Excessively High Broadband Usage with BT

G-Man83

Today I was told by the 'technical' team that the 10GB limit was for downloads only. Later on the conversation, he told me that it was for total usage (up & down).

BT admitted that there was afault in November that caused me to go over & now that I raise the same issue with them again, seeing the same kind of activity in the event log of the new router, they don't see how that is related. I am awaiting a phone call from a manager of the technical team to explain why his representative transfered me to the billing dept. when I asked them to explain the activity in my router's event log... the saga continues...

G-Man83

Had another chat with BT today. They have admitted there is a fault with my connection, causing excessive usage, which is affecting "a few" customers.

stk31

Has anyone had any sort of a reply or investigation from the BT representative, I've not had any response yet but it's only been 6 days since I filled in the form as previously suggested, maybe it's on a slow boat to the Indian call centre and will be dealt with swiftly on arrival.

My usage has slowed down to normal levels now, this coincides wonderfully well with me deciding not to watch anything on NowTV for a week!

My reference number, in case anyone is interested is 140123-010329

Queenie1

I have had a call from a very helpful BT representative who states the problem is a system issue at BTs end and can see that my Mum uses 3Gb per month at most and told me that she won't be charged the £5 for going over the limit. Mums bill arrived on Monday and I'm pleased to say she has not been charged the £5 for going over the 10gb which is good news.

Mum is however sending a letter of complaint as she felt she had to upgrade to infinity when she didn't need to resulting in her having to pay £30 for a new hub to be installed and £15 for a new vision plus (reconditioned) box as the old box was not compatible with the new hub. So an unnecessary cost of £45 in all for a pensioner who was quite happy with what she had and never went anywhere near her 10gb allowance. She is also upset that BT were quick to send her the email about her allowance and did not believe that she hadn't used
15gb on numerous phone calls and yet were not as quick to point out the issue was with their systems.

woopsy

If I was being cynical I might say that BT seem to be getting a lot of people upgrading through these faults, which of course makes them more money, and wonder if there was more to this than meets the eye..

On the downside people like me won't pay more for something they don't want or need, so it can't possibly be a ploy can it?

BTW, Virgin is fab at £4 a month unlimited.

Katin

My average usage for years has been around 8GB, but since December BT claim I have exceeded my 10 GB allowance each month.
I telephoned their technical department (in India) who told me they have had system failures resulting in people being overcharged. But when I queried my January bill the person in India in the billing dept. denied any knowledge of this. I am making a formal complaint to BT.
I wonder if this is a ploy by BT to move everyone to Unlimited Infinity to make more money out of us.
Perhaps we should all start reporting BT to OFCOM.

faddy

About a year ago I set up a non-BT FON hotspot using a Fonera router, which was only active for a few weeks. I was therefore very surprised to discover yesterday that I can still use my FON login to connect to my neighbour's BT-WiFi signal. Download speed is 7Mb/s and I can watch iplayer in HD!

5769606

I recently moved homes and my BT infinity has gone over the 40GB limit within 10 days and I cannot understand why? Just using general internet and a few games. PC , Ipad connected nothing more. BT werent very helpful and just basically said I need to upgrade to unlimitied. I cannot understand the high usage at all...

glitter123

My usage has shot up in the last couple of months too but I haven't been using it any more than previously. I've had warning emails from BT in the last 2 months that I am close to my 40gb limit. I only use my internet for browsing. Have never, ever downloaded films or watched TV. Something is not right here.

viviantidbury

Ok i have had exactly the same problem as all the other posters here and am astounded at the lack of show from the "BT customer rep" ...quick to reply to make it look as the company is doing something but goes and hides under a stone when the posts are continuing to come with exactly the same problem.
POSTS ARE THE SAME PROBLEM HAPPENING @2 YEARS LATER!!

OK i will briefly summarize (as i have already spent a host of hours /days on this already).
My mother is 80+ years old, frail and lives alone in small very isolated country village she had been given a pc which she only ever used for email and Skype -she has never been onto a webpage or looked at a video online!!!
She then comes over to South Africa to visit me( her son , my family and her beloved grandaughter that she has never seen in real life) for 6 weeks and at the end of the holiday I decide to buy her a new tablet to make things easier for her to keep in touch via Skype.
While setting this tablet up for her i noticed an email from BT saying she had used 6gb of 10 gb limit,didnt really think too much about it but 2 days later it was up to 9 GB .....FOR SOMEONE WHO WAS IN SOUTH AFRICA!! with all plugs unplugged at home

What i want to know at the end of all this is what is the law on how i can find out what was used on this account while mum was away ,they are coming back saying it is private info and mum will not be allowed to know who used the account and for what purpose..
If child pornography was being accessed??
If copyrighted material was downloaded??
If terrorism related items were being downloaded ??

Surely mum as the bill payer has a right to know what is being used on HER account

I dont care that she has not gone above her usage limit i want to know WHAT was used in the usage!!

Please someone help, she is 80+years old and very tech phobic and so I have spent a fortune on calls and time SA and got nowhere.

Mum had the last week of her last ever face to face contact with her 4 year old granddaughter ruined by BT`s inability to reassure her and their totally disregard of any of the issues of the complaint .
Since going back home calls have been promised and just failed to materialise they are just ignoring her problem
BT are saying only way to get what info was downloaded is to lay a charge at the police station...is this viable?
Please help