Usage Data Disparity

@skim32 Did you ever find a resolution for this? I have been having exactly the same problem for nearly 6-months! I have gone around and around with T-Mobile representatives at 611, in Chat, and on Twitter. Each escalates the problem, gives me their personal assurance that they will be the last person I have to talk to on the issue, but it is still not resolved.

One additional piece of information I have found is that dialing #web# to check usage appears to get closer to what is happening.

As you can see, this dialog shows two numbers, the amount of data used from "your data plan" and the "total on-network data". From my understanding and experience before this problem started, the "data plan" number is the amount of data that counts against your plan and it is used for purposes of kickback. The "total on-network data" number is all of the data your phone has used, including zero-rated data like Music Freedom and speed test apps. Given this explanation, it never makes sense for the "your data plan" number to be larger than the "on-network data" number.

From what have seen over the last several months the website reflects the “your data plan” number (even though it is labeled as “total on-network data”) but the app reflects the “total on-network data” number.

I've been working with the social support team on Twitter regarding this for the last 3-months. Here is a summary of my current position:

1. They acknowledged that the label on the website that says “Total on-network data” is incorrect. @skim32 You have this in your screenshot above. They say this should be labelled as "plan" data usage. They have opened a ticket and we may see this fixed in the future.
2. They claim the "your data plan" number is accurately tracking usage, even though it doesn't match the usage I see from my phone's built-in tracking. They say the "on-network data" number is not showing all of my usage. They also see this behavior in their Grand Central application and flowing through to the website. They have opened a ticket to try to get this resolved. I'm hoping investigation into this will reveal the root cause so they can finally fix it!

I agree with #1 above, but I do not buy #2. The phone's built-in usage tracking is always much closer to the smaller "total on-network" number and I am not convinced the phone is actually using as much data as the "your plan usage" number claims.

One final note, I am having the problem on two of the 11 lines on my account. These are the only two phones I have with 5G capability, and the issue seems to have started around the time we upgraded to these phones. Maybe it's related to 5G data usage tracking! It's just a theory, but I wouldn't be surprised if when I'm on a NR NSA (non-standalone 5G) network the data is being counted twice, once for 5G and once for LTE.