Infinity, well that was a mistake !

Question

Went for Infinity as I wanted the best internet experience I could get, so went for option 1.
Anyway, my usage ramps up by 10GB a day, regarless of whether we use it or not, even when nobody is in and no devices are attached.
Due to my high usage (assumed it must be correct) I was told to go to option 2 which I did, this was last Thursday, usage is still ramping up independant of actual usage, but still my speeds range from 0.1 mb/sec to 10 mb/sec in the middle of the night, the upload has never been over about 1.5 despite me supposedly now having an upto 10 mb/sec upload speed, ok 1.5 is upto 10 but I was expecting to notice a difference.
The lady on the phone told me I had been "throttled" for 30 days due to going over the 40 gb usage (now by 70 GB) and that she couldnt help as she was in billing, so by upgrading I am still potentially throttled based on the lower usage so am paying it but cant use it, great stuff BT. The usage checker still shows option 1 but the account details show option 2 !
It may be a fault but ringing technical for the usage issues just means they tell me to ring billing or to do a line test and then say they will ring back, generally I never hear anything again.
I was hoping to speak to someone who had a clue what was going on, that had access to my account and could tell me what is going on but my issue seems to fall between two departments.
I want to bail from this as its a nightmare, but am locked into a contract, does anyone think the above can be remedied to my satisfaction or alternatively what information would I need to collect to prove that the service is not being delivered and Ithat my usage is being overstated massively so I can get a solicitor to write a letter so I can get out of the contract and go to another provider ?

Answer 1

I work in IT (Dataabse Administrator) and this feels like whatever SQL they run to generate the usage stats is calculating it wrong or the data collected is wrong, either the where clause is encompassing all the data from the cabinet, or other users, or its rounding up. Other suggestions would be that the modem is having deep and meaningful conversations across the fibre (perhaps a fault or diagnostic type thing) and causing it to increment the counter.
When you track it on the Router, mine said about 300 mb on a busy day (and a bit, 28 hours the router was up)of the kids on the Xbox, them watching Youtube and general surfing on a busy day, nobody dowloaded any films (we dont anyway), yesterday it added another 100 mb to this total, kids doing homework, bit of surfing and that was it, the counter went up anoter 6GB, we were out all day and everything was switched off.
I just dont accept that we will download anything like the 200 plus GB we are on target to use this month, the problem is that nobody at BT that you can actually speak to is geared up to listen or pursue it, I suspect it needs investigation by a back end systems person at BT, in conjunction with an affected user, Net meters can be put on the connection to count the data transfered, this can be correlated with whats at the exchange and what is in the database for that user on BT's back end server, all the intervening processes need looking at.
We need to get past the hard outer shell of Tech Support and Billing which is nigh on impossible, they are like a force field to repel customers, the usage thing as you say is potentially fraudulent, but how many members of the general public will understand and investigate the amounts and have any idea of how to quantify BT usage on a big official looking red bar graph versus actual bits and bytes through a cable ? how many just decide to upgrade.
BT need to be transparent about how the Usage works and if they can give me a reasonable, technical explanation as to why the router and website Usage stats are so disperate I will drop it but I dont think they can, I am pretty certain it is wrong, it feels wrong and I am not going to drop it until I get an explanation.