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!
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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

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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.
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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 - 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.

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
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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 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.

BT Broadband Usage Incorrect?

I'm having problems with BT charging me for broadband usage over my 10GB monthly limit which I haven't used. (BT charged me £12 extra for January claiming I went over my limit by 12 GB)
I have cancelled my BT Vision subscription and no longer use the BT Vision - On Demand service., although BT support say BT Vision doesn't count towards your usage, I don't trust them.
The Homehub manager states I have used nearly 7 GB in the last 7 days. I am monitoring my usage from my PC and laptop with Tautology Bandwidth meter but this only shows 3.5GB for this month so far 1st to 18th Feb.
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This seems to be the only service where the supplier controls the information and you have to take their word for it. What a public uproar there if your gas or electric supplier could hide your usage and then just send you a bill.
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Why not BT? I guess they are always behind the curve!

I spoke to BT support and he said WEP should be secure enough, I live in the countryside so it is unlikely my neighbours have hacked in. Also I cannot see any other devices from the hub.
I am monitoring the usage reading from the homehub closely and it is matching the 3rd party meters I have the last two days since I stopped BT Vision.
If this continues I will looking elsewhere for my internet service.
Message from BT
15 February 2010 00:15
Your usage allowance is near its limit -
what you need to know
Dear Customer,
We thought you'd like to know that, so far in February, you've used more than 7GB of your 10GB monthly usage allowance for your BT Total Broadband Option 1 service.
In accordance with our Fair Usage Policy, if you exceed your usage allowance two months in a row, you'll be charged £1 for every extra GB you use from the second month onwards. But don't worry, if you do exceed your allowance, we'll tell you at the end of the month and let you know the amount of any over usage charges, which will be added to your next bill.
If you wish to avoid usage charges completely, you can always upgrade to one of our broadband products with unlimited usage*. To find out about your options and to upgrade, please go to http://www.bt.com/broadband/upgrade
If you have any questions about this email, please see our Fair Usage Policy. Or call 0800 707 6044, 8am-5pm, Monday-Friday.
Thank you for choosing BT.
Best wishes,
BT Total Broadband team
* Fair Usage Policy applies.
Please note that this is an automatically generated email for your information only. Unfortunately we cannot respond to 'replies' to this address.
Privacy policy
Contact us
Why this email was sent
This email was sent by BT to your email address because its content concerns one of your BT Services.
British Telecommunications plc. Registered office: 81 Newgate Street
London EC1A 7AJ
Registered in England No. 1800000.

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(source)
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Email from BT giving incorrect Broadband usage

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