Recurring Issues

Real-time data usage monitoring

TDR is continuing to receive complaints where the underlying issue relates to a delay between an indication of data usage from the data usage monitoring tools provided by the Scheme Member, and actual data usage.

Customers have complained to TDR that the monitoring tools provided by some Scheme Members have proven unreliable, and that the actual usage has been higher than indicated on the monitoring tool supplied.  For some customers that has resulted in unexpectedly high accounts being received, or inconvenience at having an unanticipated reduction of remaining data allowance available.

TDR recommends that all Scheme Members provide their customers with tools to monitor data usage in real time, as standard. If technical reasons limit the use of such real-time monitoring, the monitoring tools should clearly show the customer that the usage shown may not reflect the actual usage.