John Robbie and Xolani Gwala have been receiving numerous amounts of complaints from listeners about 'disappearing' cellphone data on MTN and Vodacom.
MTN's Chief Customer Experience Officer, Eddie Moyce spoke to John responding to customer complaints about why data seems to disappear and advice listeners on how to protect data bundles.
Moyce says that they have dealt with the issue looking at a number of issues, including that a large number of complainants are using LTE handsets (4th generation network with faster speed).
John also spoke to Vodacom's Executive Head of Technology Innovation, Jannie Van Zyl about why he thinks customer cellphone data is 'disappearing'.
Van Zyl says that customers should note that data cannot 'disappear' but can be used very fast. He says that data is being used by users at a faster rate and by their cellphone in background. He notes that, for instance, Youtube automatically scales up the quality of video you download or stream, which increases data consumption. People don’t just watch social media anymore, they are uploading too (i.e a 5 MB image will take up more of your data).
John also spoke to Senior Journalist at My Broadband, Jan Vermeulen who said that MTN and Vodacom's explanations are plausible, added to the use of LTE handsets and HD apps, all which can increase data use. He says however that it is an unlikely event that someone is doing something to your account. That there is the off-chance that certain services and apps can hijack your account. There are things put in place that can protect you from this, just ask your network provider.