Excess broadband usage - HOW?

We have received notification that we will be charged an additional £5 for using over our limit, we didn't however receive an email as it states on our account that we were getting near our limit.
I called the Indian call centre who couldn't see that we'd used over our limit, but suggested I look online as their system was down!
We haven't changed anything & are always well within the limit

this link may also help explain your usage http://forumhelp.dyndns.info/information/bbusage.html
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Similar Messages

  • Excess Broadband Usage - complaints experience

    I have been a BT customer for some while, registered for paperless bills, set up on BT.com with an email address of my choice prim login and primary communication and making payments by Direct Debit. BT cold called me (I am guessing around 12 to 18 months ago) same renew my package.
    in December I noticed a £100 excess broadband usage added to my bill. This prompted me to look back over previous months and, sure enough, around £50 per month had been added historically. There is a limit to how far back I can look online and I called BT to complain. I could write a book on the issues and barriers around BT's complaints process but that would distract from my primary concern.
    Firstly, I was sold a package I was told was limitless. This was renewed in the cold call mentioned above. It transpires I was placed on a 10gB limit. Conveniently BT have deleted recordings.
    That would be manageable as BT has a fail safe (plastered across its web pages) in that they email you when approaching or exceeding limits. Wrong! They didn't send one email to the email address with which I was registered tor my account to warn me. 5 seconds after the 2nd stage of the complaints process is complete (not to my satisfaction) BT sent me may first warning. 
    The 3rd stage complaint handler acknowledged how a customer could be confused by the above and offered to meet me half way on the overcharge excess costs over that period.
    At no point has BT provided the summary history I had clearly requested on several occasions. This must be in the region of £790 as I was offered £395; insulting at best!
    How many other customers are blissfully unaware they are exceeding their limits? What controls do BT have in place to identify and alert these customers, or is this a systematic control failure or known source of easy income?
    i have been very clear in all calls of my position. I feel ripped off and subjected to poor complaints handling. BT has now acknowledged how I could be misinformed and in this position, yet still think it reasonable not to return a full refund. In a highly regulated industry I hope the regulator, ADR, press, web positings and consumer TV programme routes open to me will highlight and resolve my problem, and potentially who knows how many other customers'.

    Suckered wrote:
    That would be manageable as BT has a fail safe (plastered across its web pages) in that they email you when approaching or exceeding limits. Wrong! They didn't send one email to the email address with which I was registered tor my account to warn me. 5 seconds after the 2nd stage of the complaints process is complete (not to my satisfaction) BT sent me my first warning. 
    First email alert received to my registered email account 5th Jan 2013.
    If you work for BT but aren't from the customer care team (to which the previous poster kindly suggested I write) please don't get involved unless you can resolve my complaint. This was posted for help and to hopefully alert BT and its customers of a potential problem, not to be "topped".
    Have you ever logged into MyBT and checked your usage? If you have you would see when and where to they send the emails, regardless of the registered email address.
    Working for BT is not the issue here. Clearly you did not take personal responsibility and refuse to, that is not my fault. If BT are offering you some money back I would take it, otherwise it could cost you more money in the long run.
    Taking the attitude of your posts, it sounds like you had a broadband package from BT and now you have found out that you having been paying over the odds for and now you think you are entitled for your money back, well there is a saying "buyer beware".

  • Broadband usage-how and when are you informed?

    Hi all,
    I was hoping someone could help me. I have recently been made aware that I have been going over the monthly usage allowance for my Broadband option by the fact that I have had a charge added to my account. After speaking to a BT operator today I am not really any further forward. I had asked if I should have been informed of this sooner and they said that they had sent an email to my 'primary' email address which was the BT.com one-which I don't use and don't even know how to access. I have all my bills etc sent to my usual address so I think it is disgusting that anything is sent anywhere else other than my designated email address. As far as I was concerned everything which was sent from BT went to my designated address and I wasn't informed any different at any point. Also, he told me I had been going over my allowance since January and that the way the billing works means I have only just been charged for February on this month's bill (April). I don't see how this could be right as I would have thought the charge should have been added the month after exceeding so I would have paid for February in March? This now means that because I didn't know about it, I will be paying for the amount I exceeded in March in May which I think is ridiculous.
    I have been with BT for 5 years and have never come across this problem before but I do know that I feel uninformed. The person I spoke to today was rude and aggressive and I was disgusted by the way he spoke to me as I work in positions concerning customer service and his manner was appalling.
    So basically I am hoping someone could tell me exactly how and when you should be informed of exceeding your allowance? Also, if an email is sent to the BT.com address-why is this as all my bills etc are sent to another email address?
    Thanks in advance for any replies,
    Emma

    A few people have found this out, re the primary email only issue.
    If you can get into your email account, you should be able to forward all email to an alternative email address to avoid this situation again.
    If you have an BT online account you can check your usage via their usage meter (although there have been issues with it around the Jan - Mar period). This will help you keep an eye on home much you are using.
    With the charge, the first month you go over they don't charge you. But if you go over a second time they will start to charge, hence the offset charging.
    if you require a response from BT you could try the MODS on here by completing http://bt.custhelp.com/app/contact_email/c/4951 (allow 72 hrs for a response)
    Check your exchange or major service outagesIf someone has given a helpful answer, please click on their Ratings star on the left-hand side. ***

  • Excessive Broadband Usage

    My latest bill contains a charge of £50 for exceeding my 40GB allowance.  My average monthly usage is 25GB.  I checked the monitor for September and I have used slightly under 22 GB to date.  I am certain that my August usage was similar but BT say I used 179GB.  This is insane.  I live alone. I do watch some catch-up TV but no more last month than this month and I have a brother who occasionally stops by and maybe spends a few hours a week online gambling.  I didn't get a chace to check my bill until the day the money was taken out of my bank account, as they have changed the payment date from 14 days after the date of the bill to 6 days after, which is another issue.  I also received no emails until after the payment went through.

    Have you spoken to Billing live chat above?
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  • BT Broadband Usage Monitor- bizarre findings

    I check my usage on a regular basis as I have a limitation. I find it bizarre that the usage goes up and down- how can this be?
    e.g 7 oct showed 9.18GB used
          11 oct showed 7.71GB used.
    I have tried ringing to find out- no one seems to care- they just tell me what I have used today, try to sell me an unlimited package and put me through to faults departement of which I spend 20 minutes hanging on and no one ever answers!!!!

    Further to my post of 17th October. I finally managed to speak to someone from the complaints department about my apparently excessive broadband usage. He was insistent that the broadband monitor was accurate and that my usage must have jumped from the daily average of about 0.75GB (for many years) to a staggering 16GB for a single 24 hour period. When I asked him about the apparent reverse in total usage by 6GB on 8th October (my total-to-date on 8th October was 16.55GB and on 9th was 10.54GB) he said he couldn't see that in the figures. In fact, he sent the month-to-date figures (to 24th October) to me and the figures up until that date are different from the usage figures I logged from the BT website. After the huge jump on 16th October they almost (probably rounding errors) perfectly align with the figures I noted from the BT website. It rather looks like there has been some retrospective massaging of the figures, at least at the beginning of the month, and a fault in the recording later in the month. If there is a surcharge when my bill is due in December I shall be speaking about this again and will be considering moving to an alternative and cheaper ISP. 

  • 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...
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  • How much broadband usage does downloading the illustrator CC trial use up?

    would any one know how much broadband usage does downloading the free trial version of illustrator CC use up.

    alrographics,
    Presumably non critical, being more a question of download time depending on what you have available.
    But you can ask in this specialized forum:
    http://forums.adobe.com/community/download_install_setup

  • How do I monitor broadband usage on ipod touch

    How do I monitor broadband usage on ipod touch

    It looks like the Data Control app by Nutec Network Tools, LLC will do  that. The description says it will do it on the iPod Touch.

  • How can I reduce excessive data usage?

    My wife and I recently moved to the country and have no internet available by a physical cable or wire from an ISP.    Our internet service is provided through a Verizon Jetpack that we lease from Verizon.    We have an iPhone 4s, iPhone 5s, an iPad 1, and an iPad 2 (both iPads are WiFi only) 
    Our problem is excessive data usage.  Prior to our move, our iPhones each used approx .2GB per month.   16 days into our current billing month, the iPhones have each used approx 1.2GB, but our Jetpack (which creates our home WiFi for our iPads) has already used 10GB.  We do not stream anything on our iPads.  We use them in the evening for surfing the internet, checking Facebook, and playing Words With Friends.  That's about it. The Verizon online data calculator indicates we shoud be using about 4GB per month based on our iPad usage.   Yet my data usage log says that one night this week between 7:30 PM and 11:30 PM, our Jetpack used a full 1GB.  Is it possible that our Jetpack is simply "burning up" GBs while we sleep?  

    On my iPhone 4 running iOS 6,  Settings > General > Usage quotes the installed size of the apps not the data usage. I've just installed the Onavo Count which claims to record data usage of each app so one can see which the greedy ones are.

  • How may I monitor my broadband usage?

    Is there Apple approved software that will allow me to monitor my broadband usage?

    miguelx wrote:
    Is there Apple approved software that will allow me to monitor my broadband usage?
    There is no Apple approved software, but that does not mean Apple do not have anything against doing this either. I have found two easy-to-use applications to do this but both require that you have a broadband router that supports SNMP. Unfortunately many IPS' provide routers with this feature disabled.
    See https://itunes.apple.com/gb/app/netuse-traffic-monitor/id440301281?mt=12
    and http://peakhourapp.com
    Both will not only monitor real time usage, but both can also measure usage against monthly data allowances.

  • 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.
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  • 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/364​01/~/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 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 !!

  • YouView Broadband usage

    Hi,
    After spending an hour on the phone going round in circles I thought I would try here, any help would be greatly appreciated.
    My Mother has BT Broadband option 1 so has a 10 GB limit, which is enough for all she does.
    She got BT vision installed around the 20th Feb - with the TV Unlimited option.
    She then started using NowTV around the 26th of March.
    Her Broadband usage has suddenly increased
    Feb     - Not over 10 GB limit
    March - 20 GB
    April    - 41 GB
    May     - 40 GB
    Broadband monitor page currently states:
    You have used 42.48 GB this month and your average monthly usage is 7.09 GB.
     You have also used 0.12 GB of YouView but because you have a BT Vision subscription pack this isn't counted against your broadband usage allowance.
    The first time she got an email warning her she was above her usage I didnt worry as I seen the following link which stated there was a problem with the usage monitor and excess usage would not be charged:
    http://bt.custhelp.com/app/answers/detail/a_id/44084/c/348,1155,6239
    She recently got an email stating they will be charging her an extra £35 for exceding her usage in April, and I imagine there will be another £35 for Mays usage.
    She watches a lof of movies on it, especially NowTV but yet it states she has only used 0.12 GB of YouView!!!!
    Looks a lot like YouView usage is being incorrectly counted and being charged for.
    Any advice would be appreciated,
    Geoff

    & lest there is any doubt this is how the Bt website defines it
    YouView On-demand explainedAs well as Freeview and Catch-up TV, YouView gives you access to great on demand content including BBC iPlayer. Best of all, you no longer need to huddle over your laptop! You can enjoy watching your favourite shows on your TV.
    As well as the standard players which come on your YouView box, you'll get access to BT Vision with thousands of hours of on demand content including Films, TV, Kids, Music and more. In fact, BT Vision has the largest video on demand library on YouView.
    The best part is that providers will continue to add Players to YouView, meaning the content you have access to will continue to grow and change.
    Subscription to Now TV costs extra.
    close

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