BT charge for excessive broadband use

davebrugby

Our package is with BT for 10GB broadband, which has been enough Sept-April.

In May we were were clocked as using 27Gb, 3 times normal usage - which I know we havent used! I attempted to challenge BT for £20 excess charge, and got lies, laughing and rude lack of support from BT.

In June they clocked us as over 7GB by 10June and over 20GB today. We were away for 4 days so again cant believe these figures.

The BT monitor only gives a month to date single line - this is almost useless.

Where can I get a day by day breakdown of use (this month and previous if possible), a bonus would be by device.

How can I get a sensible answer from BT - we have not used this amount

gpc273

Don't know about finding your exact usage figures but if your sure your not getting near the 10GB limit have you considered whether or not a neighbour is using your network.
BT passcode is on the back of your router, takes a minute to pick up, write down and get logged on. A check of your network should give you an answer.

ktothema

There are loads of complaints on here and all over the net about this. Seems BT have some sort of problem. Not that they're acknowledging it.

To check though, I'd be tempted to buy a mobile dongle and use that for a month whilst switching wireless off at the router and ensuring nothing is plugged in via Ethernet. You'll have no usage that month on the BT. If you still go over your allowance then you know they have an issue!

Tupperware_Queen

BT claimed the same thing for me a while back...I knew I hadn't used it cos the rabbit had chewed through the power cable and I was waiting for a friend to come round and rewire the plug for me!!! Fortunately I was able to give precise dates and times of when I had been on the internet prior (I also set my router to switch itself off overnight) and I had data use showing on my mobile dongle which I also used to demonstrate that I had not used BT. They argued, but eventually rolled over

macman

Why don't you monitor your own usage for another month? There are numerous free programs around to enable you to do this.

davebrugby

Between Sept - Apr usage was always under 10GB.

Our behaviours have not changed, yet BT claim we are using 3 times a much!

There are no unknown devices using HUB.
HUB is connected to master socket. Connectivity is WIFI.

I cant get to speak to anyone at BT that wants to listen, I just gets lies and fobbed off.

macman

So monitor your own usage for a month and change your wireless security password now. Are you using WPA or preferably WPA2? If you are still using WEP security, which was used on the original Home Hubs, then it's cracked in seconds.

davebrugby

I am monitoring. I have activated overnight power save and restricted access times for devices.
Do BT have a UK based support structure that I can talk to as get nowhere with other locations.

andyf3050

macman wrote: »

Why don't you monitor your own usage for another month? There are numerous free programs around to enable you to do this.

I find this one to be pretty handy even though I'm on unlimited BB tariff it's still a good idea to keep an eye on things.

PS: This has been tagged on MSE already somewhere so it's above board in case you're worried.

BT_company_representative

Hi davebrugby

I have just seen your post and would like to look into this for you and discuss your usage, if you would like me to help just checkout my profile section were you will find my contact info.

Regards David

kazwookie

davebrugby wrote: »

Our package is with BT for 10GB broadband, which has been enough Sept-April.

In May we were were clocked as using 27Gb, 3 times normal usage - which I know we havent used! I attempted to challenge BT for £20 excess charge, and got lies, laughing and rude lack of support from BT.

In June they clocked us as over 7GB by 10June and over 20GB today. We were away for 4 days so again cant believe these figures.

The BT monitor only gives a month to date single line - this is almost useless.

Where can I get a day by day breakdown of use (this month and previous if possible), a bonus would be by device.

How can I get a sensible answer from BT - we have not used this amount

I've just had this as well, £15 lopped onto my bill!

We do use the internet, but don't play games or any thing like that on it.