Hi there,
We've only just signed up to BT for Option 1 broadband and telephone.
The Broadband went active on March 7th. Yesterday i received an email to say we'd exceeded 7GB of our 10 GB monthly allowance.
We have one desktop PC and one laptop linked to the Home Hub, do not download anything and according to the BT usage listing, shold have consumed at most 2 - 3GB to date.
Last night I registered withe BT online paperless account service and was able to read my broadband useage directly from the website.
This morning before I went to work at 0700, the useage was 8.38GB, when i checked after returning home it was 9.46GB. More than 1GB has been added when no-one was at home and both PCs were switched off. No one else has the Home Hub key code.
Early tonight I phoned 0800 111 4567 and got through to Broadband technical support who said they had no way of checking what was going on with my line. They passed me to billing. The lady in billing went away for a long time to talk to technical people and advised that there might be an error in the settings and the value displayed might be wrong. She said BT would know when the bill is generated on April 1.
I asked how would they know? She said maybe someone elses useage has been added by mistake. When i aksed how would BT know, she could not answer me.
She suggested waiting 48 hours to see if the broadband useage number goes down and that the 7GB was maybe correct. When i asked how she knew the 7GB was correct, she could not answer me.
I have had a BT account for less than 30 days. Reading the comments in this forum and elsewhere on the internet it would appear that I am not alone in having phantom useage figures and my confidence in BT is now thoroughly gone.
I don't want to wait 48 hours to find the usage has just gone up further and then have to spend another 30 mnutes on the phone while someone else doesn't get to the root of the problem. The lady today was perhaps doing the best she could but in the end i think she just wanted me off the line.
I won't wait until April 1st to see if the actual billing is corrected becaue ibelive no-one i spoke to this evening cared or could help. If this goes on, i am facing extra billing costs on useage that does not exist and i am concerned that BT has no will or way to work out what is going on.
Will cancel the account in the next 48 hours unless i get some sort of fix,someone sounds like they know what is going on and gives me some confidence that the problem will be fixed.
Can you help?
K
