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Phone Reports Incorrect Data Usage
Spectrum notified me yesterday that my wife's data usage on her Samsung S21 had gone over 5GB this month. As of 2 days ago, she had used about 500MB in the past 19 days - an average of about 26MB per day. This has been her normal usage for a long time as she never streams movies and only uses mobile data for email, Googling, etc. when there is no local wi-fi.
The phone showed a spike in usage a day or two ago by an app named "Spectrum Mobile". This app has apparently used 4.89GB this month - all in the "background". (I looked up the same app on my S21, and it has used only 5MB during the same period. "Spectrum Mobile" is an app that neither my wife nor I have ever used - we didn't even know it existed on our phones.
As best I can gather from Spectrum technical support, this is an old app that allowed users to interact with their Spectrum Mobile account and has been replaced by the "MySpectrum" app.
I have talked to Billing about the problem and they refuse to accept what my phone is telling me about the usage. They have no breakdown of the usage by app, so they believe my wife actually uased the data. They did provide a partial credit of $28, but the bogus usage data amounts to $70.
I talked to Technical Support, and they won't pursue a technical cause because, again, they cannot see usage by app. I'm concerned that without further investigation, it might happen again. (Technical Support said I could uninstall the "Spectrum Mobile" app, but since it was downloaded from Spectrum, I can't uninstall it via the Play Store and don't know how else to do it. (I suspect it was downloaded when my phone was initially setup by the Spectrum store.)
I do not know if the "Spectrum Mobile" app actually was using data in the background, or if an error caused the bogus usage to be reported. What I do know, beyond any doubt, is that my wife did not use 5GB of data in a single day. Does anyone have any ideas as to what caused this?