cancel
Showing results for 
Search instead for 
Did you mean: 
oksnab
Aspiring Contributor
983 Views
Message 11 of 113

Re: Broadband usage exceeding monthly limit

Hi prm1 - very interesting information.

I appreciate BT have millions of customers but coincidence or not your problems and dates mirrow mine.

 

Unlike yours I have high speed Infinity package with up load of 6.8Mb so in theory circa 25G /hr so my 90 G on the 11th Jan is possible & unfortunately I cant argue that it isnt.

 

although helpful etc BT are refushing to accept any liability and are insisting that I will have to pay the Bill- £128 so far.

It was increasing at £40/day so I switched it off.

Interestingly although BT Tech have since advised me to change the hub password they didnt in the first  call - just to advised me to turn it off each night incase of hackers, which doesnt say much for their confidence of their security system.

 

thanks  Vofsanity I have checked myHUb web site,  devices connected nothing strange but only after switching it off, (its a Home Hub 3B ).

whats really frustrating is that BT Tech say they dont have details of the upolad data only overall figures and Billing are now saying i have to get evidence of a fault from Technical then give it to billing so they can consider it. They refuse to contact technical to carry out their own investigation - I have to provide Billing the evidence from their own company ! I wonder at times who the customer is .

Billing clearly have the data as their agent in the very first call told me the two email accounts that was transferring majority of the upload from and to - quite unprompted - she didnt know that they were both mine!

so now I am stuck with both departments deneying they have the detailed data &

Billing are refushing to accept any liability saying it was my poor password that probably caused the hack. The Hub was still set with the orginal factory set password - as it came with spare printed password labels & no instructions to change passwords I did not know that you could or should  change it , I have now .

 

so looks like i am getting stuffed with the Bill even though I cant get BT to provide the detailed data to justify it.

under the circumstances I have now reluctantly upgraded to unlimited to avoid any further risks but really feel that BT have let me down -

0 Ratings
Reply
markgraham
Aspiring Contributor
977 Views
Message 12 of 113

Re: Broadband usage exceeding monthly limit

Thanks again for all the replies - I've run the IP test as suggested and the result is download speed of 7.15mbps.

 

Its reassuring to see that I'm not the only one who has had a similar problem recently. In my last discussion with BT about it they said to wait for the next bill (which will be February) by which time the technical team 'will have completed their investigation' to see if I've been charged or not, and to contact them when I get the bill if I wish to dispute any part of it. Rest assured I'll do that and unless any of you have any objections I'll direcdt them to this thread as supporting evidence.

 

So far as the 'investigation' by the tech team goes, I'm not convinced there will be/is one - I got the impression on the occasions I'd spoken to them that they had done some diagnostics at their end, found no fault and therefore concluded that I had downloaded this data or had my account hacked. As others have now had a similar problem it suggests there may be a intermittent fault with their monitoring software? I'm sure I saw something on the site about additional data limit warning e mails being sent out multiple times dure to a fault but I cant find it now - perhaps this is linked.

 

I'll keep monitoring the thread and update progress on here as and when it happens.

 

Thanks for the replies and good luck to others in the same boat.

0 Ratings
Reply
markgraham
Aspiring Contributor
971 Views
Message 13 of 113

Re: Broadband usage exceeding monthly limit

OKsnab - do you think its just a coincidence that our extra records were exactly 90gb? Seems strange to say the least and perhaps another indication of a fault somewhere in BTs system thats allocating data use to accounts at random?

0 Ratings
Reply
Distinguished Sage
Distinguished Sage
968 Views
Message 14 of 113

Re: Broadband usage exceeding monthly limit


@oksnab wrote:

Billing are refushing to accept any liability saying it was my poor password that probably caused the hack. The Hub was still set with the orginal factory set password - as it came with spare printed password labels & no instructions to change passwords I did not know that you could or should  change it , I have now .

 



For information, while not impossible that your homehub was hacked into, I think the chances of it happening are really not worth considering. The password encryption used on the homehubs is certainly strong enough and with out specialist knowledge and equipment it is not easy to breach. The hacker would need to be pretty close to your homehub in order to use the wireless signal and obviously the amount of data you are talking about, would need to be there for some time.

 

I would also question why a person would need to hack now adays when there are so many free wifi hotspots that you can virtually surf all day for free.

 

I would refuse to pay for the usage and tell BT that you are in dispute with them over it and that you believe their equipment has not recorded accurately, citing the number of other users with this problem, and that you want them to prove that their equipment is recording accurately, has been calibrated correctly and you would like to see certification to that effect.  

 

 

 

oksnab
Aspiring Contributor
965 Views
Message 15 of 113

Re: Broadband usage exceeding monthly limit

I have found 3 others on this forum with similar excess upload issues all on the same dates so no I dont believe its a co incidence - but getting BT to admit they had a monitoring glitch willl be a diferent matter.

lets keep intouch on this post and see how things develope

good luck !

0 Ratings
Reply
Highlighted
oksnab
Aspiring Contributor
963 Views
Message 16 of 113

Re: Broadband usage exceeding monthly limit

thanks for this

I have a recorded complaint that they have not responded to yet -their 48 hrs is up tonight.

I will then follow it up chapter and verse + as you suggest .

appreciate you comments

cheers

0 Ratings
Reply
oloibiri
Beginner
943 Views
Message 17 of 113

Re: Broadband usage exceeding monthly limit

My elderly parents have a similar problem of phantom usage which I've detailed on another thread. The upshot was that BT are sending round a new hub on friday. Meanwhile I've advised them to unplug the old hub and when the new hub is set up I'll monitor it for them. the irony is they use t so little that a dial up connection would be fine for them and they are getting excess broadband charges!

0 Ratings
Reply
oksnab
Aspiring Contributor
930 Views
Message 18 of 113

Re: Broadband usage exceeding monthly limit

yes i saw you post - glad you seem to have sorted it.

Did they cancel your excess usage charge?

Strange though I am not techy but I wouldnt have thought the hub was the cause of the excess usage - how did they explain the fault.

hope it all sorted for your parents.

cheers

0 Ratings
Reply
vofsanity2
Recognised Expert
926 Views
Message 19 of 113

Re: Broadband usage exceeding monthly limit


@markgraham wrote:

Thanks again for all the replies - I've run the IP test as suggested and the result is download speed of 7.15mbps.

 

Its reassuring to see that I'm not the only one who has had a similar problem recently. In my last discussion with BT about it they said to wait for the next bill (which will be February) by which time the technical team 'will have completed their investigation' to see if I've been charged or not, and to contact them when I get the bill if I wish to dispute any part of it. Rest assured I'll do that and unless any of you have any objections I'll direcdt them to this thread as supporting evidence.

 

So far as the 'investigation' by the tech team goes, I'm not convinced there will be/is one - I got the impression on the occasions I'd spoken to them that they had done some diagnostics at their end, found no fault and therefore concluded that I had downloaded this data or had my account hacked. As others have now had a similar problem it suggests there may be a intermittent fault with their monitoring software? I'm sure I saw something on the site about additional data limit warning e mails being sent out multiple times dure to a fault but I cant find it now - perhaps this is linked.

 

I'll keep monitoring the thread and update progress on here as and when it happens.

 

Thanks for the replies and good luck to others in the same boat.


Mark,

 

The value for the IP Profile you give does not seem right.  Did you click the "Further Diagnostics" button.

 

Please post the Download speed, IP Profile and Upload speed and upload IP Profile.

 

You need to start monitoring your Home Hub Data values.

To do this you need to Login to your HH.

Type 192.168.1.254 in your browser.

You may be asked to change your password. Make sure you make a note of any new password.

Click Advanced Settings

Click Continue to Advanced Settings

Click Broadband

Click Internet.

 

You should get something like

Internet Connection Configuration
Connection Information
Connection time:5 days, 06:27:32
Data Transmitted/Received:4.1 GB / 2.2 GB
Broadband username:bthomehub@btbroadband.com
Password:Not configured

 

Take a copy of the screen. I suggest Ctrl P then save as an XPS file.
You need to do this on at least a daily basis. If you have any problems I will post more detailed instructions.

 

Let us know how you get on.

 

 

0 Ratings
Reply
markgraham
Aspiring Contributor
889 Views
Message 20 of 113

Re: Broadband usage exceeding monthly limit

Thanks again Vofsanity - I've followed your link and gone through the steps but it now shows no data downloaded or uploaded. I'll try again tomorrow and see if its changed.

I've had another helpful message about data size. Shows my lack of technical savvie but I hadn't realised that the download speed was given in megabits per second, I thought it was in megabytes. If I'd followed through on some of the other calculations on here I might have realised that. But on that basis the download speeds I've had as a result of running the tests vary between 6.96mbps and 7.04mbps I now understand that the maximum I could download in 24 hours would be quite a bit less than the 90gb BT think I've used so I'm going to get back on to them to try and get an early resolution of this.

 

I mentioned in my earlier post about a message about multiple data use email alerrts being sent out. I've found it again under my bt in the contact us re broadband technical issues. They say they are aware of the problem and trying to sort it out. But if there systems are generating these alerts it must be because the systems think we've used the data?

 

I'll let you know how it goes.

 

Thanks again.

0 Ratings
Reply