Insane data overage, excessive unexplained usage
emanning99
Enthusiast - Level 2

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. 

Labels (1)
61 Replies
vzw_customer_support
Customer Service Rep

I know that data usage and overages are alarming emanning99. I'm sorry your usage is higher with us than with your previous carrier. We do provide ways to prevent excessive data usage. I know you are using wifi which is great, we also recommend changing settings to update only on wifi instead of randomly. Closing all apps when not being used is a great way to help with data? Are you all downloading games, music, videos, or additional apps? You can private message us which line is using more data than usual so we can address that line individually.

KinquanaH_VZw
follow us on Twitter @vzwsupport

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emanning99
Enthusiast - Level 2

I have done all of those things, which by the way, I have changed no settings from my prior carrier.  The phone was literally setup from a backup of my AT&T phone.  Carbon copy settings.  Yes I close unused apps, I always have.  NOTHING is different.  Nothing.  And I am not accepting a suggestion to turn off everything that a smartphone is supposed to do in order to curb the false and fraudulently billed data by Verizon. I am literally sitting in the same spot in my house, on the same Wifi, working the same 40 hours per week from my home, where I am on Wifi. I am not downloading anything any differently than I did before.  None of my four lines is doing this.  I gave VZW a few months to get this leveled off (as I was given the "you are new and maybe your phone is downloading new apps" story when I was a new customer).  I have now been a customer for 5 months and NOTHING has changed; as a matter of fact, my bill has gone up EVERY single month with ZERO changes in usage patterns.  If anything, I am using LESS.

As you know, I am not the only person complaining about this.  It is not acceptable to tell me it is something on my end, when I had these exact phones on AT&T and was using nearly HALF the data I am being billed for by Verizon, with ZERO changes in circumstances or usage on my end.  ZERO.

vzw_customer_support
Customer Service Rep

Hi Manning99,

Thanks for the additional insight! We always want your charges to be accurate. Our 4G LTE is up to 10x as fast as most competitors which allows you data to do more. Device activities may remain the same but the data bandwidth is much faster. So you may visit the same sites, the experience is slightly different. The device would experience minimum buffering, downloading in seconds, and uploads may take minutes. You can use our data calculator and input your device activities to see what maybe using the most data http://vz.to/1cRXvFh .

Thanks,
PamelaF_VZW
Tweet us @vzwsupport

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emanning99
Enthusiast - Level 2

Thank you Pamela, and I appreciate your response, but I am not accepting that explanation from VZW (I realize it is not your fault personally).  Maybe some customers would accept that kind of reasoning, but I have been in the tech business long enough to know that this is very false.  My phone should be on fire if your speeds are SO much faster that it is nearly DOUBLING my data usage.  Alas, it is not, and if anything, my data load-time is even worse than when on AT&T. That is not what I am complaining about, however. 

I have used your generic data calculator.  I have turned off cellular updates for the most part.  I am not going to accept a nearly doubled data usage with ZERO change in circumstances or usage habits whatsoever.  VZW charges and inordinate amount of money for this data, then doubles its usage, at which point we are stuck in a contract with high termination fees.  I had no desire to terminate.  I just want reasonable usage reflected!!!!

My BBB report has been made.  I am tired of the runaround.

shellk159
Newbie

Are you using the new Verizon cloud at all?  I found that when I installed the app to back up pictures and take advantage of the 25GB storage that it really ate through my data (and my battery).  I expected the increase for the initial back up but even without adding any new pictures or files, it ran through almost 25% of my 10 GB plan in one afternoon.  Add to that my phone battery would overheat and not charge properly.  Uninstalled that app and returned to normal.   That was with a Droid RAZR MAXX.  I have since upgraded phones and have not reinstalled the app.

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katericks
Enthusiast - Level 3

We are having a similar problem with excessive Verizon data charges.  We are full-time RVers so a reliable internet service is invaluable to us.  We've used Verizon for years and have had no data overage problems in the past.  We signed up for 10 G when we upgraded to a new 89OL Wi-Fi in April, 2014, and signed a new contract.  We did not use it at all for 3 months since we had no Verizon signal where we were staying at that time.  We did, of course, pay for the service during that time although we had cut the data level back to 5G.  Beginning July 1 in a new location, we turned it on, upped the data level to 10G, and between July 1 and July 8th, we supposedly used 75% of our data allowance.   This was basically impossible.  We did no streaming video and no downloads that would account for that level of usage.  At first we thought we had been hacked but even if that is true, there doesn't seem to be any way to change the password on this device and from what I'm reading, the security may well be substandard in today's internet climate.  Now, after reading this forum and other info on the internet, we realize that the problem is most likely not a hacker but a flaw in the Verizon system itself.  Tech support has been absolutely no help and gave no indication they had ever heard of such an issue before.  Yet we are seeing that it is a fairly common problem.

So, we're now stuck with a 2 year contract for a device that we cannot afford to use.  I just paid $30 for a month of tengonet in order to have some internet connection.  Will file complaints with the FCC and the FTC and anyone else I can find.  I am interested in securing data on just how much Verizon is taking in each month in these overage charges that are basically generated by glitches in the Verizon system and devices.

Kate

>>Personal information removed to comply with the Verizon Wireless Terms of Service<<

Edited by:  Verizon Moderator

emanning99
Enthusiast - Level 2

I totally feel your pain... Over the past week I have been hit with FOUR DATA OVERAGES.  FOUR!!!!!!!  I went from normal approximate 6GB of data per month on my lines to nearly 14!!!!!

I am finished fighting with Verizon and receiving their canned responses to what is obviously a HUGE failure on their part to be honest and accept responsibility for whatever issue is going on in their network and their billing practices. 

There is now way that my usage has tripled from when I had the same exact phones on AT&T.  NO way.  And I had the amazing "LTE" on AT&T as well, so telling me that my usage is sky-high because "LTE uses more data" is preposterous.  AT&T didn't have that story!  I am not stupid, Verizon.

Sick of arguing.  Sick of being talked to like a 2-year-old.  I am also ready to go the the FCC, no matter how "little" I am in the sea of US citizens.

If I have to ditch this contract and be hit with cancellation fees then so be it.  But they will never see a dime of it. THAT is how disgusted I am with the continued non-attention paid to my inquiries and concerns.

katericks
Enthusiast - Level 3

There have been several successful class action lawsuits against Verizon in recent years regarding billing and similar issues. You’d think they would have learned something but I guess the settlements of $10 million or so were just a drop in the bucket for them. I think we all need to file complaints with the FCC. There is a form that can be filled out on line and also a phone number to call. http://www.fcc.gov/complaints If they get enough complaints, they will act.

We have gotten some possible help from the tech division. On their advice reset our 89OL W-Fi unit and they supposedly will monitor it for several days. Nothing is connected to it so probably there will be no data recorded. After that, on our own, we’ll try a quick email download to see if that produces an excessive spike. What we’re really looking for now is a way out of this 2 year contract.

Verizon needs some advice from Amazon as to how to handle customers!

fall_gurl75
Enthusiast - Level 1

I'm having this exact same issue. I started with 2 GB realized very quickly although it was just 2 phones and almost constant WiFi use, we were always going over before the month was up. I increased data to 4 GB again no change in circumstances, nor devices and again started going over almost immediately. I refuse to increase my allowance again although my bill now claims we are using over 8 GB and we are only two weeks into our billing period. I decided after the first 8-9 months into my service with Verizon, that I would not be renewing my contract when the time comes. I am happy to say October 1st is right around the corner, and my misery is over and I will no longer be working solely to pay my cell bill!!!! RIDICULOUS!!!!

vzw_customer_support
Customer Service Rep

fall_gurl75, we wouldn't want to lose you as a customer with us. Unexpected data usage can be quite alarming. What make & model phone do you currently have? What type of functions do you use on the device and how many lines are sharing the data? Our data calculator will give you an estimate of how much data is consumed per function: http://vz.to/1mpQFzg

WiltonA_VZW
VZW Support
Follow us on twitter @VZWSupport

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katericks
Enthusiast - Level 3

We have given that information repeatedly to the Verizon support staff. In fact, we were promised a call-back to check on this that has yet to come. This is not our job, it is yours. We are keeping a daily record of our usage already. It is not estimates of data usage that we need or that will fix this problem. Instead of repeatedly asking us to provide additional information, please spend your time fixing the Verizon tracking system. It is broken and Verizon is raking in considerable $$$$ that it is not entitled to through faulty devices and a faulty central tracking system.

Kate

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darkbird
Enthusiast - Level 1

I am going through the same thing with a iPhone 5 on my account. 2 times a rep was supposed to call me back and did not. I have been a Verizon customer for many years and never had an issue until recent months. There has been no change in out usage of the phones but now I have to upgrade my data plan several times a month. This is a huge issue and they seem to not care about resolving the issue.  I am seriously considering canceling my account and going with another carrier.

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katericks
Enthusiast - Level 3

We began having billing problems that had circular explanations in addition to the excessive data overages. No satisfaction whatsoever from Verizon. Today, we are free. Switched to T-Mobile. They will pay the fee for breaking the contract. Let’s see if this message gets posted.

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emanning99
Enthusiast - Level 2

Since my initial post, I too have switched to T-Mobile for the sole reason

that my VZW bill has nearly doubled since I joined them in February. I

tried every way I knew how to get assistance or merely an acknowledgment

that something was severely wrong with the data billing/overages. I

continued to received the canned responses.

I now with T-Mobile. My bill is half that of VZW and I added another

line! I am halfway through my billing cycle and we haven't touched our

data allowances. This us further proof that VZW was doing something very

wrong. With TM I m immediately back to my normal days usage/billing.

Imagine that!!! I should also add that I took my exact same phones to TM.

So they can't blame it on the iphone anymore....

My T-Mobile coverage is better than VZW. My calls are crystal clear, and no

weird "network beeps" during calls. Just straightforward, reliable, fairly

priced service.

I tried to get a little respect from VZW, but all I got was the "turn off

your cellular data and dumb down your phone" song and dance.

I told them I was going to leave if I didn't get resolution. I'm gone, with

all $1200 of my termination fees paid by a respectable company such as TM.

I'll join any class action suit I'm eligible to join. I got tired of being

treated like a clueless 4-year-old.

katericks
Enthusiast - Level 3

I concur with all of this. Any class action law suits out there? We filed a complaint with the FTC.

Kate

Rn2015
Newbie

I am having the same issues. Innthe last month suddenly I get text after text of data overages.   I had  8 gb plan among 4 phones, and for almost a year we were well below that.  Now Verizon claims one phone is using almost 6gb?  thats impossible!!! 

im sorry everyone else is dealing with this, but am glad I am not alone.

we have 2 iphone 5c on the plan, a droid mini and a droid maxx.   it seems to have started with the forced system updates and all these apps we can delete from our phones.

I never have location services on, the iphones dont enable mobile data.    there is no explanation for this at all.

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VZWSUKS
Newbie

I have been battling these crooks since last March when we started having issues.  In our instance, we didn't catch it until we were 302 GB over our 5 GB plan.  Our Mifi is hooked up only to a rarely used desktop in a back bedroom, thus we did not see the text warnings until it was much too late. Our usage consists of checking e-mail, casual browsing, and an occasional YouTube video. There was an automatic software update in April after which everything seemed to go back to normal, but now again just in three days of light internet usage over the course of the last two weeks they say we've used 15 GB.  We paid the $3,000+ bill from the first instance in March so they wouldn't take us to collections.  I have the Kansas Attorney General chasing them, I suggest all of you do the same as it was a very easy process to file a consumer complaint.  FTC and BBB complaints are also things that should be done.  Per the contract you can do arbitration, mediation or small claims -- I am going to take them to small claims court as my understanding it that you should avoid arbitration or mediation and go the small claims route.  I am going to cancel our Verizon service and hopefully recoup the contract buyout money in court.  I will switch to AT&T and use the AT&T data usage as evidence against Verizon in court.   I am also going to start a crowd funding campaign to put up billboards with ads to do Google searches about Verizon data usage issues before considering doing business with them.  These forums with throngs of folks having these issues are not only comforting but also very helpful in proving that this is a widespread and very real issue.  Ask Verizon to provide the MAC Address(es) of the devices that consumed the data.  They won't, which indicates that they are not being honest.  The most disheartening thing about all of this is that nobody at Verizon will even pretend to be a human being with a shred of common sense or compassion.  I take that back, there was one guy in Tech Support that wasn't a total bastard.

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katericks
Enthusiast - Level 3

We have switched to T-Mobile and are pleased with the service. T-Mobile has gone to a "no overage" pollicy. You can go over your monthly plan but when you do, there will be no additional charge. They just cut you back to 2G (really slow, sort of like dial-up) until the end of the month. Then you start the next month with whatever amount you've decided on. Also, it's month to month. You don't get locked into these 2 year contracts AND they will pay the termination fee for quitting Verizon. If you really want to get a handle on finances, I have to recommend T-Mobile. We do have AT&T for our cell phones this gives us 2 services in case one has a weak signal. AT&T is not trying to rack up the overages like Verizon is but they do still charge for overages.

Kate

Sent from my iPad

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emanning99
Enthusiast - Level 2

I apologize for the typos in my previous post. I'm posting from my phone,

with the awesome TM service I now have! Smiley Happy

vzw_customer_support
Customer Service Rep

We want to make sure you get the most out of your device and plans katericks. I know it's important to keep a handle on your data usage. What type of functions are you using your Jetpack? How many devices do you have connected to it? What makes you think the usage is inaccurate? What were the results of your previous interactions with us by phone when you spoke with tech support?

JonathanK_VZW
VZWSupport
Follow Us on Twitter@VZWSupport


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