I have had this company 9 yrs, and it seems to be a issue with them. Data is used when no one is home or on computer. Woke this morning to it saying 15 gigs used, while we were asleep. When you call them, all they say it it was window browsers was used. I have office hour, and they count that data used against my plan also. Call them about this issue and we are told downloading counts against our data to justify the disappearing data. This company knows people in the rural area have no other choice due to our location, and take advantage of us.
Hi @HLipscomb ,
We are very sorry for that situation. If you give us your consent, we can look at your detailed data consumption and provide you with a detailed report via direct message.
Thanks,
Leonardo
You are more than welcome to look at data, but I have heard every lie in the book as to what it is. I figure you will reply with some sort of it.
Hi @HLipscomb ,
Thank you very much!
Once we’re done with the analysis we’ll send you a direct message detailing the contents.
Thanks,
Leonardo
ok, while doing so, explain why again I woke this morning to 10 gigs gone. No one online, all were asleep–and poof, 10 gigs disappeared like magic. Seems to be a normal pattern.
Hi @HLipscomb,
I took a look at your data usage and there appear to be a lot of bulk downloads happening on a windows device. Additionally there are some backup uploads (for example there is a 5 GB one on an app called Mediafire).
It’s difficult for us to specifically say what apps these bulk downloads are for, but since there are all happening on a Windows device maybe you could download and install this Network Traffic Meter App called Glasswire on your Windows computer? If you run it in the background, it will capture a history of all your traffic on that device and categorize it by app, protocol, and server.
Once you have that app you will be able to identify the app that is using your data. We are happy to help and troubleshoot further once we hear what you find.
Thanks,
Nacho
During office hours, I made it very clear I do a lot of transfering of data, which is uploading and downloading. Mediafire is one of the platforms I do use at times. Where all this is good and fine in “explaining”, What you do not explain is where my data is going when NO ONE is using the computer due to being asleep? It seems most of the data goes poof when NO ONE is online. We have even gone to the point of turning off the modem, and poof still data disappears. Now I will humor you and download this program, I will even install it on all the computers that use this network, but we have placed a program like this on them once before, and it never matched what you claimed.
Hi @HLipscomb,
If you provide a recent date and estimated time for one of these events where data was used when all devices were off and everyone was asleep, then I can make another attempt to look into that.
Thanks,
Nacho
Ok, dates: Sept 7- modem was off from midnight till 5 am, than turned off again from 6 am till 1030 am— Sept 3- modem was off from midnight till around 10 am-- Sept 4- modem was off from midnight till around 10 am – Aug 30- was turned off most the day
Is this enough dates and times?
Hi @HLipscomb,
Sorry about the slow reply.
I will run the report tomorrow and hopefully get some insights.
Regarding this below, could you say more about what makes you think that? I’ll also look into it. Our “office hours” product is relatively new, so we are very interested in debugging any issues related to it.
Thanks,
Nacho
I spoke repeatedly to them by phone on this issue, I watched my date climb as I downloaded during office hours, this happened many times. BUT if you want one, last month I called them, claiming I used 12 gigs while we were in bed(yet again). I downloaded 1 gig from filefactory, I waited, and checked back to date use page, and it was now showing 13.5 gigs used. When I called, I was told downloading counts against me even with office hours.
As I said this is an ongoing issue, one I dealt with for 9 yrs, the only difference is now I am fed up with the lies.
Hi @HLipscomb,
We are actively investigating potential issues with Office Hours, so we were wondering if we could team up to identify what traffic (if any) is being miscategorized and as a result being charged against your regular data instead of Office Hours data?
We have interacted plenty over private messages regarding your other issue, so we understand if you would prefer to take a break from us, but please let us know if you would be interested in helping us debug this potential Office Hours issue…
Thank you,
Nacho
Hi, thank you for the offer, but I am not worried about it at the moment. It seems to have straightened out lately. At the time, it was when I would go to filefactory. I downloaded a gig from filefactory, and watched my data increase by that gig. I called customer service and was informed that downloading during office hours counted against my data, I got tired of the bull that customer service kept handing me.
For now, I no longer want to be involved, if I see the issue starts back up or becomes a big issue, I will be in touch.
Thank you
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For public knowledge,
Discussion was continued and solved on another topic and with the customer over Direct Message.
The customer has said they already know what the issue is and will take the necessary steps to try and solve it.