All replies
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Hey there! I am very sorry you are having so much trouble with your hotspot! What kind of device is it exactly? Can you try taking the SIM card out of the device and letting us know if the usage is still occurring?
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SIM Card is out. It's a ZTE on the sim TM9260
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When did you take the SIM Card out of the device? Has there been usage while the SIM card was out of the device?
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Hi, no I just took the SIM card out after I saw your message. I can tell
you that the device was unplugged and turned off during the hours that the
data was being used. Again, this started about 6 months ago. If you go into
my account as I told the customer service reps you can see that I barely
used data and then all of a sudden there were spikes in my data usage when
I was not in the office, not utilizing the data and/or the device was
unplugged and turned off.
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We are unfortunately unable to access your account here on a public forum All data recorded on the network comes from your SIM card. If the SIM card is out of the device and there is still active usage, you can let our tech care folks over the phone know the specific times you had the SIM card out of the device and they can compare that to the recorded usage.
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So there has been no usage since I took the sim card out. Why would the sim
card still show data usage when the device is unplugged or turned off as we
were doing when we started seeing strange data usage.
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Thanks for getting back with me! So we know that the usage is occurring because the device is somehow requesting this data. I know you said this was a ZTE device but which specific hotspot is this and how specifically are you powering it off?
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On the battery it has model L:3720T42P3h704572
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I power it off by turning the on/off switch to OFF. The most frustrating
part is this is a business hotspot so I have no access to internet each
month now because it goes beyond our data usage when in fact we don't use
it. They customer support tells us that we have used the data and there's
nothing they can do about it. So we are paying for a hotspot with no data
usage, but some how the data is getting used during times that don't make
sense nor do they follow our regular usage if you go back 6 months...
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frustratedconsumer - Since we determined that no usage occurred while the SIM was out of the device, we know that the usage is being requested by your SIM card when it is in the device and is valid usage. If there is an issue with the hotspot, we may want to look into doing a full reset on the device an possible exchanging it. The serial number you posted from the battery is for the battery itself. Do you happen to know the Model of that ZTE? I can look up the steps for resetting it for you.
christindall - Is it possible that the device is losing Wi-Fi connection? There are many background apps on smartphones that request data even while the phone is not being actively used.
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Does USB-MU5-B-100-L-A help? I have had several weeks with no connection bc
the service has gone past my data and I refuse to keep paying more when the
usage is not from our use. Can I just take the device back and have them
give me a new one? When I went to the kiosk store to advise them of my
issue they were not able to help me as they just say "you used your data .
You can upgrade your service".
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I would recommend contacting us again when you have a chance. Our tech support folks will be able to look at your account and see what device you are using exactly and get you the steps to fully reset the device.
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I have found with past carriers TMobile included that usage statistics can lag behind the actual use time frame. All depends on when the network and Towers report usage. They don't report the time it was used just the time it was reported.
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So. This just happened on my wife's phone. She has installed absolutely nothing new on her phone in months. Her phone is ALWAYS on wifi. This happened just today - years of history this has never happened. And - like so many others - I'm pissed. Something changed TODAY. I don't have her phone, but will look at logs tomorrow, but in the meantime - SOMETHING has to be causing this. And it happened throughout all day today, basically every two hours - her phone was plugged in across the house and not in use all day long.
Anybody ever figure this out?
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No resolution. Extremely frustrating.
On Tue, Aug 28, 2018 at 12:38 AM, christindall <no-reply@t-mobile.com>
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I will tell you from what I have noticed is that they go off of PST. So the times would be off but they supposedly were supposed to do something when I was going over every month to no avail. They can’t seem to tell you where data is coming from. Mine would even use service in dead zones. Couldn’t explain that either. i would like them to seriously look into it as well
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i noticed this problem also, in my tmobile family plan, my data usage records show me that i used some data in the early morning, after i dig into it, I think that the recording time is actually misleading, the total data usage matches up with my iphone's cellar data usage statistics, so just the time isn't correctly, I believe tmobile's only shows summary for each day when you look into any billing periods that before your current one, if you take a look at the current billing period's data usage, there are more granular data, so I think the data is summarized but given a misleading timestamp in the historical report.