Being charged for WiFi data use on phone plans

[MartJ]

Just checked both my wife’s bill and my bill it appears that despite being connected to WiFi at home we are being charged for data on our bills whilst on our home WiFi, recorded as In plan. For me it’s less of an issue currently as I have unlimited data, but for my wife it has seen her use 3gb of data in the last few weeks, despite being connect to WiFi here or WiFi when she is elsewhere.

It appears all our settings are as they should be, so what is the explanation for this? 

Could this be connected to existing issues with our connection as reported elsewhere? 

[David_Bn]

Thanks for your post on our Community Forums @MartJ, and welcome back to our Forums!

Sorry to hear of the Wi-Fi dropping on the devices, does this happen with any other devices or over a wired connection?

Kindest regards,

David_Bn

[MartJ]

Hi David, 

Yes we have, however a I have another post related to this matter, the more improvement question is why data is being recorded as in plan when connected to WiFi at home? 

https://community.virginmedia.com/t5/Networking-and-WiFi/Still-issues-with-Wifi-after-area-fix-compl...

[David_Bn]

Thanks for coming back to me @MartJ.

It simply sounds like the Wi-Fi connection is dropping on the handsets, and there burning the data on the tariff.

Kindest regards,

David_Bn

[MartJ]

Hi David,

Not happy if this is the case, we shouldn’t be using plan data if attached to WiFi, the only warning we got this was happening was when my wife got a message to she had used up all her 3gb rollover data, until then thought she was using WiFi data. This issue of dropping connections has been going on for a while twice VM have told us it was a fault in the area, still not resolved so it cost my wife in respect of data in her plan.

[David_Bn]

Thanks for coming back to us @MartJ.

I've been able to look into the local area for any faults, and nothing appears to be present currently. 

Do you notice if the handsets drop on Wi-Fi when in a particular area of the property?

What handsets are you using? 

Is there any other handsets in the property that don't experience drops in Wi-Fi service?

Kindest regards,

David_Bn

[MartJ]

Hi David,

We set messages which say not connected on both handsets mine is a Samsung S21, my wife's an A53< we have VM Wifi extender upstairs, usually get 4 to 5 bars from them. The dropouts can occur anywhere, even a few feet away from hub

[MartJ]

David,

This is the response Paul gave to me earlier this week>

"Thank you for reaching out to us in our community and welcome back, sorry to see you are still facing connection issues after the issue was reported as fixed, I was able to locate you on our system with the details we have for you and have found an unplanned outage on your line which I have now be raised, the fault does not lie with your equipment, this should be resolved within 5 to 7 days, apologies for any inconvenience caused."

So did that fault exist and has it be fixed, as said 5 to 7 days, 5 days has passed.

[MartJ]

H David,

Snip from my recent usage on mobile, at times mention I was at home and connected to Wifi at the time so do data should be used from plan

[David_Bn]

Thanks for coming back to me @MartJ.

When looking into the local area, no faults were flagged - which would suggest that either any area faults that were present have now been resolved or possibly that this has not yet been recognised as an area fault.

Can you please confirm if any confirmed faults have been present on our Service Status Checker, since being issued with that response?

Is it possible to perform a pin hole reset on your hub to if this will help you maintain a stable Wi-Fi connection on the handsets?

Kindest regards,

David_Bn