Broadband usage - no emails?

Hello all! 1st post here after much trawling and reading of threads so hopefully I've done the right thing by searching the forum first for an answer prior to posting...if my searching was substandard then I apologise in advance...
I've searched the forum a lot over the past few days/weeks and I see that I am one of many that has experienced unrealistically high usage according to BT'S usage monitor. Notwithstanding the fact that I think it is inaccurate based on my experience with my previous ISP when I had to try really hard to get up to 10GB usage (to get my money's worth ) and I'm now using up way more than this monthly, I have the following questions which I would be grateful for any enlightenment:
My broadband usage monitor has disappeared and I can't find any thread on here or any explanation on the BT site explaining why this has happened (the other thing I see in MyBT is that it's unavailable and that they hope to restore it soon). I know it was acknowledged to be wrong due to inclusion of YouView figures but is this the reason for the disappearance? Any thoughts on this?
After a livechat conversation this morning I called Consumer Billing - Broadband on 0800 800 150 to try to get some usage figures. Apparently I am at 18.23GB so far this month, following 24.53GB last month. The PC is virus/trojan free so I just don't fathom it...HOWEVER my issue is that I've never received an email from BT flagging up the heavy usage. I've checked my BT Internet (Yahoo) email address as well as my email address as supplied to BT but nothing - again, is there any logical reason for this?
We have TV (YouView) from BT and often use the catch up TV service through the set top box but I'm assured by BT that this doesn't count towards usage. This is how I was sold the service and what I read on the BT site - I am correct here aren't I? (by the way with my previous ISP I often accessed iplayer, sky catch up and never got close to the usage figures given by BT). Does anyone know whether the above figures would include YouView usage? I suspect the answer is no (but can only explain it if the answer is yes) but the person in the overseas call centre just pointed me in the direction of the thinkbroadband usage monitor...
Like others, I am a bit lost as to why the usage is so high but feel I have little option other than to upgrade to an unlimited package at higher cost. Not ideal and I do feel a little unhappy given I (and others) don't believe or understand the usage numbers.
Thanks,
Jason

If you do decide to upgrade follow these links.
http://www.productsandservices.bt.com/consumerProducts/displayTopic.do?topicId=25633&s_cid=con_ppc_m...
They might tell you this deal is for new customers only and that an existing customer has to upgrade via this link
http://www.productsandservices.bt.com/consumerProducts/displayTopic.do?topicId=27281
which costs more but I'm sure if you haggle with them and point out that you are a loyal customer and will stay loyal at least for the length of the contract they will do a deal.
You can also contact the options team on this number 0800 800 030 they are UK based which might be a better way so that you can haggle with them to get the best deal.

Similar Messages

Broadband usage contact email

From the Broadband usage page on My BT I see I've used up over 75% of my 40Gb download allowance and that BT have sent me an email to inform me of that. However the contact email is an old email no longer in use, I can't find anywhere to change it to my current email.
The main email attched to the account is vaild and BT contact me on that regularly for billing etc. I can access that one by 'Edit Account' on My BT.
Anyone know how to change the email BT send the usage notification to?
Thanks.

Hi tullyhubbert,
I can sort that for you if you use the 'contact the mods' link in my forum profile to send in your BT account details including the email address where you want the notifications to be sent. You can find the link by clicking on my username.
Cheers
Neil
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.
We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Email from BT giving incorrect Broadband usage

I keep getting emails telling me I am close to, or exceeding, my 10GB broadband limit which starts thus:-
Dear Customer,
We thought you'd like to know that, so far in August, you've used more than 7GB of your 10GB monthly usage allowance for your BT Total Broadband Option 1 service.
My August usage at this point is 2.45GB.
Despite repeated calls to the BT help desk, who assure me that I would never receive another such mail, they keep coming. Does anyone know whats happening here?
Solved!
Go to Solution.

Wellington wrote:
I used the broadband usage link in MYBT. Which setting on the homehub gives this info? And where is the old method?
All other emails from BT has my name in the salutation this has just Dear Customer!
The "Old" Broadband monitor should be obtained from this link
http://www.bt.com/appsyouraccount/usage/viewYourBroadbandUsage.do?acKey=705437
Note you will need to login to your MyBT account if you have not already done so.
The "New" monitor can be obtained by clicking on the Usage Monitor link in the email you got from BT. It is worthwhile to do this as it has the telephone number embedded in it for the broadband service the email is about. This would check that the email is for the service you think it is for.
The usage recorded by your Home Hub can be obtained by going to the Hubs homepage, clicking on settings, logging in, clicking on Advanced Settings, Continue to advanced settings , Broadband, and then looking at the Internet page.
Despite what others have posted this is the best and most reliable way for a most users to check BT's figures but note the caveats in the thread below particularly if your Hub disconnects on a daily basis.
See this thread for further information.
http://community.bt.com/t5/Other-BB-Queries/BT-s-Incorrect-Usage-Monitor/m-p/496547#M21432

Broadband Usage and Alert Emails

I am losing the will to live, just noticed that my Direct Debit for BT has come out of my bank account and is twice the normal amount. Logged in to view bill on line and although have a 40gb monthly broadband usage have been charged for going over by 41gb! average monthly usage is 18gb! Haven't done anything different, don't understand why this is so high. Apparently email alerts have been sent to my bt email address hat I have never used and an old work email address for a job that I left over a year ago. Can't find anywhere that shows how and when my 71gb of usage has been derived at or anywhere to change my email alert address. What is even more interesting is that my bt account alert email address is current but no emails have ever been sent regarding broadband! Not happy.

Welcome to this forum.
This is a customer to customer forum only,
This is where customers help each other get the most out of BT products & services.
Anything you post here does not go to BT. Although the forum is moderated by BT, not all posts are read.
If you need direct help from BT or have an urgent problem please use this linkContact Us.
This is a public forum which can be viewed worldwide, so please do not post any personal information, especially phone numbers, account numbers, fault numbers, address information or email addresses, as this could be used to impersonate you.
This link on my personal website may help.
Why is my broadband usage so high?
If you login to MyBT, you should be able to change the e-mail address on your profile.
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.

Monthly broadband usage -- BT knows, how do I find...

ok, so I've been forced back to BT's website again. It took 30 seconds for my blood to boil -- why is it such a poor site? The core issue I have is that I always want to communicate with BT via email, NOT via phone. That way I'm on equal terms and I can ponder the response. But finding somewhere to email is extremely difficult -- I always have to complain, when I just want to ask a question.
Anyway...
I want to know what my broadband usage is. I used to be able to log on and see. But some muppet has decided that I can no longer do this:
"Why can't I check my broadband usage any more?
We don't want our customers wasting time monitoring usage when there's no need to. Having unlimited broadband means you don't need to worry about your internet usage: you won't pay any usage charges no matter how much you use."
Well I DO want to know what my usage is. I am seriously thinking of moving away from BT. If I know what I am using I know what sort of package I can purchase from a competitor. I also don't want to 'renew' a contract so I'm stuck with BT for another 12 months. As long as BT are in the background they are ok. I've had no problem with the service, but they seem to be getting dearer and dearer. (Line rental saver went up by 13.5% -- Inflation was less that 2% so why the huge hike?)
Their scheming, conniving business team who are looking at ways to stop me moving away while still screwing me are finally forcing me to do something.
So can someone please tell me where I can now find my monthly usage? The above response from BT is NOT GOOD ENOUGH.
Now to find a cold shower and calm myself down again...
grrrrr
Solved!
Go to Solution.

here is the link https://community.bt.com/t5/Bills-Packages/Unable-to-see-broadband-usage-if-on-unlimited/td-p/136871...
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’

Broadband usage not showing on my account for the ...

For the last 2-3 months my Broadband usage has not been showing on my account website. I am on unlimited broadband but would still like to know what I have used. This has happened, for short periods, several times before but usually rectifies itself within a few days.
Solved!
Go to Solution.

Hi pixmate
Please use the 'contact the mods' link in my forum profile under the 'about me' section to send in your details. You can find the link by clicking on my username.
Thanks
Neil
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.
We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

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

I have just had infinity installed for BT TV. My broadband usage averages 28gb a month but in 2 days since installation my usage has rocketed to 18gb. We have not watched any films or used our pcs any differently. I got through to India and was told it was uploads and i would be put through to billing. By the time i had waited on the phone it had gone flat so I am none the wiser. It must be a mistake, can someone help?

Hi Cheryl111,
Welcome to the forum, I can check your usage here if you use the 'contact the mods' link in my forum profile under the 'about me' section to send in your details. You can find the link by clicking on my username.
Thanks
Neil
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.
We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Broadband usage surge

My average monthly broadband usage is 6MB. In the the last 24 hours I have apparently used 2MB. No iplayer, no films, no skype, no downloading - just an hour or two on on the web checking emails etc. How can I get an explanation? Many thanks for any advice.

There have been many threads about sudden increased usage for no apparent reason - BT tell you to change the wireless password as standard.
I myself had this problem recently https://community.bt.com/t5/Bills-Packages/High-Broadband-usage/td-p/1284701
You will need to keep a daily record of usage per the monitor and what the hub shows as well.
Ring 0800 111 4567 to say you dispute the usage and hopefully they will say that they will monitor it for a few days - whether they actually do is another matter.
If your upload has jumped then this is indicative of a virus/malware running which would have to be removed from your system.

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.

Broadband usage limits

Hi guys,
I am not a happy bunny - previously had unlimited BB with AOL but BT sales advisor assured me that 10gb limit per month was a huge amount and more than enough for our family - he asked about downloading moviees (just occasionally) online wii games (rare) surfing (quite a lot) etc and said we would be fine.
One week into our BT contract we have used 2.5gb according to the monitor - I have no idea how since we haven't downloaded any movies or used online games. I found a website that asked me to put in my average surfing, downloading etc and it estimated we would use max 7gb per month.
Is it possible to get a breakdown of our BT usage? I can get itemised bills for mobiles and landlines so surely I should be able to get an idea of downloads/uploads etc?
thanks for any help.

Hi,
We have skype but rarely use it and haven't in the past month. My daughter does access facebook on her blackberry quite a lot but she gets that free in her blackberry deal. You tube - yes I watch the occasional news item that links through to Youtube.
I gather you can get a broadband usage summary from sky if you request it in writing. Are you saying that it's impossible to get any type of breakdown from BT? How can that be? Could you sell any other product and just expect the consumer to believe your estimate of how much they used? There has to be some way customers can query info they think incorrect?
In any event, after reading other replies it seems that what has actually happened is that we have been grossly misled by the BT sales guy we spoke to. (He also told us we could carry forward our old email address - which turned out not to be true either).
We got a promotional price for 6 months and when I called BT, the girl suggested we upgrade to 40gb and it would cost only about £5 per month more BUT she then said since we'd got a promotional deal on the 10gb we would lose that discount so our bb will increase from £13 to £22/23 per month.
I seem to recall that the terms included a 30-day period in which we could cancel so unfortunately that looks like the best course of action. I don't want to have to worry all the time if we use iplayer or download a movie that we're going to exceed our limit - we are a family of 5 and all use internet, emails etc.
*When I told the BT girl I spoke with about this that I wanted to make a complaint because we'd been misled, she said there is no complaints dept as such and best she could offer would be to put me through to her manager. That didn't sound good either - there must be a customer service dept that deals with issues like this.
Finally, if someone could tell me how to access the home hub settings to check on usage that would be great.
I downloaded a program some time back called Netlimiter that was supposed to give you a running check on bb usage but it was a free version that doesn't seem to work on my machine.
thanks again everyone for the help.

Improvements to the Broadband Usage Monitor

Hi All
We've made some improvements to our broadband usage monitor. There's lots of new features: An improved user interface, a personalised message area telling you about any usage actions on your account, and richer usage information.
There's a link on the tool for you to share your feedback. Any thoughts you have on the changes we've made will help us with future developments. We can't reply to emails sent to this inbox so please don't send any usage queries as they won't be picked up! You can access the usage monitor directly at the new friendly url below:”
www.bt.com/broadbandusagemonitor
Check out the screenshots below to see the new look!

It's still there and working, but the usual gateway to it is kaput for the moment.
To see, log in to MyBT. On the My Bills and Payments tab, select 'View Your Recent Usage'. This takes you to your phone bill. (Bear with me!). Select the Broadband tab, and then select the Broadband Usgae button. That should work.

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 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 - no emails?

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