cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 
dlaw
Aspiring Contributor
5,022 Views
Message 1 of 29

Unexplained high data usage

Go to solution

Okay, I am getting nowhere on the phone, going in circles between FTTH and Technical.

 

Since Thursday 23rd June, I have had significantly above average data usage on by BT Infinity account (I have Unlimited 1 40 GB limit option on Fibre To The Home, using a Home Hub 3. Yes, security is enabled.) I had a particular spike on Friday 24th, with a total of 18 GB used, pretty much evenly split between upload/download. Bear in mind my usual total monthly average is only 14 GB.

 

I have logged on to my HomeHub, the only devices that have ever connected are ones I know about - the Sky+ box, a laptop and 2 smartphones. I do not used cloud-based services, I do not download films and the most I ever upload is a handful of photos. I download occasional tv episodes to the Sky Box, but nothing in the past week.

 

I have repeatedly had to answer the same questions about whether my browsing habits have changed (no), has anyone else been in my house (no), are you sure no one else has been in the house...

 

This morning around 06:30 I checked my data usage on my profile, and got this:

27.06.2016 at 23:59 - 60.12 GB

At the end of 26/06/16 it had 55 GB, so roughly 5GB in a day. Bear in mind, on Monday the hub was only turned on for 1 hour whilst I spoke to BT on the phone, and the Sky box was not powered. I certainly didn't use 5 GB of web browsing in an hour.

I logged in from work around 08:30 this morning and it still said 60.12 GB. Expecting an update for the 28th to come up, I checked again around 10a.m.:

27.06.2016 at 23:59 - 64.25 GB

 

Same last date/time updated, but a further increase of 4GB. How can BT tell me this system is accurate and that there isn't a fault somewhere?

 

I had my hub turned off from 14:45 on the 27th until 06:30 this morning, but did turn the openreach model back on at around 20:00 on the 28th, to see if any data usage comes up for the 28th. If my home hub is switched off, the data usage isn't mine. At the moment, I already stand to be charged over £30 for this supposed data usage, but no one seems to accept the possibility of a fault, even though I have been reading through these forums and have seen customers complaining about the same issue for at least the last 5 years.

 

Can anyone help?

 

My breakdown (according to BT) for the past month up to the 25th:

 

Used - Total Upload(MB) - Total Download(MB) - Total Usage (MB)

26-May-16 - 8.19 - 78.54 - 86.73
27-May-16 - 2.5 - 22.96 - 25.46
28-May-16 - 0 - 0 - 0
29-May-16 - 24.13 - 122.72 - 146.85
30-May-16 - 25.65 - 113.64 - 139.29
31-May-16 - 1.86 - 23.23 - 25.09
01-Jun-16 - 203.18 - 1777.21 - 1,980.39
02-Jun-16 - 242.23 - 1188.06 - 1,430.29
03-Jun-16 - 40.4 - 555.07 - 595.47
04-Jun-16 - 25.01 - 196.48 - 221.49
05-Jun-16 - 24.25 - 573.27 - 597.52
06-Jun-16 - 5.28 - 54.8 - 60.08
07-Jun-16 - 2.12 - 14.58 - 16.7
08-Jun-16 - 5.18 - 48.36 - 53.54
09-Jun-16 - 5.51 - 218.78 - 224.29
10-Jun-16 - 6.28 - 89.56 - 95.84
11-Jun-16 - 12.37 - 206.28 - 218.65
12-Jun-16 - 59.93 - 1718.65 - 1,778.58
13-Jun-16 - 151.18 - 3593.81 - 3,744.99
14-Jun-16 - 0.99 - 7.83 - 8.82
15-Jun-16 - 0 - 0 - 0
16-Jun-16 - 0 - 0 - 0
17-Jun-16 - 0 - 0 - 0
18-Jun-16 - 0 - 0 - 0
19-Jun-16 - 0 - 0 - 0
20-Jun-16 - 0 - 0 - 0
21-Jun-16 - 41.93 - 2919.94 - 2,961.87
22-Jun-16 - 16.83 - 253.42 - 270.25
23-Jun-16 - 3097.57 - 6411.25 - 9,508.82
24-Jun-16 - 8670.89 - 9994.23 - 18,665.12
25-Jun-16 - 567.92 - 6566.07 - 7,133.99

Tags (2)
0 Ratings
28 REPLIES 28
gg30340
Distinguished Sage
Distinguished Sage
5,020 Views
Message 2 of 29

Re: Unexplained high data usage

Go to solution

Do you have Windows 10 on your computers? If you do you need to make sure that you have the peer to peer Windows updates turned off. If you don't, you are helping Microsoft deliver their updates to the world. This means that your computer, when switched on is constantly available to Microsoft users to assist in updating their computer.

 

Have a look at this link how to turn it off.

 

http://www.howtogeek.com/224981/how-to-stop-windows-10-from-uploading-updates-to-other-pcs-over-the-...

0 Ratings
dlaw
Aspiring Contributor
5,015 Views
Message 3 of 29

Re: Unexplained high data usage

Go to solution

I have already checked this, and it was not switched on.

 

Thanks.

0 Ratings
dlaw
Aspiring Contributor
4,980 Views
Message 4 of 29

Re: Unexplained high data usage

Go to solution

After Technical failed to give me a callback yesterday, I raised a complaint and BT are now sending a new Home Hub - apparently when it's switched off, it can still use data!

 

First person I spoke to said the data charges would be waived for this month, however given she was not authorised to change FTTH accounts, I am not sure if this went through?

 

Last 3 days' usage:

27/6/16 - 4.78 GB - Home Hub on for 1 hour in the afternoon whilst on phone to BT

28/6/16 - 4.13 GB - Home Hub off for the full 24h

29/6/16 - 18.97 GB - Home Hub on for 15 minutes in the morning to check data for 28/6. Then turned on again for approx 2 hours in the evening, after fault had been confirmed and new order placed.

 

Current total for the month is 83.22 GB.

 

I am interested to see what tomorrow's data usage is - I have now completely disconnected the Home Hub.

0 Ratings
gg30340
Distinguished Sage
Distinguished Sage
4,972 Views
Message 5 of 29

Re: Unexplained high data usage

Go to solution

That is one of the best excuses/load of rubbish that Customer Services have supplied yet.

 

I'd be interested to hear how BT have managed to develop a Homehub that can use data even when switched off!

 

The Homehub does not use data. Basically it only routes data to the devices that are connected to it and it is those devices that use the data. If the Homehub is switched off they obviously can not get that data.

0 Ratings
dlaw
Aspiring Contributor
4,948 Views
Message 6 of 29

Re: Unexplained high data usage

Go to solution

Well, yesterday I apparently used 'only' 10 MB, which is still impressive given my homehub is completely disconnected from both the openreach modem and any power supply!

 

I am wondering if my new next-door neighbour has had his property's Infinity re-connected, but it's somehow accidentally using mine?

0 Ratings
dlaw
Aspiring Contributor
4,922 Views
Message 7 of 29

Re: Unexplained high data usage

Go to solution
Latest day of incompetence - the replacement that was supposed to arrive yesterday did not, but the order on my account is shown as complete.
I replied to my order text message, and got the response of it will be another 3 working days - and a new order has been placed only today! What happened with my first order?

Quite thankful my contract is up in August, I've been appalled by the customer service so far.
0 Ratings
john46
Distinguished Sage
4,915 Views
Message 8 of 29

Re: Unexplained high data usage

Go to solution
sounds like a possible Royal mail problem stuck somewhere in their system
0 Ratings
dlaw
Aspiring Contributor
4,908 Views
Message 9 of 29

Re: Unexplained high data usage

Go to solution
No, they've said the order only contained a Welcome Pack and not the actual hub, despite being told that's what the order was for. I've received the envelope to return the faulty hub. As a customer of nearly 5 years, what use is a 'welcome' pack?
0 Ratings
john46
Distinguished Sage
4,904 Views
Message 10 of 29

Re: Unexplained high data usage

Go to solution
personally I very much doubt if it is a hub problem more like a data reporting error at BT's end
0 Ratings