Why is there data use on my account when I'm connected to wifi?

[Kimberlyg]

I need help! I'm with Verizon and earlier this year my Husband and I upgraded to the Samsung S7 right after it came out. We have a 3gb data plan because we always use WiFi and we never go over 2.5 gb. I have WiFi at work and I have to use it there because the signal in my office is really bad and usually does not connect. At home we have home Internet with a wonderful wifi router. I am usually at one location or another and my wifi is always turned on. I get a notice a week ago saying that all of my data has been used and I need to upgrade my plan. I called and they swear up and down the usage is correct and that Facebook is using all of my Internet. I started looking through my usage and I see all of these little bits of usage here and there at all times of the day. Usage when I'm asleep, usage when I know I'm at work and on wifi, usage at home when my husband and I are both using our phones but I'm not seeing usage on his account. Now we do see little bits of usage on his line but nowhere near what mine has. I have been fighting with Verizon for a week about this and they keep stalling, making excuses, and treating me like an *****. One guy started telling me my iPhone is set to turn off wifi when I go into sleep mode and he got chewed out since I have never owned an iphone. I'm at a stalemate with them. They keep giving me lame canned answers and I keep showing them data usage when I know it shouldn't be possible. I need help I'm so frustrated right now and I don't know what to do. Please help!

 

[chanchan05]

Do you have Smart Network Switch turned on? It's under WiFi>More>Smart network switch. This should be disabled by default, but yours may be on for some reason. This is for the phone to switch to mobile data when the WiFi connection is bad.

 

[NiffiIsenguard]

Hi there!

Ok so I hope this is helpful.

Settings-wifi-more- smart network switch

Make sure this is OFF I had the same problem. This means "well wifi is slow let's borrow some Data."

Then go back to more then advanced and make sure the Keep Wifi on during sleep is set to Always

Hope this helps

 

[Kimberlyg]

Smart network is turned off I made sure of that when I bought the phone and I always check it once in a while. I also have it set to where wifi is on even when my phone goes into sleep mode. I know it drains my battery but i dont want to use data.Now they are saying that I must be data roaming and it's showing up hours or days later but I still don't see how that is possible and have asked for proof. The majority of the time I am at work or at home and I live in a good service area.

 

[chanchan05]

It's difficult to contest it if it showed up on their system. Just turn off your data.

 

[Kimberlyg]

Update*** I turned off my wireless data at 6 am this morning so there would be no way to connect to the Internet though verizon. Checked my account online and as of around 8pm there has been several small bits of data used. There is something wrong just trying to figure out what.

 

[chanchan05]

That would then be subject to question if Verizon data is showing you using data when it's turned off on your phone. You have to escalate your complaint.