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I'm a tech savvy user that has been strongly critical of BT in another usage monitor thread. I have to admit to 'revising my opinion' (aka 'being wrong') having discussed with a highly technical chap in BT (I'll call him Bob, not his real name).
It turns out that my TV is at fault for a *stupidly* high amount of downloads, and my network monitoring solution through a raspberry pi was inadequate (it didn't log all the data). We are talking about 10 times the amount of expected data!
My TV is an LG 32LD790-ZA running firmware version 3.20.89. It seems that this is trying to download the same data multiple times when streaming from BBC Iplayer (perhaps other services, but I don't use anything else at the moment).
I haven't yet approached LG, but I noticed a new version of the firmware on their website that may fix the problem.
Bob also explained how the billing system works in summary, and it has very much re-assured me that the BT usage is likely to be correct because it monitors the communication over the line, not through account authentication details or MAC address monitoring. As 'beenrippedoff' indicates his problem was that his device was downloading more data than he expected, as was mine, it is likely the same for others. Instead of chasing BT for answers, you can be more productive and less cross by tracking down the fault yourself. It does mean learning about networking monitors and installing one in your network, which takes a little bit of knowledge, but it's something you control.
I was very fortunate to have Bob's help - it is highly unlikely that (m)any others will get it. The only reason I did is because of the way the TV broke. BT were correct that my network was using the data, and it's not BT's job to fix my TV...
By the time you get here I'm sure it's not what you want to hear, but I hope this helps some people save time arguing with BT as their billing usage is likely correct.
Instead focus on asking 'what on my network is using that much data?'
- a wireless 'piggy back' user using it without your permission.
- a virus infected computer?
- a broken device (like my TV - rare, but obviously it does happen!)
- children downloading data in a way you don't expect
If you think you can answer that and STILL think there's something wrong, then BT can be very helpful!
Good luck resolving your issue!
@I'm not meaning to argue over your situation, I may have misunderstood when you wrote:
BT claimed the excess usage is due to all infinity downloads being in HD by default. BT failed to inform me of this and only pointed out the benefits
I took this to mean that you were satisfied that the cause had been your equipment using HD streams as a result of having increased bandwidth.
If BT have miscategorised traffic as yours when it was not, that is not acceptable and I applaud your efforts.
I don't mean to say "BT can't make mistakes with their categorisation", though I believe it is a rare event or the forums will become a lot more than they are now (currently there are a few posts in similar topics everyday, but that has to be a tiny fraction of BT's current capped users).
If users can come to BT saying 'we believe we know what our devices are using, and it doesn't add up' they will get a much quicker and more satisfactory outcome (mainly because arguements like "it's your TV" can quickly be tested and accepted or rejected).
I believe that in the majority of cases most people don't know what their devices use and that causes a number of issues that are possible to avoid.
Can you clarify how you were upgraded to Infinity when you didn't want to be. It is not done automatically such as going from ADSL to ADSL2+ You need to agree to a contract and allow an engineer to install the equipment in your house or at the very least connect up the Homehub 5 yourself.
I see, it was a free upgrade that you had to agree to and allow equipment to be installed. They way you first mentioned it it sounded like you were put on Infinity without your knowledge or agreeing for it to be done.