update them on the problem and encourage them to update their employees.  It is unprofessional at the least to have customers working on these problems when Verizon should be helping the customer through these things.  It's unfortunate that customer service is too often unavailable - no matter how expensive you are invested in a service.  Will try to update on how things go at Verizon and if my data usage slows down. 

P.S.  If you happen to have a son/daughter who is on your shared plan with you, be prepared to apologize to them after fussing at them for using up so much of your data plan.  It's not their fault - it is Verizons/Apples fault.  Yes, I had to apologize and am the better woman for doing so!

[KEV815PAN]

Have any of you guys tried Updating to Apple IOS 6.0.1, and/or tried joining the $99 Apple Developer Program and then tried installing Apple IOS 6.1.0 Beta after Provisioning your Device with XCode 4.6 Developer Preview? I do have access to the Beta, but I am Prohibited from Sharing it with anyone, by the way, under Apple's Terms of Use Agreement. I no longer have access to the Apple Developer Forums (Due to Bad Behavior) so I am sort of Testing this Beta all on my own, and am unaware if anyone else figued out whether or NOT either 6.0.1 and/or 6.1.0 Beta fixes the Problem or NOT. (I still have my Unlimited Data Package due to Purchasing the IPhone 5 from Apple.Com before I am Eligible for a New 2 Year Contract, I am NOT yet Eligible until 05/19/2013).