Insane data overage, excessive unexplained usage

[emanning99]

I am a new customer as of 2/2014.  I ported over four lines from ATT.  When on ATT we had the same four phones (1 iPhone 5S and 3 iPhone 5C's).  We traded in our ATT phones and obtained Verizon versions of the same phones.  Our usage patterns have NOT changed in any way whatsoever.  We our mostly at home on WiFi.  I now find myself in the same boat with about a million other Verizon customers who are being charged excessive data overage charges.  I refuse to dumb down my state-of-the-art iPhone 5S to save data!  That being said, I do have cellular data turned off for most apps and am cautious to always be on Wifi when possible when I am away from home, which isn't very often because I work 40 hours per week from home.  I do not even have a commute to work during which I would use data!!!  Can someone PLEASE explain to me how new Apple iPhones (same models as I had on ATT), with NO change in usage patterns WHATSOEVER, would result in being over on data and going through TWO additional blocks already, when my ATT phones barely even touched my data allowance (which, by the way, I have had to almost double at Verizon to avoid going over)??  Each of these lines NEVER went above 2GB of data each when on AT&T.  Now we are lucky to get through a billing cycle only using the 14GB OF DATA I HAVE BEEN FORCED TO UPGRADE TO.   On AT&T we easily stayed under 8GB EVERY SINGLE MONTH.  We have not moved, we do not have new jobs or longer commutes (my kids live literally 1 minute away from school).  I still work at home, rarely am off of WiFi, neither are my kids. THIS IS RIDICULOUS. How can we go from using barely 8 GB to nearly 14GB, just because we switched carriers and nothing else is different?  Even the same phone models!

Has ANYONE had any success with VZW assisting in this issue?

I have read the countless posts on here and everywhere else.  I am headed to file a BBB report. 

[katericks]

I do not like the phrase, “what makes you think the usage is inaccurate.” I do not “think” it is inaccurate. I know that it is inaccurate. The language in this email is dismissive at best and does not reflect well on the company’s reputation. We have already given all the information you have requested to both Customer Service and to Tech Support—several times now. It is annoying to be asked to repeat it in this superficial manner. This latest serious of questions looks very much like one more smoke screen. I would seriously suggest that Verizon get in touch with the Amazon folk and learn how to manage customers having difficulties with your services.

There are some serious glitches in some of the Verizon wifi hotspot devices and some serious questions regarding the system equipment supporting them. At this point, it has become somewhat potentially damaging financially to use the Verizon hotspots. This has been fairly well verified and it is something more people need to know before they choose a Verizon hotspot. Our difficulty is not unique to us. Complaints of this nature have been recorded for several years. Most with no reasonable solution. It is time for Verizon to acknowledge that such issues do exist and to deal honestly with them.

Our first discussion with Verizon Customer Support was totally unsatisfactory. In our first discussion with Verizon Tech Support, we had not yet researched the problem on the internet and elsewhere. In that discussion, tech support refused to admit that it was possible for a hacker to access our account or that there was any problem with the device itself. That discussion was sincerely non-productive. We learned later, however, that both were very possible. By the time we called a second time—waiting an inordinate time on hold in each occasion—we had enough information regarding the history of problems of this nature along with similar glitches affecting Verizon equipment, programming, and policies that we were able to make a bit more progress. e have now determined that the problem is most likely not one of a hacker using the account but rather faulty equipment. We are testing that out now.

Meantime, we are contacting the appropriate agencies and legislators to add our experiences to those of these others who have had similar difficulties with Verizon as well as trying to determine how we will deal with this 2 year contract if the issue is not quickly remedied. The problem itself is bad enough. It is the response from Verizon has sent it over the top.

[vzw_customer_support]

We definitely appreciate your additional response today katericks! Please keep in mind that this forum is a separate method of support from our phone customer service and technical support teams. In order to fully understand your issue we would be happy to review your wireless account. In order to proceed please follow me MatthewS_VZW and then DM me directly with your mobile number or account number. We look forward to hearing from you soon.

MatthewS_VZW
Follow us on Twitter @VZWSUPPORT

[mimi4lowe]

I have asked for help from Verizon and received absolutely no response.  I am up to 20 GB per month because of the iphone 5!

[katericks]

If you are on Facebook, here is something that might help. I’ve done it but my iPhone is on AT&T and I haven’t really had a data problem with it. Our problem is with the Verizon WI-Fi. Seems as if Verizon is raking in big bucks from overages of all sorts!

[Anni17]

Any resolution for this issue?  My Droid phone was damaged so I purchased a new iPhone 5S.  My old phone had unlimited data and with the new phone I had to switch to the More Everything Plan (ironic name considering I had More before and had much Less after changing to this plan).  I only had the phone for 6 days out of the billing cycle.  I got my bill and had a $30 overage fee!  I was not informed that data usage would be prorated though in hindsight I should have assumed.  BUT my average monthly data usage is around 2 GB.  In the June billing cycle Verizon said I used close to 6GB and over 2GB is just the 6 days with the iPhone.  I had fewer apps on the iPhone since I hadn't gotten around to reloading everything yet.  The only thing I did differently was try to back up contacts and photos to Verizon Cloud.  Tell me somewhere a warning is stated that using the Cloud would consume mass amounts of data??? 

I contacted Verizon through Facebook since they discontinued email as a method of contact for customer service.  Thanks for that Verizon!  So I got a response via FB telling me to look at my detailed usage.  I did.  I see several unusal spikes in data usage.  Doesn't tell me anything though because I don't remember what I was doing every 10 minutes throughout the month of June. 

- I was not told data would be prorated and I would only have 0.799 GB for the week I had the new phone.  I have had unlimited data as long as I have had a smart phone so I never needed to monitor data usage. I didn't even know what 2GB was until now.

- I saw no warning that Cloud back up is slow and will consume data like crazy.  Again, wasn't accustomed to monitoring data usage so it never occurred to me this was something I needed to be careful with.

- No recommendation to change all apps to WiFi only so I wouldn't use precious cellular data.

I am beyond frustrated and wish I bought a phone on Ebay and just transfered service to a new device.  I wouldn't be in this mess!!!

[katericks]

Our solution was to move to T-Mobile. We had just started a 2-year contract with Verizon. T-Mobile paid the cancellation fee. Best part is there NO overage charges. If you hit your monthly limit, you can either up the limit or it just slows down to 2G for the rest of the month. Also, no contracts. It's a month to month service.

Kate

Personal info removed to comply with the Verizon Wireless Terms of Service.

Message was edited by: Admin Moderator

[#8]

You did not lose unlimited data. You gave it up for getting an $800+ cell phone for less than 1/4 the costs.

It was a trade off. You were not forced to lose unlimited data. You could have paid full price.

Good Luck

PS. There are no class action lawsuits per the US Supreme Court Decision. Only arbitration and single right of actions.

[FredSanford]

I'm having this same issue that everyone else has described and I don't think Verizon views this as a problem.  They know full well what they're doing.  They've figured out a nice little revenue stream and screwing the customer in the process is just a byproduct.  I'm on WiFi all day yet I'll log into the VZW website at the end of the day and I'll see I've gotten dinged for data charges throughout the day.  There is no problem with VZW data usage calculations.  Again, they know full well what they're doing. This is an extra revenue stream for them and they're not about to shut it off.  The only way it will change is if everyone switches carriers causing VZW to start losing money.  Until that happens, nothing will change.  Plus, I'm sure VZW makes plenty of big $ donations to whatever congressmen are on the telecommunications committees so they have no incentive to address this issue.  This is why it's so frustrating. 

[emanning99]

As I have noted in this thread, I switched carriers, and at this point I am

doubtful that I will ever pay the ETFs owed to Verizon. I will fight tooth

and nail before I pay them. I am not the type to let my credit score

suffer due to nonpayment, but on principle I cannot imagine paying a dime

to his scam of a company. My data billing after switching carriers

IMMEDIATELY returned to where it was prior to being with VZW, and with the

exact same phones and usage patterns. I work at home and am on WiFi

probably 98% of my life, and with VZW I was mysteriously going OVER my data

allowance that should have been at least twice what I would have ever

needed to begin with. Oh, and add to that the fact that the have not yet

credited my deposit to my final bill. They want their fees paid, but where

is my $125 per line deposit (times 4 lines!)?

On Fri, Aug 22, 2014 at 12:49 PM, FredSanford <forums@verizonwireless.com>

[bowhunter97]

As I read through all these issues that everyone is having with data overages as I'm having also. Verizon is making a boat load of money off us!! I have complained to my local Verizon store just to be told it is my fault , which it isn't,. I have an 8 gig data plan each month, well every month so far it has went over. I was told to check updates and stop auto updates, which I did. Next month  over again went back to local store same runaround, this time make sure shutdown any programs running in background, Next month same thing. It seems to me as you approach the data limit as soon as it goes over by a little the data starts to accelerate.

This is  one dishonest company!!

[katericks]

Evidently Verizon hasn't lost enough customers to T-Mobile & AT&T yet.

Kate Ricks -- Sent from my iPhone

[NifMar]

We switched to the new i-phones in July.  I have 4 phones on my plan, didn't change my plan either.  I only have a 4GB data and that has been fine for 2 years on VZ.  The month of August we had $30 in overages, they credited that one because it appeared something goofy had happened.  Then the month of September, one line uses most of the data and again $30 of overages.  Now every other week we are getting text messages about using 75% of our data.  One line over 3GB of data and the other three are using about normal useage.  7 days in to this months plan and we had used 75% of our 4GB of data.... really?  Any insights?  Unfortunately, we live off the beaten path and need to have VZ because they have the best coverage.  Tempting to go to the pay as you go plans.  Again.....It's just one of the phones using all the data and she is swearing she is doing nothing differently.

[katericks]

Try T-Mobile. Put in a booster if you have to. They will pay for your contract cancellation and they have no overage charges. I cannot believe that Verizon is still running this scam.

Sent from my iPad

[emanning99]

Ditto. Sitting here enjoying crystal-clear service from T-Mobile plus two

additional lines beyond what I had with VZW, and STILL saving over $140

over month over what VZW was trying to charge me with overages. Go figure.

Also just received my T-Mobile ETF reimbursement MasterCard as promised (A

$1210 card, I might add!). Paying off VZW as we speak!! Buh-Bye, VZW!

On Thu, Sep 18, 2014 at 12:27 PM, katericks <forums@verizonwireless.com>

[Eadur]

You have some interesting points.

[jax405daddy]

I too am having excessive data charges, and they started when we upgraded phones this year. One from an old Droid X to a Samsung S-4 the other from an I-phone 4 to a LG-G3. The data usage has quadrupled since upgrade with nothing else changing. These 2 phones used 4.5 gigs data in 10 days. Before upgrade only used 8 gigs most months. Sudden high usage come on fess up what is going on? I have 5 phones on my plan the others are still using their normal data or less.

[vzw_customer_support]

jax405daddy Let's take a closer look at the data concerns for you. Based on your post here, the lines switched from 3G smartphones to 4G devices. It is common to notice a spike in data usage when changing devices. What data activities are the phones being used for?

SheritaH_VZW
Follow us on Twitter
@VZWSupport

[jax405daddy]

OK, the only one on are Facebook and Caller name ID and Android OS. This is on the new LG-G3. Yesterday 12/11/2014, all data was turned off and it still consumed 43 mb. The other 3-4G devises in my plan used >.003 and I actually used it on data as this was my phone, a Note 2. 3G to 4G I don't think is the issue. The new phones are using data like crazy and the older phones are still doing the same. When I say older, I refer to Intuition, Note 2 and an I-phone 5. This is day 3 of my cycle and I have already used 1.024g's. I will turn these phones off and find a way to do this less expensively until I'm off the plan or get a buy out. I wouldn't be complaining if there wasn't a problem. Yes these phones are looking at youtube and instagram, and a couple others, but they always did and now with the new phones, sudden increase in charged data usage. This is criminal and insane. These are also my adult childrens phones and I don't have privy to them, and have explained their excessive usage and both are telling me nothing has changed in the way they use their phone. Yes, they can turn it off, but then what is the use of having them if you can't use them. I purchased these in order for the family to stay in contact with each other, and if they have to turn it off to keep from breaking the bank, we don't need this. I will change a few things and it will be going a different route with these phones, plans and providers. I'm making a car payment a month for 5 phones. That's insane too. Oh and by the way, the Droid X was used in place of a broken Droid M that was on the 4G plan, that I was forced to upgrade to. There are too many complaints on line for there not to be a problem.

[changingmykarma]

I'm having a similar problem-and now-stuck in a 2 year contract. ARG

[BLPerez]

They won't resolve anything. I am having the same issues. I've spent nearly 6 hours on the phone this past week. I have my background data off... auto sync off.. hell I even turn my data off. I have SEVENTEEN gig of data. I'm not running NASA from my phone, I use it for email and FB. Dont stream music or videos. "Must be your phone" they say. Nope. I thought so and got a new one... same issue. "Must be your computer" (onebrepbsuggested I call GeekSquad. At $120 an hr I told her quit smoking crack). Nope. Had it checked at an Apple store. Verizon is running some kind of scam and their reps are fully aware of the issue. I had 8gb and kept coming in just under so In went to 10gb. Then again, kept getting "you've used 90% of your allowance" and I went to 12, then 15 now 17gb. I USE IT TO CHECK EMAIL AND USE THE BROWSER!!!  I am looking into any form of taking legal action, this is theft, period. If I find recourse, I'll post info here. And Verizon? Don't even THINK of commenting and giving me any "I understand your concern and can certainly sympathize with your frustration" garbage. I'm tired of the run around, so dont waste your breath (or fingers as the case may be). Watch, some rep will comment on my post because they don't know how to read and actually comprehend. Verizon is fully aware they are ripping us off and they simply DO NOT CARE.

[BLPerez]

Someone said earlier that lawsuits aren't an option. How nice for Verizon. There are plenty of bloggers out there with tens of thousands of readers; some have millions. Get on any of the social media sites and start asking for bloggers looking for stories and we can get the word out. There is power in banding together, we don't HAVE to take this. I am a professional comedian on the road filming an ongoing documentary series online called "Project Highway" BELIEVE I will be bringing this up and getting the word out! I will be putting it on my FB pages both personal and the documentary one as well as my fan page. I'm going to include info about Verizon in the "Signature" portion of all my emails both personal and business. If enough people stand up to them, their policy will change. Look what has happened to McDonalds since people started putting out info on their food practices! McDonalds is feeling it in their bottom line and are now changing the very things people were complaining about. I'm also taking a screen shot of this post in case Verizon takes it down, and then I'll bring THAT up too.