I've been a very happy 2 degrees customer for the past 2 years.  

I had an account with family share, sharing my data with my two kids.  And all was happy.

Now, I am not so happy...

I just upgraded my phone to the s8 in June or july (can't remember exactly which J month) and at the time, they were running a promotion to upgrade the kids accounts for extra $5 a month to their own Freedom accounts.  Which would mean no more data sharing yey.  I made sure on the kids phones with family share, that they had data limits set up so no one was hogging data and that worked well for 2 years, no issues.  Although sometimes son would use a bit more than I or his sister would have liked.  But I only ever had to do a data addon in emergencies a few times.  With him having his own Freedom account, I said, once you run out of data, that is it, you have to wait for it to renew on the 4th of the month.  So if he uses it all on day one, he has to wait approx 30 days for more data.

I am on a 2.5gb a month plan (was previously on $5gb plan when on familyshare)  and now the kids are on their own 2.5gb plans - so 7.5gb per month of data - which is way more data than the past 2 years.

Fast forward a couple of months.  This might be long, my apologies in advance.  But it is to help you understand.

I am out and about and get a text notification that I am out of data -   I open up my browser and sure enough it loads the 2d page saying I am out of mobile data and need an addon pack.  I found this weird as I had about 6gb of carryover data when I changed from family share, as I hardly use data and am almost always on my home wifi and work wifi and all my apps on my phone always only update on Wifi - and when I checked my mobile usage on my device it said I had only used 206mb from 4th sept (the start of my mobile data anniversay) to the current.  I top up anyway as I needed to access my bank app to transfer money from my savings to buy food.

When I got home, I discovered by logging into 2degress I had my 1gb topup and data of close to 2gb so immediately phoned 2 degrees to find out why I was forced to buy an addon pack as I had data.  She said, yes I can see you had data and I don't know why - and she put me on hold to investigate.  When she gets back to me she says there was a glitch on my account and apoligiese and reversed the addon top up and the charge...so they refunded me my $20 and took back the 1gb.  I didnt' question my data usage at the time, as I didn't even know I had used as much as they are telling me my phone has used.....but

Then a few days later, I am out of data again and I know I have not used what was left of my data.

So I do a bit of checking with the mobile data usage and I am using mobile data when I am at home and asleep in the middle of the night.

Now just in case you want to ask, there are no mobile hot spots turned on on my phone.  And my brand new expensive Asus modem (that I bought for parental controls) is functioning with no drop outs.  I know it is not dropping out cuz if it did the kids would be on me about their games disconnecting and lag.

So this lead me to do more checking.  Just to give you an understanding of my home network.  I have parental controls turned on so during the week, at 11pm my son and my homestay mobile devices/computers shut off (weekends it is midnight).  They are still connected to modem, but they get no internet traffic, it blocks it.  

Most times the mobile usage corresponds just after 11pm, when my son has to physically turn wifi off and switch to mobile data.  

I am blissfully sleeping with my phone that is still connected to wifi as my device is the only one with no parental controls.  Occasionally (but very rarely) I am up late streaming to chromecast, which can only cast over wifi, not mobile data.  But most of the times past 11pm, were work nights and I know I was asleep.  

So knowing that my son has been using mobile data, I checked his mobile usage through the 2d website.  He had no mobile data usage since Sept 18th, yet he has been using mobile data, as he was not using home wifi network.  

So that leads me to believe, there is still a glitch on my account - somehow the 2d system is still family sharing to my sons number from my data pool (this was also the last number to be added to the new Freedom account) and connected on to my account as I am paying for my childrens accounts.

My s8 is telling me I have used this much mobile data the last 3 months.  Which at the start of that period and with the account change, I had about 6gb of carryover data, plus each month 2.5gb of new data added to that.

4 Jul -3Aug – 172MB

4 Aug – 4 Sep – 537MB

 4 Sep – Current 206MB

2d have said I have used 14gb of mobile data.  Nope, no I haven't, but if my sons mobile number was still linked to my number somehow, then yes, yes we may have used that amount of data, but me personally, on my number I don't use that data.  I have facebook, email and mobile banking I use when not on wifi and that does not use a lot of data and I have no changed my usage.  I do not play mobile games on my phone or have any installed.  I uninstalled them all before I upgraded my phone to make the process of upgrading quicker.

My sons stupid lil phone does not have great reporting like the samsung, but there are days he is using over 1gb streaming Youtube etc.

My account is set to renew on 4th Octover, and I have mobile data turned off on my device to see what is going to happen next month.  I have requested 2d to investigate as I highly believe it is my sons device using all the data - who's data has he been using since the 18th? - mine! And as soon as mine ran out on the 22nd September, at the same time, he comes complaining there is no mobile data, yet, he has been using it since 18th (when his orginally ran out) to the 22nd - yet it is not showing on his data usage on 2d website with his telephone.  No usage since the 18th when his ran out for his number.

I hope this makes sense to someone as the Customer Service staff at 2d do not seem to understand.  I've asked twice now for technical engineer to look into my account, surely they can get mac address or ip of devices using data each time (not sure if that was trackable on family share though as data usage was lumped into the one report, but I am not sure what 2d can see on their backend)

I'm just so frustrated!