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10 posts

Wannabe Geek
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Topic # 146866 31-May-2014 21:36
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This is more of query than anything else. I have been banging my head against Telecom's customer service all week now and it's more than slightly frustrating......

Anyway, we live out of town and use a Telecom Huawei modem to provide mobile broadband to our home laptops (x2). We are on a 4GB plan for 80 bucks and then an extra 4 for 30 bucks. I am always pretty careful about overage and we always dial back our usage if it gets close at the end of the month.

Last month however we ran over by 3.4GB on top of the 8. I was at a loss to explain this as I get alerts at 170% of the 4 so know when it's coming up. The odd thing was that the 3.4GB overage came in the last two days of our billing cycle.

Given I know how much overage will cost me there is no way I would do that. $330 much! More perplexing is that during my Telecom communications they sent me the print out of packet data showing my use over the last two days. It was extreme to say the least and I am at a loss to explain it. We are not heavy downloaders, streamers etc.

As an example I watched a game of rugby league earlier that month ( the most bandwidth heavy thing I do ) and the overage on those last two days was at a rate roughly worked out as 5 times what streaming that game used, in the same period of time. Telecom are unable to tell me what might use this much info, but I can say it's not my email as they suggested.

Now, coming to the end of this months billing cycle and watching my usage closely it's happened again. Yesterday there was around 800MB used in 24 minutes while neither of the two laptops was doing anything. No automatic updating or anything going on either. But regardless, isn't that quite a lot data to use, even if two machines were operating, 200MB in 6 minutes? Given that we are not operating at blinding speeds anyway (6 up less than 1 down )

Obviously I can't prove that we didn't use it and Telecom can't tell us what the use was. I am just curious to know if others have the same issue or any idea what might cause that other than me downloading huge tracts of data.

Confused.
Chris

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Uber Geek
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  Reply # 1057270 31-May-2014 22:32
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Which modem is it again? I'm thinking a T-Stick for some reason but that doesn't seem right.



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Wannabe Geek
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  Reply # 1057279 31-May-2014 22:45
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https://www.telecom.co.nz/shop/mobile/mobilebroadbandandtablets/devices/huawei-e5220-mobile-hotspot.html

 
 
 
 


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  Reply # 1057294 31-May-2014 23:10
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Usage is not in real-time + you might want to go to http://telecom.co.nz/mbbalerts to set up usage alerts to prevent this from happening again. You can also set up smartcaps via http://telecom.co.nz/ytmobile IIRC. You should always keep an eye on your use and expect the unexpected when it comes to mobile data. By doing the above you've prepared yourself for the unexpected.




Michael Murphy | https://murfy.nz
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Master Geek
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  Reply # 1057300 31-May-2014 23:23
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Chris

That is exactly why we use prepaid data plans when travelling in our motorhome using the same Huawei WiFi hotspot.

Use our 3GB - data stops. They can't charge us any overage.
Purchase another 3GB via the hotspot - use our new 3GB and so on.

 


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  Reply # 1057307 31-May-2014 23:33
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SCUBADOO: Chris

That is exactly why we use prepaid data plans when travelling in our motorhome using the same Huawei WiFi hotspot.

Use our 3GB - data stops. They can't charge us any overage.
Purchase another 3GB via the hotspot - use our new 3GB and so on.


This is what Smartcaps do...




Michael Murphy | https://murfy.nz
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Wannabe Geek
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  Reply # 1057370 1-Jun-2014 07:35
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Thanks for your replies, I do have alerts set up, and have a smart cap but have since discovered that for some reason it was set up as a roaming cap ( this doesn't go overseas ). I can't find anywhere on the Your Telecom site to set up a new smart cap (only how to change an existing one), it's a very convoluted site these days, most user unfriendly.

I was more concerned at the high use of data which is way beyond anything I have ever experienced in the three years I have been on account with this plan. I am happy to pay for any overages I deliberately incur. Certainly I would have purchased a top up if I had known I was going over also.

Cheers
Chris

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  Reply # 1057396 1-Jun-2014 09:24
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What area are you from? Have you considered an RBI wireless solution for great data allowance / lower monthly cost?




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Ultimate Geek
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  Reply # 1063378 11-Jun-2014 14:11
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debrisslide:

I was more concerned at the high use of data which is way beyond anything I have ever experienced in the three years I have been on account with this plan. I am happy to pay for any overages I deliberately incur. Certainly I would have purchased a top up if I had known I was going over also.

Cheers
Chris


If you send me your details, number etc via PM I can take a look at what it may have been.

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Uber Geek
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  Reply # 1063393 11-Jun-2014 14:37
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You could try Installing some bandwidth monitoring software on the laptops to see what they are doing interms of data usage,



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Wannabe Geek
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  Reply # 1063485 11-Jun-2014 16:22
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Thanks for your replies

I am well out of the RBI range, in Pelorus Sound.

Finally after badgering Telecom and requesting somebody other than a call centre or online helpdesk person (and threatening to cancel my account to look at it) they agreed to refund 280 of the $330 of overage charges, accepting that no-one in their right mind would knowingly use that much data at 10c/MB. We have usage meters on our laptops now too. So I am happy with that, and won't bother looking into it any further. They told me for privacy reasons they can't look at what caused the actual usage

Ironically I got a letter from Telecom today telling me they are changing my plan to a better one! 6gb for $89 and 30c/mb overage. That's real nice of you Telecom but I currently get 4gb for 80 bucks and 4 extra GB for $29 and 10c/mb overage. Why would I want to change?

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Ultimate Geek
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  Reply # 1063627 11-Jun-2014 20:27
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I would consider myself very lucky for them to make it right like that, plenty of customers on fair go's FB wall etc saying they got less than a 50% reduction on four figure data charges.

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  Reply # 1063635 11-Jun-2014 20:56
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Didn't have any OS updates (iOS etc)? 




Windows 7 x64 // i5-3570K // 16GB DDR3-1600 // GTX660Ti 2GB // Samsung 830 120GB SSD // OCZ Agility4 120GB SSD // Samsung U28D590D @ 3840x2160 & Asus PB278Q @ 2560x1440
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Ultimate Geek
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  Reply # 1063644 11-Jun-2014 21:28
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Windows updates (Patch Tuesday?)

I know people in similar situations who use multiple SIMs.  When the data is used up on one they just put the next one in.  It seems crazy that you can't just keep on buying more data on the same SIM, but instead revert to the overage rates.

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  Reply # 1063647 11-Jun-2014 21:34
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wongtop: Windows updates (Patch Tuesday?)

I know people in similar situations who use multiple SIMs.  When the data is used up on one they just put the next one in.  It seems crazy that you can't just keep on buying more data on the same SIM, but instead revert to the overage rates.


Uhm... You can buy more data quite easily actually.




Michael Murphy | https://murfy.nz
Want to be with an epic ISP? Want $20 to join them too? Well, use this link to sign up to BigPipe!
The Router GuideCommunity UniFi Cloud Controller | Ubiquiti Edgerouter Tutorial


536 posts

Ultimate Geek
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  Reply # 1063650 11-Jun-2014 21:43
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Maybe they were still on the older plans where you could double but no more, the last time I saw them.

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