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Aspiring Contributor
Adge
Posts: 6
Registered: ‎08-02-2012
0
Accepted Solution

Sudden increase in Broadband Usage at end of the month.

Hi

 

I'm hoping someone can comment on my problem. I was comfortably within my 10 GB monthly BB allowance according to the usage meter (I checked every few days) and then suddenly within a couple of days before the end of the month my usage  increased so that I was 8GB over my allowance despite my actual usage not increasing. I wasn't downloading masses of video or music rather just browsing and downloading (as I had been) the odd file. I have queried this with BT but despite responding with a standard letter the only other communication I have received is a letter advising that I would be charged £10-00 for the privilege of exceeding my allowance (correct by the rules!). As I maintain that my internet activity did not increase where did this extra usage come from? I have performed antivirus,malware and registry checks without finding any infection at all. A few months ago a similar event happened when I found myself 1.8 GB over my monthly allowance. Am I missing something obvious?     

 

Any help would be very greatfully received.

 

Sincerely

 

Adge 

Moderator
DavidM
Posts: 3,885
Registered: ‎27-01-2010
0

Re: Sudden increase in Broadband Usage at end of the month.

Hi Adge,

Thanks for posting. I can look into this for you if you wish. Drop me an email with the details and we'll take it from there. You'll find the "contact us" form in the about me section of my profile.

Cheers

David
BTCare Community Mod

If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.

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Newbie
yellowcave
Posts: 3
Registered: ‎19-06-2012

Re: Sudden increase in Broadband Usage at end of the month.

[ Edited ]

I have spotted this several times although not neccessarily at the end of the month, So much so that I have now taken to logging a spreadsheet with actual usage versus BT monitor usage.

 

I have never had a satisfactory reply to any of my queries or requests for data limit refunds, went up a couple of gig one day when everything was off, including the usage monitor!, but I have noticed the issue early enough to strictly limit my usage to keep the end of month figures down.

 

It has actually got better in the last couple of months but as far as I can tell the BT monitored usage includes all housekeeping between BT and the BT HUB. Not sure what is going on but recent examples are: Actual Data 270Mb Monitored usage 800Mb; 420Mb vs 1.65G.

 

The annoying thing is I paid the year line rental in advance - non refundable and then the problems started occuring so even if I walk I don't get the rental back. 

 

So basically don't pay the £10 and ask for documented proof that you actually used that amount of data before you even consider paying 

Aspiring Contributor
Adge
Posts: 6
Registered: ‎08-02-2012
0

Re: Sudden increase in Broadband Usage at end of the month.

Hi Yellowcave

 

Thats a very interesting answer and I have also seen another lady with virtually the same problem. It is always reassuring to know you are not alone so many thanks. I've done better than argue the £10-00 although I tried that without success or any offer of help. I am in the process of changing my ISP again. I have to say that BT was far more responsive than Talktalk who I was with previously but they have the same problem, there are too few knowledgable technicians and that I suspect is why you don't get answers. 

 

Many thanks

 

Adge 

Sage
john46
Posts: 41,565
Registered: ‎21-06-2010
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Re: Sudden increase in Broadband Usage at end of the month.

hi i suggest if you have not already done so and that is contact the forum moderators as David M has offered there help in getting this resolved for you this is a link to them
http://bt.custhelp.com/app/contact_email/c/4951
they normally reply by email or phone directly to you within 3 working days

They are a UK based BT specialist team who have a good record at getting problems solved
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’
Guru
Andy_N
Posts: 3,474
Registered: ‎31-01-2010
0

Re: Sudden increase in Broadband Usage at end of the month.


yellowcave wrote:

I have spotted this several times although not neccessarily at the end of the month, So much so that I have now taken to logging a spreadsheet with actual usage versus BT monitor usage.

 

I have never had a satisfactory reply to any of my queries or requests for data limit refunds, went up a couple of gig one day when everything was off, including the usage monitor!, but I have noticed the issue early enough to strictly limit my usage to keep the end of month figures down.

 

It has actually got better in the last couple of months but as far as I can tell the BT monitored usage includes all housekeeping between BT and the BT HUB. Not sure what is going on but recent examples are: Actual Data 270Mb Monitored usage 800Mb; 420Mb vs 1.65G.

 

The annoying thing is I paid the year line rental in advance - non refundable and then the problems started occuring so even if I walk I don't get the rental back. 

 

So basically don't pay the £10 and ask for documented proof that you actually used that amount of data before you even consider paying 


Hi. Welcome to the forums.

 

May I ask how you are measuring the usage yourself ? Is it via the hub stats ? They are prone to being inaccurate, and can reset - even if the "online" time doesn't.

 

Also - the online usage monitor is a day in arrears and not real time. To prove that the monitor is faulty, leaving off the equipment one day will not actually show it, it depends exactly when it is off. There is my "3 day check" to prove it.

Turn off everything before midnight on day one (inclkuding router) . On day two, after 9am or so - use a different connection, e.g. friend, login to the online usage monitor and look at the figures. Makes sure it says 23:59 of day one date - take a screen print. On day 3 after midnight, you can turn on the equipment and again after 9am look at the online usage monitor, make sure it says 23:59 on day 2 and again see the fiigure and take a screen print.

If there is anything other than a zero increase, there is something wrong. I know a case where the monitor showed almost a 1GB increase, and has not been resolved.

 

I believe that the momitor is not actually faulty and recording the usage correctly, however I believe the fault lies elsewhere - possibly more than one person's ID being attached to a monitor database and hence the figures added. I don't know if this has been checked or not. I've mentioned it before, but have had no acknowledgement ...

Newbie
yellowcave
Posts: 3
Registered: ‎19-06-2012
0

Re: Sudden increase in Broadband Usage at end of the month.

[ Edited ]

I've been analysing comms and network traces since the 80s, so have a fair intuition for when links are being used normally or not.

 

The only device I have on my network is a wired PC, so basically measuring the data traffic to the PC, which is MY actual broadband data usage, and taking that away from the BT monitor figures gives rise to the amount of traffic used by BT to handle the housekeeping of the link and their BT hub.

I must admit I am taking a back seat on this and just going from the Networx figures for data usage on the PC. It autostarts so doesn't miss much at the beginning or the end and the figures reflect whatever tasks I perform.

 

I am quite confident that the figures generated by the BT Usage monitor are excessive, sometimes to the extreme.

 

I must agree on trying to use the hub figures - complete waste of time, in fact the software is not one of the best I have seen! 

 

Andy, your last paragraph contradicts itself. The monitor is either correct or it isnt. Adding someone elses data in from a database for example before displaying the usage monitor data means that it isn't and therefore the figures are by definition inaccurate. 

 

Guru
Andy_N
Posts: 3,474
Registered: ‎31-01-2010
0

Re: Sudden increase in Broadband Usage at end of the month.


yellowcave wrote:

I've been analysing comms and network traces since the 80s, so have a fair intuition for when links are being used normally or not.

 

The only device I have on my network is a wired PC, so basically measuring the data traffic to the PC, which is MY actual broadband data usage, and taking that away from the BT monitor figures gives rise to the amount of traffic used by BT to handle the housekeeping of the link and their BT hub.

I must admit I am taking a back seat on this and just going from the Networx figures for data usage on the PC. It autostarts so doesn't miss much at the beginning or the end and the figures reflect whatever tasks I perform.

 

I am quite confident that the figures generated by the BT Usage monitor are excessive, sometimes to the extreme.

 

I must agree on trying to use the hub figures - complete waste of time, in fact the software is not one of the best I have seen! 

 

Andy, your last paragraph contradicts itself. The monitor is either correct or it isnt. Adding someone elses data in from a database for example before displaying the usage monitor data means that it isn't and therefore the figures are by definition inaccurate. 

 


My last paragraph does appear to be self contradictory, but what I'm referring to is any checking on an individual basis (ignoring any actual figures on the monitor). The case I know about has had the connection checked and all seems to be fine, but it is the end figure that's wrong. It is that bit that hasn't yet been determined to ascertain the fault - hence my comment on another user data being added. The system needs to be checked "backwards" to see if more than one ID is actually associated with a usage monitor, rather than "from" an individual connection.

 

My own personal figures, and others who have checked are accurate based on our own detailed checking. So it's not necessairly many that have the problem. Those on unlimited packages may well never check. The main problem seems to have been new users, who's initial figures seem to be way too high - as though the usage meter has not been reset, or has been "used" by someone else previously.

I can't recall seeing any details as to how the figure is actually calculated, by what equipment and exactly where in the user's connection.