Many people complain about disappearing airtime and mobile data. Here is what causes it, and what you can do to stop it.

Many consumers have reported that their airtime and mobile data are disappearing, and that it is not in line with what they use.

In September 2015, hundreds of South African cellular subscribers contacted Talk Radio 702 to complain about a phenomenon dubbed “data leakage”.

Users complained that data was being deducted from their mobile accounts, even though they had not used the Internet.

Other users complained that their airtime had disappeared, despite the fact they did not use their mobile phone at all.

MyBroadband asked Vodacom, MTN, and Cell C what the possible causes of disappearing airtime are, and what users can do about it.

The causes of disappearing airtime

Vodacom said the reality is that airtime isn’t disappearing, and that subscribers are using much more data.

“The main reason we’re using so much more data than a year ago is that our smartphones are becoming more entrenched in our daily activities,” said Vodacom’s Byron Kennedy.

MTN also said airtime and data does not disappear, and that faster networks, better smartphones, and bandwidth-hungry applications are usually to blame.

Here are some of the causes of airtime and data use that may be unexpectedly affecting users:

Subscription to a WASP service which charges you daily.

Out-of-bundle data rates can quickly deplete airtime.

Automatic software updates can consume large amounts of data.

High-definition content on YouTube and social media platforms consume large amounts of data.

Uncapped data bundles from MTN must be activated before use.

New smartphones and faster networks mean data is used quicker.

Viruses can access your Internet connection and consume data.

What you can do to prevent disappearing airtime and data

Here are some of the steps users can take to mitigate unexpected data and airtime use:

Unsubscribe from all WASPs if you suspect undesired billing. (*See below)

Switch off your data connection when you’re not using it. Apps often use data in the background.

Avoid out-of-bundle charges by purchasing data bundles.

Turn off automatic updates over mobile data connections – use fixed-line connectivity via Wi-Fi for updating apps and software.

Limit music and movie streaming using a mobile data connection.

Ensure you activate uncapped daily data bundles before using the Internet.

Check how much data apps use and adjust usage where possible to avoid using a mobile data connection.

Install an anti-virus program, such as Norton or Symantec, on your device to avoid viruses.

Pay attention to mobile data SMS notifications.

Android and iOS have built-in features to track data consumption, accessed via the Settings menu.

Prevent bill shock by setting a limit on the amount of out-of-bundle data you can use. Vodacom’s call limit lock and MTN’s usage limit feature let you do this.

*How to unsubscribe all WASPs

How to unsubscribe your cellphone number from all premium content services

Towards the end of 2013 news emerged that Cell C and MTN would finally be implementing double opt-in systems for wireless application service providers (WASPs).

Vodacom rolled out its double opt-in system two years prior. The double opt-in system cost it a 33% reduction in WASP revenue, according to Vodacom, but the operator said it was worth it for the dramatically reduced fraud complaints.

Along with the unveiling of its new double opt-in systems, Cell C and MTN also launched ways for their users to manage their content subscriptions.

Previously subscribers had no way to prevent a WASP from charging their cellular accounts, or to unsubscribe from premium content services without first contacting the WASP.

Vodacom also has a method to manage WASP subscriptions in the form of an SMS command to unsubscribe from everything.

The various WASP subscription management options of South Africa’s mobile operators are as follows:

Cell C

Using the USSD string *133*1# subscribers can block all existing and future content billing.

MTN

MTN also offers a USSD string (*141*5#) to manage premium content subscriptions, but unlike Cell C’s it doesn’t block all future subscriptions. Instead, users select which services to unsubscribe from.

Telkom Mobile

When asked about its self-service options for WASP subscriptions, Telkom Mobile said it does not offer an option for WASPs to charge for subscription services.

The operator previously told MyBroadband that it already has a double opt-in system in place, but has since said that it will be making an announcement involving its recently launched Event Billing soon.

Vodacom

Vodacom users can unsubscribe from all WASP services by sending “STOP ALL” to 30333.

Should you be subscribed to WASP services, you should receive the response “Your Vodacom request to delete all WASP service has been logged”. According to Vodacom, you should then receive messages of the format, “You have been unsubscribed from ‘SERVICE’ with effect from ‘DATE’”.

If you are not currently subscribed to any services you should receive the somewhat confusing response, “Your Vodacom request to delete all WASP services has been unsuccessful, Please call Vodacom Customer Care on 082111”.

Vodacom said that it is working on changing this message to say that you are currently not subscribed to any WASP services.