BROADBAND USAGE DATA WRONG.

IN FEBUARY THE CABLE BRINGING THE PHONE LINE TO MY HOUSE, WAS BROKEN DOWN THE LANE FROM WHERE I LIVE. I HAD NO PHONE OR BROADBAND FOR 5 DAYS, DURING THESE 5 DAYS THE USAGE DATA. SHOT UP, AND AS GONE HAYWIRE EVER SINCE. CAN ANYONE EXPLAIN HOW THE USAGE WENT UP WITH PHONE CABLE HANGING FROM THE TELEGRAPH POLE.
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Sorry if I am about to bore you with this. I'm sat here at 11.19am after being promised that I would be contacted between 10-11am. BY BT. This not the first promise BT has broken, They rang and said my problem would be sorted out at the end of February. THE PROBLEM IS. At the begging of February the cable bringing the phone line to my house was broken down the road from us, it was broken for 5 or 6 days so we had no phone or broadband at all. When it was repaired the usage data had gone up whilst there was no line at all to our house. Also the usage data went haywire. In the last 5YEARS my average usage per month according to BTs OWN FIGURES was between 7.5GB and 9GB. They say according to their usage data I used 38GB in February, even though I had no phone line to the house. On the 5th of MARCH I received a email saying I had already used over 7GB in MARCH, But SURPRISE SURPRISE. From MARCH 7th to today 12 DAYS usage MARCH 7th to March 17th I have ony used 3.32gb.
I have spent more than 30 HOURS yes 30 HOURS on the phone to BT. I have changed hubs. run security test. Had my computer taken control of twice. change key numbers. been monitored for usage 3 TIMES. Had the phone put down on me. the phone numbers I have been given to call are 08003457410 08001114567 850015765469 08000480505 0800800150 01412204303 08003891118 0207356500 one of the calls I was charged £8 for just over 7mins. they say I will be refunded . Another one of the numbers the man who answerd said they not even BT.I could go on but I think by now you will be fed up because I know that I am. Im 67 years old and have been with BT for over 40YEARS and think that their response to my problem is a TOTAL DISGRACE. IT IS NOW 12.03PM AND THE CALL ME BY 10-11AM AS STILL NOT HAPPENED.

Similar Messages

BROADBAND USAGE DATA WRONG / HORRIBLE CUSTOMER SER...

I’ve been with BT for 3 months & so far they charged me for the free service I was supposed to get, They have cut me off (phone and BB)instead of moving me and now charged me £55 for extra BB download usage I did use (I know that as all my computers were off for days yet my BB usage would still jump 9gb a day)!!!!
At the end of Jan 11 my BB usage suddenly jumped and broke my 10gb limit (this has NEVER happened before with any previous supplier)! Through Feb I was watching it rise daily. I contacted BT must have been a dozen times to say “this can’t be” and all I got were very patronising “off shore” staff who tried to lecture me about IT (even after I explained I had been in IT for 10 years and was a free lance Solutions Architect) . By the middle of the month (then used about 16gb) I turned off all the kit in my house expect the BT router and still watched it jump 9gb in a day.
Initially BT told me it couldn’t be their router at fault as that was “secure” I explained that there was no MAC filtering and was therefore “insecure” by design (something I reported when it arrived). They then made a few suggestions as to what to do (I had done these the day it arrived) but also switching off BTFON etc. In the end I replaced the BT device with a netgear one (same settings, SSID and code) and the problem stopped immediately. All this was reported to BT during Feb yet they charged me, when I called them the other day the very rude “off-shore” guy told me that the charges stayed as I “HAD“ used it. He then refused to pass me to a manager! I rang cancellations in annoyance and asked for my MAC code. The young girl told me I’d have to pay the early cancellation fee despite me explaining the story and said if I had a problem with my bill I should call billing (which I’d just done but he refused to deal with the issue). She couldn’t deal with it as it wasn’t her department!
I have asked BT on many occasions where this data is being downloaded from (might give a clue as to who in the area could be hijacking my router) they refused and said that wasn’t possible. If its not possible then I didn’t download it in my opinion, BT made it up!
Throughout all of it BT kept telling me I needed to upgrade my package – this is just a lie, BT need to supply kit that is safe and secure or fix your monitoring! This is the worst customer service I have ever, ever had! The only ones that seemed at all bothered are the UK based staff and they seem to have their hands tied! I will never use BT again you are a bunch of crooks who seem to care nothing for your customers without whom you would all be looking for work!
A formal complaint has been raised and I’m off to ofcom
Regards
Shaun Wills

Dear ShaunWills
I hope you don't mind me perhaps rekindling this episode, but it appears that I am suddenly a victim of similar circumstance. I have now been with BT for 5 months, I signed up to bt total bb option 1 with 10gb inclusive allowance. they had a cheap intro tariff for 3 months. solely looking at data usage, the bills have followed to remain within the data limit. in the last month we for no apparent reason broke the threshold of 10 gb. I closely monitor the use of data, SurplusMeter on the mac, Download meter on the Iphone! my kids are limited to the usage in time and type, Kept away from ott streaming,gaming etc. Most alarming is that using BT Usage Meter it suggests that since the 16th of May to present i have apparently used in excess of 20gb thats at least 10gb over monthly usage but in 9 to 10 days. This can't be real?!? I have spoken with BT many times today and they insist on similar tactics: UPGRADE, you must have used it: We cannot get access to the info that supports the usage via the router:
I have used the BT HHub, I have another router but not with me. Interestingly I only recently enabled BTFON, despite quite a few links to urge me to enable as i signed up initially. You seem well briefed on this, is it possible that the router might be clocking data from Fon users or the like and i am being charged. Like others our location is a quiet village, i changed passwords etc at the router and admin, I am unlikely to be hijacked but possible i suppose. I told bt that i used all these means to follow our families consumer habits and they attempted to convince me that it would be the kids. I then went to do a Usage forecast with a usage meter site, i tried 2 or three, I over egged for the family usage, couldn't even get that above 10GB a Month. then went completely over the top and adjusted the sliders to equate to 20gb. it came out with a mammoth amount of data transfer, far beyond our use, ie loads of streaming, downloading music and movies, voip chatting etc.. all this points to something being out of wack. I don't really want to unnecessarily upgrade because of potentially faulty equip. thought that you or the rest of the forum might be able to react to my similar disappointment.
I would be pleased for some advice if you can.
thanks
datahikedrobbery

Broadband usage alerts being sent to wrong e-mail ...

When I log into MyBT and go to Broadband usage it says the alerts for usage close to or over the limit are being sent to an e-mail address I never set up. On one occasion this has resulted in me being charged £5 for exceeding the limit, which I think unfair as I wasn't receiving the alerts. Over the past 5 months I have had several unsuccessful attempts at getting BT Technical Support to change the e-mail address, wasting hours of each other's time.
This evening, I got through to the Orders Management Team and was told the e-mail address the alerts are being sent to is my primary e-mail address (which it isn't) and that they can't change it. However, they did give me a temporary password to access the said e-mail account. I've logged in and as well as the missing alerts, there's lots of unwanted messages in the Spam folder - amazing since I've never used this e-mail address!
A direct quote from the BT website is: We will send emails to your active BT primary email address (e.g. btinternet.com) that was set up when you ordered broadband or an alternative email address that you have given us for the purpose of contacting you.
So, my question to BT is if their Technical Support and OMT can't change the e-mail address these alerts are sent to, who can?
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Hi Steve_C,
If you fill out the contact us link in the about me section of my profile, we can take a look at this for you.
Cheers,
Chris
BT Mod Team
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Broadband usage IMPOSSIBLE!

Hi all, i'm a new customer to BT having signed up to an Infinity 1 & TV package from 17.06.14.
I am after a bit of feedback to an issue which has become apparaent from the outset of my service connection, and which i'm getting exceedingly concerned about spiralling costs being applied to my account and getting absolutely NO help whatsoever from BT to track down the cause.
Within 7 days of connection, I had my first email warning that braodband useage had already reached 28GB and was at risk of exceeding my 40GB / month usage cap.
For the record, I had transferred my service from Virgin Media after 5yrs and 3 months of 10GB / Mnth cap where we had never once exceeded this limit.
Nothing in our household has changed since BT was introduced into the equation, other than new BT equipment has been installed in place of the old router and a new Youview box installed in position for our last Youview box.
We have not changed our internet usage or TV viewing habits, or done anything out of the ordinary that we know of that could cause this issue, and yet according to BT our household has apparently started using the broadband service not just four fold comapred to previous, but 14-fold based on the information from their usage monitor that apparently we got through 65.5GB in 14 days to the end of June!
I contacted BT about the issue of the first warning (24.06.14) and questioned the accuracy of the usage information, and all I was repeatedly told was that if the usage monitor says its been used, its been used, and it's never wrong.
B
T said they would keep an eye on the usage from 24.06.14 - 30.06.14 and report back to me with their findings.
Not surprisingly, nothing happened, and no call back as promised.
Now we have turned a new month I checked the usage monitor on 07.07.14 to find that it was already showing 39GB used in 7 days!
Again, I have called to register my concern with their information being spurious and again got quoted 'its never wrong'.
Has anyone had a similar experience and if so how did it get resolved?
One other item of information that may help : from my last conversation with tech support last night, they interrogated my hub to find out what was currently connected to the hub, only for them to list out at least half a dozen devices which weren't in the house or even near it at the time, but were still showing as connected via wi-fi to the hub .......can this be the connected to the issue?
Any advice or information, techy or not would be gladly welcomed.

Hi,
I am new to BT as well (from 08/05/2014) and am experiencing the same problem on an Inifinity 1 package with 40GB monthly allowance. Apparently between 1st and 8th July 2014 (according to the BT Broadband Usage Monitor webpage) I have managed to use 39.87GB of my 40GB allowance.
Note: in my last seven years of broadband usage (with O2) I have never used more than between e.g. 10 to 14GB per month. I do not have any gaming devices, no sky TV etc and have not (since June) streamed any movies, watched iPlayer or TV on demand, downloaded music on iTunes etc. Nothing has changed in my usage which would account for this.
Since Sunday 6th July, I have spent nearly 3 hours on the phone with 'technical' support to try and resolve the problem. They have confirmed that I do not have a crossed line (via swtiching the hub off). After many hours of wrangling between 'techincal' and 'accounts', 'technical' have now opened a case and are due to report back on the 14th July. They are also sending me a new home hub. I suspect they will not find a problem and the new hub will make no difference.
The most interesting thing is this: on Monday night (7th July) I disabled the 2.4GHz, 5GHz and WPS wireless on the home hub. Also note that I have no LAN/USB cables connected to the home hub. No wireless + no cables = no usage (?). I checked the usage monitor webpage at 9.30am on 8th July, for the 23.59 usage figure for the 7th July: this was 32.6GB. I did not use the home hub on the 8th July, but left it switched on (with no wireless and no cables). I then checked the usage monitor again this morning (9th July), for the 23.59 usage figure for the 8th July: this was 39.87GB....
...somehow without any access to the home hub I managed to use c. 7GB of data in a day. I queried this figure with BT this morning. They told me that the 39.87GB figure on the webpage was incorrect and that the correct figure was 32GB. I have just checked the usage monitor webpage and it is still showing 39.87GB (?!). [Note this figure is all download with no upload whatsoever.]
It is possible to log in to the home hub via FON ("BTWiFi-with-FON" + your email/password). I have been told (by everyone at BT I have spoken to) that using FON does not count towards the personal monthly usage (40GB). Perhaps (as a test which will still allow internet access) you can disable your homehub wireless (advanced settings) and use your home hub via FON and check your usage for the day. With everything disabled and access via FON, your usage should be zero.
Interestingly, I have been told by 3 people in 'techincal' and 4 in 'accounts' that I should look to upgrade my package to 'unlimited usage'. I have refused to do this because I do not need it and do not wish to spend any more on broadband. I also note that BT have withdrawn the '40GB' usage allowance from every package now on their product listing; it's either '20GB' or 'unlimited'.
Happy to discuss further as it would appear we have exactly the same issue....

Broadband usage monitor - do you believe what it's...

Back in June I submitted a post because my broadband usage had shot up (http://community.bt.com/t5/Bills-Packages/BT-Broadband-why-has-my-usage-rocketed/m-p/894000#M25664). Although some of the increased usage could be explained by the use of Skype (now uninstalled and no longer a factor), the high usage continued beyond the removal of Skype.
There was no obvious explanation for this, but changing the hub security key to more secure one seemed to stop the problem for a while.
Then last week I got the usual BT email warning me I was likely to go over the limit again! After a long conversation with one of the BT tech support people I reluctantly changed the key back to the default one, but got another email warning this morning to say I'm likely to break my limit.
If I was a heavy user I'd accept this, but I'm not. The other thing that puzzles me is that the bulk of usage is upload. I might occasionally upload a few photos to Ebay, and maybe a few to Photobucket occasionally, but they are few and far between. This morning the monitor shows Download of 1.25 and upload of 7.59 - just crazy, there is absolutely no way in which I am uploading that volume of data intentionally.
BT say 'Well or monitor is very accurate', but if that's the case why can't they tell me what I'm being billed for uploading? If it was a gas or electricity bill we'd certainly want a decent explanation if the usage had doubled.
It's tempting to upgrade - but why should I pay BT more when my monthly usage prior to this problem was between 4 and 5gb a month?
Does anyone else have this problem?

Thanks for your reply. No, not using Cloud yet (though I have registered for it). Also, and I may be wrong here, but I thought that usage of Cloud did not count towards your BB usage.
BT even suggested that perhaps someone might have entered the house and reset the hub key to its default setting without our knowledge. Pretty unlikely, besides which I think our inability to log on following such a change might make us suspect something. It's also virtually impossible that a neighbour may be using our hub, as quite apart from the security issue the nearest house is about 40 yards away.
Most of our online usage is email and general browsing from a single laptop, with antivirus and antispyware software updated at least daily. The laptop gets put into hibernation when not in active use.
As a retired IT bloke who has spent more years than I care to think of building and using networked devices it's the fact that neither I nor BT can account for this that bugs me. What bugs me even more is the fact that seemingly I have to just accept BT's word regarding the alleged usage; there is no redress.

Broadband Usage and speed problems.

Hi.
I have question about broadband usage.
Its 11 days and bt website says I used more then 20GB!
Its nearly 1.8 GB per day! I used Internet for browsing website and receive one email pre day, I download twice large amount (about 1-1,5GB) and nothing more!
I just wonder what going on? I try monitor my usage day by day from 5 days ago and its worst and worst!!!
I nothing download but my usage going very fast.
Its looks like I will be download about 3 movies per day that means I will have now more then 30 movies! Its must be something wrong!
I used before VM and my average Internet usage was about 15-20GB per Month with solid 10MB speed.
Now my speed is **bleep** from 8mb to 1mb and sometimes less then 512kb!!! And usage is higher !!!
How can I see details about my usage?
And q2
About speed - in my area BT Infinity will be available from 31.12.2010
Its mean still BT have same works, it might be cause my slow broadband?
And from 25.11 till now is same problem with broadband, in three days I must reset BT Hub because there is no Internet. On BT Hub anything looks fine, Is IP address etc... But is no Internet telephone and no Internet as well.
I check by used ping bbc.co.uk

Andy_N wrote:
Hi.
I hope you don't mind me asking a few questions, this may help to determine why your usage is as high as you're seeing.
Do you have more than one computer connected ? Do you use iPlayer, or watch lots of youtube stuff ? Do you have any games machines such as XBox connected to the Internet ?
Are you uploading lots of things ? uploads count as well as downloads.
Are you up to date with all security and anti-virus packages, and have you run any scans recently ? (sometimes viruses and trojans can cause a usage problem).
Your inherent speed problem could be due to various reasons, for example worsening line conditions due to weather and general wear and tear. Strangely viruses can cause a noticeable slow down, but mainly due to the computer being infected rather than the line being slow.
Can you posssibly post the hub stats ?
If you're using a PC, download something like Networx usage monitor and see if that can help. Of course it needs to be on each PC, but can't see the usage of games machines or Internet TV (or iPhone use etc).
I used only 2 machines. Desktop PC and laptop. Laptop very light, just 1-2 hours per day only websurfing (3-5 websites with no movie or high quality images, 90% is just plain text)
I not download lots of stuff, Like I just say, in VM my average monthly usage was 15-20 GB and I download few movie and lots of music.
In December I just download one movie other traffic is just webserfing email.
Youtube - yes I watch, but its not new staff for me, like just say my usage is not deferent then was in VM!
Now usage monitor on BT web site say I used more then 20GB! in 11 days!!! if one movie will be 0.7GB its means I download about 30 movies!
Its massive! I never download 30 movies in 2-3 months )
This start about 5 days ago, when my strip goes to orange. My average Internet usage is 1.8GB !!! Even I for 2 days used Internet very little.
I nothing upload.
It is not possible, to anny worm or viruses used so big bandusuage if any software used Internet connection in background (like systems) its just kilobits not gigabits!
If I will be use very hardly Internet I will be no rise alarm. But I now what I used. I have Internet for more then 7 years and now how far I go.
And now is very strange - I less used inherent I have more GB used!
In my calculation if my average usage per day will be 1.8GB I will used 55GB!!! I never used more 20 - max 30GB! It must be something wrong on BT site.
I get BT Broadband option 2 be cause, I now I used about 15-20GB per months and BT Broadband option 1 is not for me, but 20GB in 11 days!
We not talk abut 100MB! or 500MB per day we talk about nearly 2GB per day! Its massive!
Is any chance to get detail Internet usage?
Q2
I loose Internet connection 3 times per week, so I need push reset button on hub.
I left once Hub with no reset but in 5 hours it will still no Internet.
Its looking very strange, because anything looks OK except I loos Internet phone (no blue telephone light)
In hub stats is IP, is Downstream etc... but when I ping bbc.co.uk it say: host unavailable or similar.
After reset working well. My be my Hub is faulty?
Many Thanks for reply!
Hub Stats
Line state
Connected
Connection time
1 day, 3:31:03
Downstream
10,124 Kbps
Upstream
1,022 Kbps
ADSL settings
VPI/VCI
0/38
Type
PPPoA
Modulation
ITU-T G.992.5
Latency type
Interleaved
Noise margin (Down/Up)
8.8 dB / 4.9 dB
Line attenuation (Down/Up)
31.0 dB / 15.5 dB
Output power (Down/Up)
20.9 dBm / 12.4 dBm
Loss of Framing (Local)
0
Loss of Signal (Local)
0
Loss of Power (Local)
0
FEC Errors (Down/Up)
139453 / 426
CRC Errors (Down/Up)
24 / 2147480000
HEC Errors (Down/Up)
nil / 61462
Error Seconds (Local)
16

Broadband usage extraordinarily high

My broadband usage seems to have gone through the roof over the past few months without any great change in what we do with the internet. Granted we have a lot of tech connected to the WiFi but I can't see that what we do should be sucking up so much data. We were on the standard BT Broadband with a 40GB allowance which seemed to be quite adequate, in that I never got an email from BT about charges. Recently we chanegd to BT Infinity with the same 40GB allowance and suddenly usage has gone mad, over 80GB for each of the last 2 months.
We have:
2 laptops: One of these is used pretty much constantly by our daughter for Youtube, Facebook and email after school, so maybe 4 hours usage in the evening. Once or twice a week we'd watch BBC iPlayer or 4OD for up to an hour in bed. The other laptop is only used intermittently and then usually to play Minecraft and a bit of Youtube.
1 desktop: I play World Of Tanks on this for maybe 10 hours max in a week. Usually it's a struggle to get near it when there are 3 boys who constantly want to play Minecraft on it and then watch Youtube videos on it (about **bleep** Minecraft). The desktop would be on from 4:30pm - 10:30pm during the week and about the same length of time daily at the weekends (I do kick them out to the street occasionally!)
2 XBoxes: I is mine and is used very seldom and rarely online. The other is used by the kids but the only online stuff is Fifa 11 by one of the boys. Even at his worst this would be maybe 20 hours a week online.
2 iPhones: We download email and occasionally surf the odd page. I tend to download apps and updates at work and my fiancee rarely downloads new apps.
BT Vision box (which doesn't count towards the usage).
Currently the usage meter stands at 77GB and we're only 3 weeks into September so we seem to be on course for 100GB or more this month. The kids are back at school so computers don't get switched on till at least 4:30 and they're all off by 10:30 at the very latest. Also there's a hiatus for homework and dinner so they aren't on constantly. We don't use Skype or uTorrent so I'm baffled as to how we're using what must be 3GB per day!
I've seen stats that said 1 hour of XBox gaming is about 20MB and I'm assuming similar stats for PC multiplayer gaming. Even if I double the estimates of our XBox and PC gaming that's still only 1.2GB in a week!
Constant watching on Youtube is supposed to be around 100MB an hour if you allow for searching time. Even if our daughter was doing nothing else but Youtube every evening that's still only about 0.5GB a day. The boys occasionally interrupt their Minecraft playing to watch a Youtube video (about Minecraft!) but you'd struggle to see Youtube using up 1GB a day.
I guess that leaves our BBC iPlayer and 4OD watching. Possibly this is the culprit at 500MB per hour but we don't watch it every night and usually it's only 1 show which tends to be 30 minutes long. Even 1 hour a night would only add 0.5 GB to our daily total.
We do watch iPlayer via BT Vision but again that's not every night and BT Vision isn't meant to count towards your usage rate.
So adding up an overestimated account of our daily usage:
Youtube: 0.75 GB
iPlayer: 0.5 GB
Gaming: 0.2 GB
That's roughly 1.5GB a day or 45GB a month. Throw in a few Windows and virus updates, a World of Tanks update and some Minecraft texture packs or whatever and you could push that to 50GB a month, but not 80GB and certainly not 100GB.
One evening last week Networx showed that the desktop had downloaded 1.2GB but it had only been on for a hour and our daughter swore blind she'd only watched some Youtube videos.
I use BT's Netprotect Plus and downloaded Trend Micro's Housecall to search for viruses but they didn't find anything. I'm wondering if there's something on one of my PCs that they didn't detect? Is there a difficult to detect rootkit on them or some kind of bot infestation? Are my estimates wrong? Do I need to ban Youtube in my house?
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HI Do not forget uploads are also included in your usage allowance also facebook any social media gaming on face book can use up to 200+ mb per hour also possibly a little extra usage during the schol holidays soon mounts up
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Broadband Usage Monitor watchers beware

Hi New user here
Broadband Usage Monitor watchers beware
I recently upgraded to 40GB monthly usage allowance starting December, my first quartly bill is due to arrive and BT have informed me that I went over my January allowance by 5gb so have added £5 to my bill, In December I used only about 30gb and this month have used just 13gb of my allowance will BT be as quick to pay me for non usage (I think not), I would also like to point out that the broad band usage monitor is not accurate and should be taken with a pinch of salt as on the evening of the 31st January 11pm it showed me to have at least 6gb of memory left and on a reading taken on the evening of the 1st Feb I still showed 6gb left for Jan and yet somehow I managed to use an invisible 10gb somewhere.
I’m posting this to point out that there is no flexibility in BT’s usage policy and that they are quick to add to your account at any opportunity, and that watching the usage monitor will only work 4 or more days before the end of a Month and even then it will probably not be accurate, I would like to read other users views on this topic.
Yours
Johnbot1

johnbot1 wrote:
Hi New user here
Broadband Usage Monitor watchers beware
I recently upgraded to 40GB monthly usage allowance starting December, my first quartly bill is due to arrive and BT have informed me that I went over my January allowance by 5gb so have added £5 to my bill, In December I used only about 30gb and this month have used just 13gb of my allowance will BT be as quick to pay me for non usage (I think not), I would also like to point out that the broad band usage monitor is not accurate and should be taken with a pinch of salt as on the evening of the 31st January 11pm it showed me to have at least 6gb of memory left and on a reading taken on the evening of the 1st Feb I still showed 6gb left for Jan and yet somehow I managed to use an invisible 10gb somewhere.
I’m posting this to point out that there is no flexibility in BT’s usage policy and that they are quick to add to your account at any opportunity, and that watching the usage monitor will only work 4 or more days before the end of a Month and even then it will probably not be accurate, I would like to read other users views on this topic.
Yours
Johnbot1
Hi. Welcome to the forums.
The online usage monitor is not real time, and is up to a day in arrears. Sometimes it takes longer to show the figures. You need to look at the date/time associated with the on screen display. In your example, on 31st January you will be seeing usage up to the end of 30th January from 1st January,
When checking on 1st Feb, it would show the data up to an including 31st January, but there is a slight display bug as you've noticed.
If you have upgraded to 40GB, perhaps due to your usage being higher than the 10GB allowance, then going over that allowance will incur a cost if you had previously gone over the 10GB figure on a previous package.
You need to keep daily usage figures, and compare with perhaps local software for PC (but not available for smartphones, or other devices such as games machines).
There are cases where the monitor is wrong, but as yet the reason for that is unknown.
If I may be frank, ca you say what problem you think there is ? What sort of usage do you believe you are using, and can you give an indication of your typical usage (e.g. tv streaming, facebook applications, p2p, skype vidoe chat)
http://www.andyweb.co.uk/shortcuts
http://www.andyweb.co.uk/pictures

Very high broadband usage

The first month we got BT broadband was option 1 the 10GB package, I left my house for 2 weeks and the monitor was at around 6/7GB and with no one in the house and no one with access to it i came back to find it was now at 12GB, thought this was a bit odd...
Last month we upgraded to option 2 the 40GB package. Ended up watching lots of videos and things and by the end of the month it was at 45GB.
This month, it's 7 days in and the usage monitor is showing 12.87GB used, I haven't been doing anything other than browsing, no games, no videos, no downloads, nothing...
This surely cannot be correct and I'm still concerned about the first month when it hadn't been used by any one and it was still racking up the data.
One phone call said there was nothing BT could do to check, I think it's a bit odd that I have to pay for usage I haven't even used and for this month that it's so high already and I haven't even done anything!
Forgot to say I had a 20GB package a few years back and I practically used to live on my laptop, used to play xbox live for hours each day, watch a lot of videos, and download a hell of a lot of music and videos and I didn't exceed my limit once in 18 months..
Seems a bit odd to me...

If this is the first month you have gone over, the £5 for an extra unit of 5GB might be waived.
For more information visit www.bt.com/broadbandusagepolicy
The broadband usage monitor is accurate and is updated at 23:59 every night.
Uploads are also counted towards your 10GB allowance.
1) Make sure that you don't have any malware or virus on the computer.
2) Make sure your private Wifi network is encrypted otherwise other people might be suing it.
3) Make sure that there isn't a device in that is using the home that you didn't know was using the internet - Smart phones/portible devices can automatically connet to your wifi (if known) and can update software in the background without you knowing. Some devices will allow phone calls and texts to be recieved over wifi.
4) there are free usage meters that can be downloaded to see when and what is using the 10GB usage on your computer.
cheers
jac_95 | BT.com Help Site | BT Service Status
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Broadband usage monitor

I have also experienced the excessive BT broadband usage. I opted for option 1 because I have no interest in downloading Video's/music, apart from reading both BBC and Sky news the only other use is my wife using the online facebook game.
I received an email from BT last month saying i had reached 7GB of my 10 GB usage and just cant figure out why
I have downloaded a usage monitor which greatly differs from BT's own monitor,
What I would like to ask is, does the monitor I downloaded only monitor what is open on my desktop, 2 whould there be a differnce between High Speed Broadband and those who's broadband is connected via telephone line.
if this is the case as i suspect, then someone downloading a file on high speed whould use less bandwidth than someone downloading on slow speed. look at it as sending a fax, it may cost 10p to send a fax on a cheap machine but to send the same sheet on a quality machine may cost 6p, I dont no?

Deke wrote:
I have also experienced the excessive BT broadband usage. I opted for option 1 because I have no interest in downloading Video's/music, apart from reading both BBC and Sky news the only other use is my wife using the online facebook game.
I received an email from BT last month saying i had reached 7GB of my 10 GB usage and just cant figure out why
I have downloaded a usage monitor which greatly differs from BT's own monitor,
What I would like to ask is, does the monitor I downloaded only monitor what is open on my desktop, 2 whould there be a differnce between High Speed Broadband and those who's broadband is connected via telephone line.
if this is the case as i suspect, then someone downloading a file on high speed whould use less bandwidth than someone downloading on slow speed. look at it as sending a fax, it may cost 10p to send a fax on a cheap machine but to send the same sheet on a quality machine may cost 6p, I dont no?
Hi. Welcome to the forums.
You say you received an email last month for reaching 7GB - that was for April.
May I ask what usage monitor you are using, and how does it compare with your current May usage online meter from BT ?
The downloaded monitor will only record what that particular computer is using (won't include other computers, games consoles, mobiles and TVs etc). And then there are various settings in different programs to cater for usage within a home network etc.
What Facebook game is being used may I ask? Some of these applications can use many 100s of MB per day, so this alone could account for a lot of the usage.
There should be no difference between any "high speed" user and standard ADSL in terms of usage. In your example of downloading a file. The high speed (e.g. fibre) user will use exactly the same data content as a person on a slower connection. The speed is irrelevant with regard to how much is being used.
You can't compare with a fax machine, because typically these used normal phone lines which are charged on a timed usage - so the longer the call, the dearer the cost. In your example it could actually be dearer to use a quality fax machine, because it may take longer to send a higher quality copy.
http://www.andyweb.co.uk/shortcuts
http://www.andyweb.co.uk/pictures

Broadband Usage - "unusual" spikes in our usage

In May we received a "warning" email from BT about our usage - and being fairly new to BT broadband I started to investigate the usage meter. As far as I can tell the ONLY way for me to see daily usage is for ME to log on daily and manually record the previous days total.
I called BT and they told me that due to data protection law they are unable to provide me with any detail about our usage, apart from the running total.
Not happy about this I made a complaint, and got put through to a chap who was able to tell me that in the previous week we had 1 days usage of 12GB and another of 5GB. Our totals for the previous 2 monthly were 19GB and 21GB respectively.
Our total for May was about 41GB (i.e. about 1 GB over our contract)
We do not watch TV on line
We do not stream music
We do not "game" on line
We do email, internet searches and download podcasts (and have done this for years).
So the question is why are BT unable to provide ANY detaild data about broadband usage. They are able to record daily usage but why can't I see it?
Has anyone any ideas or suggestions about how to deal with this thorny issue with BT. You wouldn't go to a petrol station and pay for a full tank without knowing how much fuel you'd out it!!
Thanks.

The data protection reference is cobblers. If there was anything in it how would Plusnet (owned by BT!) be able to provide all the detail you need in their usage monitor? Your question should not be why are BT unable to provide more detail, but why are they failing to.
If this is the first time you've exceeded your limit you won't be charged. Quite a few people have questioned alleged increeases in their usage lately and there have been reports of successful challenges to BT. Best thing is to keep an eye on it and report back here if further problems seem to be in the offing.
You can click the white star next to this message if you think it was helpful.

BT Broadband Usage Monitor

I'm trying to keep a daily check on my Broadband usage; reason I overshot my limit last month.
But looking at the BT BBand Monitor it seems that it is not updated consistently.
At times the amount used increases but the dates of usage do not change.
Has anybody else had a problem?
How can BT use this to penalise excess usage if the system is not exact?

Johnoo wrote:
OK, thanks, got in using "Admin", & have now changed Password !
Now please what am I looking for & where to give my Broadband usage?
Just looked at the BBand usage in my Account & the date has now updated
I have not used this router but I would expect to find the data usage as follows:
Follow the instructions given in the link I posted earlier as far as step 4 but click on Status instead of System at this point.
This should give a menu item of Broadband Connection (or similar) that should lead to "(a)dsl connection".
Amongst other things this should give Data Transferred (sent/received).
Note these figures and also the Uptime.
The Data Transferred figures will be rest to zero if the Uptime shows that your adsl connection has been reset.
If you do this on at least a daily basis you can check your daily usage by subtracting yesterday's reading from the current reading. If you are getting strange readings you can check usage in real time by refreshing the window.

Broadband usage suddenly rocketed - can anyone hel...

Hi All
We are on Infinity1 so have 40GB/month broadband usage. We typically use 15GB per month. The main use is internet surfing, EMail etc. We have 2 iPhones and 1 iPad.
Just after Christmas, we got a second iPad and a smart TV. We watched a single HD film on the TV through Amazon Prime (Red2 - think it's a couple of hours long). I was off work for a week and did a lot of surfing, but we haven't downloaded any other TV and have spent less than 1 hour streaming YouTube.
We have now exceeded our 40GB limit and are incurring penalty charges.
I'm pretty annoyed as the second warning EMail ("you have reached 38GB") was received last night, and looking at the usage monitor online, we had already clocked up 41.69GB and that was a 24hours out of date anyway.
I don't see why we've used so much bandwidth. We streamed a single HD movie (say this was 5GB) and maybe we are surfing for 30 mins per iPad in the morning, and 2 hours per iPad in the evening, with the phones downloading EMails etc through the day when we're home. I did also have some windows updates download and install yesterday, but the damage had already been done so it won't be due to that.
Our contract is up for renewal in April so I don't want to switch to unlimited broadband right now as it will lock us in for another 12 months. Where is our high usage coming from? It doesn't make sense that we're on track to use 3x what we normally use and the only difference is a single streamed movie and one more iPad which is used for a small amount of surfing.
Can anyone help please? Normal settings apply to the router and I'm happy the security is ok (ie the neighbours haven't hacked into our wifi!)
Many thanks.

You can upgrade to unlimited at any time, you do not have to wait untill the end of your contract.. If you have gone over your allowance, and upgrade before the end of the month, any excess usage charges are waived.
http://bt.custhelp.com/app/answers/detail/a_id/36401/~/how-can-i-upgrade-my-bt-broadband%3F
If you were on a discounted package, you may find that the amount of discount will be subtracted from the upgraded package.
You can also try Customer Options on 0800 800 030
They are very helpful when it comes to upgrades, and will usually give you the best deal.
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

Broadband usage high and jumping in usage

Hi
I've been with BT for 6 years at my current address and I had this exact problem back in 2014. It is now happening again. - It turned out my on Demand service was being counted to my broadband usage!!
I took up Netflix (as the On Demand servcies being withdrawn) on the 5th of May, I received the You View box on the 8th May and set it up over that weekend. Sine then my usage has jumped, but I had not realised this until I received an email to say I'd used 6GB of my 10GB allowance.
I checked the usage monitor on 22nd May and my usage was 6.77GB. I telephoned on the 24th May as my usage was showing 7.11GB. I have changed my wireless password and have done everything BT has asked. This morning 6.30am I checked my usage and it showed 9.5GB used! As I've had to come to work I have not been able to telephone you. I've just logged into my account (10.50am) and my uasage is now 10.36GB!!
My average usage is about 3.25GB p/mnth. Nothing has changed except for the new You view box and this weekends usage is impossible! We were away from the house during the day coming home in the evening, only watching some Netflix. It is just myself and my partner. My PC has been turned off since Thursday and my Chrome book was turned on, on Sunday Morning to change my wireless password, then off again. Our mobiles connect to the BT wifi hot spot and not our hub.
I am hoping your going to tell me that something similar is happening and you (BT) are going to fix this and reverse all charges as I have received an email to say I am now going to be charged for this excessive use. Please help as this is very worrying!

I have started with the BT you view box a few months ago and have taken on Netflix with BT when I took on the contract. Since then my broadband usage has rocketed and is going way over my 20gb usage allowance. However I am not using my laptop or other devices much and in fact less than I have done for some time. The only reason for this must be that the netfix usage is being added to my general broadband usage. In some cases this was adding on 2 and 3 gb per day when no other devices were being used at all . BT had promised to call me and had even sent me a text telling me when the call was coming ....but it didnt happen. I have now done an experiment for the first week in June were I have not used the you view for netflixs or on demand at all but continued to use my laptop for emailing etc as per normal. this has shown my usage as only 0.23gb. Clearly there is something wrong and the you view box usage is 'leaking' and being counted in my general broadband usage. I am very unhappy about this as I was sold the benefits of using the you view box on demand services and netflix on the basis that its usage did not count towards my bills. I have never had netflix before so there isnt any confusion about it previously being used by me. Niether have I used it on any other device ....its all been through my BT box .....and I dont want to be charged for it. If any of the ondemand and netflix is being put onto my broadband I was obviously miss sold the device in the first place. Whenever I call the customer service helpline I get different answers and am told that someone will call me back ...they never do ...check your CS phone tapes of my calls and you will see.
looking at the community forum I can see that I am far from unique with this problem .
Can someone call or communicate with me to solve this asap it is of great concern to me.

Broadband Usage Problem - Need Proper Help From BT

Hello,
A day ago I received a message from BT saying that I was approaching the usage limit for my BT broadband. I am on Option 2 and normally use around 20GB in a month. I checked my usage on My BT and found it was 38.64GB on 14/2. I checked again this morning and found it was now 42.73GB for the 15/2.
I've tried calling BT, but have only got through to the BT help in India. The first person I spoke to said it was because I was being charged for my BTVision usage and wouldn't accept that it was independent of my broadband. I tried again, and the second person said the same, but upon my insistence checked with a colleague - and came back apologising, saying that the BTVision usage was separate and so I would not be charged at the end of the month.
I am scared to use my BT broadband and BTVision for fearing of incurring more charges. I have not done anything that warrants high usage: I don't watch films or play games on-line. I read news, check e-mails, do banking, view video clips - the usual everyday stuff.
Please can somebody from BT help me? I am tired of trying to explain the situation and getting the same scripted answers. The stock response from the BT staff seems to be for me to upgrade to an unlimited package, but I want to know why this is happening (is it a mistake on BT's part? I did not use 4GB yesterday), how I can go back to my normal broadband usage, and whether I will be charged for this excessive usage. In short: something is wrong, I have little control over the situation despite trying repeatedly to talk to someone from BT, and I would like some help.
Thank you
Paul
Solved!
Go to Solution.

PaulP1966 wrote:
I've received a very helpful message from a Forum Moderator explaining my problem. The usage monitor also included my BT Vision usage, so I have not exceeded the limit with my broadband. Hopefully this problem will be sorted out in the next few weeks.
It seems a great shame BT's staff in India aren't aware of this problem - it would save a lot of time, telephone calls and worry.
This is extremely interesting. I've been having this problem since last summer and still am. I have a similar type of usage to you with browsing, emails etc. My work IT department are gobsmacked how my usage can be so high.
I've been through exactly the same where I've stopped using my BB service for fear of being charged and i have always suspected BT Vision usage was being included. During a 1 hour phone call with India and several times since I have been told it is "IMPOSSIBLE" for BT Vision usage to be included. This admission appears to prove otherwise !!

BROADBAND USAGE DATA WRONG.

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