I subscribe to EPL as part of my mobile plan. Optus Sport app is supposed to be data free. Over the past few weeks I seem to have been charged a lot of data for streaming EPL games. This morning I recorded the data usage stats on my phone and in the My Optus app both before and after the Swansea Liverpool game, which I started streaming on wi-fi and then moved out of range and used mobile data for the last quarter of the game. It is very clear that the mobile data usage of ~550MB (a) appeared on my phone mobile data usage records as Optus Sport app, (b) counted toward my metered data as evidenced by an Optus SMS alert and the My Optus app records, and (c) appeared in the Optus data breakdown as 'Browsing' and 'Akamai', but not as 'epl'. Has anyone else had this trouble? What can be done about it?
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Hi @drbenmcnair, definitely understand the concern around the data you're seeing on your end there.
The apps data meter cannot always detect what usage is metered and unmetered so it'd show everything as one. This means when your invoice is being generated any data that needs to be excluded will be 🙂
If you'd like us to take a closer look at what's going on, please chat with our Customer Care team here (via PC) so we can help.
Thanks for replying, Alex. I know it has been metered, as I received an Optus Alert SMS advising the amount of my allowance I've used. Last month I was charged two $10 data top-ups due to the same issue. That's been resolved via a one-off adjustment, but the issue is ongoing and I'm now hesitant to use a service I'm paying for. I've tried live chat and Twitter. No one seems willing to give proper consideration to the evidence I'm presenting and instead assumes that which they ought to prove - that EPL streaming is indeed unmetered as advertised - and advises that I manage my data usage. Looks like my next avenue is the Customer Relations Group, then the ombudsman.
Hey @drbenmcnair, the Optus app displays your total data usage inclusive of any any eligible data free services like Optus sports which you are not charged for. When the bill is issued this data usage will not be added to your total allowance and will be deducted.
I'm aware of that. I have an SMS from OptusAlert advising how much of my allowance has been used. I understand these SMS alerts report only data that count toward my allowance (and exclude data free services). Is that correct?
To make it clear the data usage you see (the circle with the percentage) when you open your My Optus App will be the data used on the account excluding any free streaming. The data usage you see when you click the Data Breakdown button includes the data you've used for the month including data used on any free streaming you have active. That is correct, SMS alerts report only data that count toward your allowance (and exclude data free services).
You can PM either Kartik or myself with your screenshots, account number, full name and DOB so we can look into this for you a little further 🙂
Hi Alex .
I am experiencing same issue as above member.
I use post paid phone with Optus sport option.
And the EPL streaming has been charged and taken my allowance.
I will message you more information so that you could have further look on my account.
This is not something that we can currently assist with here on the forum.
If not, please chat with us.