Mobile data session times?

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MrGadget

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#286052 2-Jun-2021 11:32

Back on to 2degrees mobile recently and had 1.25GB of data available. I noted a few days ago that I now had no data left, and according to the monthly and daily usage I had used 606 megabytes up until 28 May. Now 4 days later that same data is showing so called 2degrees who informed me if I wanted to see the “real-time” (his words) usage I would need to turn off mobile data for 48 - 72 hours and recheck the app.

That seems like data session times don’t end as often as I would have expected, or that the app is nowhere close to real time. Anyone have any experience or knowledge on this?

Cheers

Neil

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#2717215 2-Jun-2021 11:50

Turning your mobile data off for say 5 seconds should drop the PDP and let the data usage be counted

MrGadget

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#2717219 2-Jun-2021 12:03

Tried that ;
Mobile data off now approx 1 hour - no change
Airplane mode on - no change

Both with a force quit of the 2degrees app to ensure it would pick up current data.

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Linux

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#2717221 2-Jun-2021 12:05

Must be a session still up on the GGSN and that will have a timer on it (no idea what the timer length will be)

MrGadget

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#2717222 2-Jun-2021 12:12

Linux:
Must be a session still up on the GGSN and that will have a timer on it (no idea what the timer length will be)

That’s the million dollar question - how long do these sessions last ? Surely they must max out after a few hours - the suggestion I have to wait up to 3 days with mobile data turned off seems wrong to me).

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#2717225 2-Jun-2021 12:20

MrGadget:
Linux:

Must be a session still up on the GGSN and that will have a timer on it (no idea what the timer length will be)

That’s the million dollar question - how long do these sessions last ? Surely they must max out after a few hours - the suggestion I have to wait up to 3 days with mobile data turned off seems wrong to me).

Very odd it would be that long! You need to speak to a Core packet Engineer in 2d

morganbrowne

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#2717371 2-Jun-2021 16:44

Hey there, I've just flicked your question over to one of our core architects and will update when I hear back :)

Cheers

Morgan Browne - 2degrees Social & Digital Media Manager.
I'm in the comms team. If you would love some help from our 100% Kiwi-based customer care team, please call them on 0800 022 022.

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MrGadget

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#2718152 4-Jun-2021 10:38

morganbrowne:

Hey there, I've just flicked your question over to one of our core architects and will update when I hear back :)

Cheers

Hi @morganbrowne - any joy?

After almost two full days with mobile data turned off, the app has not updated - still showing 606MB of 1.25GB used with zero remaining. I apologise for pushing but his is rather frustrating as I have no data all week now.

Appreciate your following up!

Neil

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#2718155 4-Jun-2021 10:48

You have access to data clock free 1 hour per day

This sounds like an App issue as the App advises 0MB left

Clearly having mobile data off does not count up the used data

MrGadget

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#2718164 4-Jun-2021 11:01

Yes, aware of data clock, but also I am not convinced I have used all the data, and the app telling me I’ve only used 606 meg doesn’t help. I do appreciate how solid data measuring is, however it seems odd to me that I apparently used the same amount of data in a few days at home as I did over a week of camping remotely… I’d really like t see daily usage.

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morganbrowne

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#2718206 4-Jun-2021 12:02

Hey Neil,

I've just heard back from the team. Sounds like something weird is going on here. We would say it takes at least 5 minutes to show the correct data due to several processes in our system, with each one running every few minutes independently. If you switch your phone to flight mode and back, this should reflect updated usage. Can you please send me a private message with your 2degrees number, I'll pass it on for our team to investigate.

Cheers

Morgan Browne - 2degrees Social & Digital Media Manager.
I'm in the comms team. If you would love some help from our 100% Kiwi-based customer care team, please call them on 0800 022 022.

MrGadget

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#2718262 4-Jun-2021 13:24

@morganbrowne messaged you (tried flight mode a few days back and again today to no avail).
Cheers

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MrGadget

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#2730186 17-Jun-2021 14:48

Somewhat disappointed to still have no resolution to this issue after a couple of weeks with no data, nor any change to the amount used/available.
Has anyone else had this issue?

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#2730190 17-Jun-2021 14:57

@morganbrowne

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#2730195 17-Jun-2021 15:07

@MrGadget Do you have a fault ticket number from 2d? If not call them now and do not hang up till you have one

morganbrowne

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#2730223 17-Jun-2021 16:35

Hi again,

As advised via PM, this is sitting with our ops team who are investigating. They're not care agents however so can't provide immediate customer service. Do feel free to call us to log a fault as above and the team can see what they can do for you in the meantime :) Sorry for the wait.

Morgan Browne - 2degrees Social & Digital Media Manager.
I'm in the comms team. If you would love some help from our 100% Kiwi-based customer care team, please call them on 0800 022 022.

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