From reading through the forums it appears that I am not the first to have a unexplained broadband usage issue.
My average usage over the last 2years has been 11Gb per month. Suddenly I received an automated e-mail this morning at 04:05saying I've used 36GB (contract is BT Infinity 1...40GB allowance and the first warning should have come on using 28GB), I then check my account on MYBT at 09:00 and find that I seem to have used 54GB...so I've used 18GB in 5hrs whilst asleep!
Having rung billing...who passed me on to broadband, who in turn passed me to Technical I gave up after over an hour.
Can anyone inform me of the next step please? Every time I asked for how, why and when I had built up this usage replied they could not tell me as 1) data protection..(thought it was my data!, and 2) no such records are kept...well if that's the case how can one ever check a bill?
I had a similar query, albeit not with such high usage, earlier this month and got the mods involved. They told me the Usage Monitor was correct as they had an alternative system that back the monitor up. So aks them for a copy of it.
I have the same problem. I got infinity installed on 30th October with a 20GB limit. It actually came on around 5.30pm on 30th October 2014.
By 9.30pm that same evening I had received an email from BT saying I had gone over 18GB of my 20GB monthly allowance!! Really??
All I did in those 4 hours between 5.30pm and 9.30pm was set up my devices to work with the new hub, check facebook and my husband probably browsed ebay, we didn't download any films, didn't watch any iplayer, didn't download music or anything like that. So how on earth did we use up over 18GB in under four hours?
And the best of it is, in an email in reply to my complaint, they said I actually used 42.85GB in October. So according to them I used 42.85GB in one day as there was only one day left of October after I got connected. At that rate that would mean I would use over 1200GB in one month surfing the internet!?!
I too have spoken to BT on the phone and asked them to show me where I used 18GB in under 4 hours and they couldn't, they also quoted data protection to me, ppfft, they also said I wouldn't get charged this time, well too right I won't be getting charged! I started checking my usage every day from 1st November and according to the usage monitor I have been using under 1GB per day and done nothing different from that last day in October where they say I used 42.85GB.
So where did the 18GB in four hours come from, and the 42.85GB in one day come from? Is it even possible to download 18GB of data on a 38mb speed in under four hours? Something isnt right somewhere.