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4 posts

Wannabe Geek


Topic # 126793 19-Jul-2013 22:49
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Hi, I need some help I think.

I have broadband with Vodafone and I'm having some problems with how much they say I'm using.

I noticed a couple of weeks ago that a day when I didn't turn my modem or computer on at all they registered 2435.217mb used, and the next day when it was only on for a couple of hours I used nearly 3.5gig.
I don't download stuff, that day I watched a few short youtube videos and read some internet forums.
I keep my modem turned off when I am not actually using the internet.

I sent Vodafone an email questioning the useage and they came back saying that someone must have hacked into my connection and be using my data, but I don't understand how someone can do that if the modem is turned off?  We've emailed back and forwards a few times, but they don't seem to be listening and they haven't explained how it could be possible under the circumstances?

My monthly allowance changed over on the 17th (Wednesday) but I have been busy and haven't been on the net at all until tonight. I checked my usage on the Vodafone website within 10mins of turning my modem on and I have apparently used nearly 10gigs already this cycle, including 3.5gigs today!?

If anyone can help before I run out of internet again for the month that would be awesome! :)

Pippa

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  Reply # 862424 19-Jul-2013 22:55
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Have you ever sold a vf modem, on trademe?



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Wannabe Geek


  Reply # 862427 19-Jul-2013 23:21
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No I haven't, but when I first signed up, I had my modem sent to the local shop instead of my home address (cos I work during the day) and when I went to pick it up the person I was dealing with at the shop said she had accidentally given it to someone else.  She ordered another one for me.

Is it possible that Vodafone is tracking the data useage on the first modem instead of the 2nd one?  I asked the person I was emailing at Vodafone, but she either didn't understand, or didn't read my question properly.

Pippa

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  Reply # 862428 19-Jul-2013 23:28
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yes, that is exactly what happens.

Meow
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  Reply # 862429 19-Jul-2013 23:30
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It's likely tracking the 2nd modem if this is the case, won't be long until JohnR sees this thread else it's worth phoning them to investigate.




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  Reply # 862458 20-Jul-2013 04:00
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Pippa: No I haven't, but when I first signed up, I had my modem sent to the local shop instead of my home address (cos I work during the day) and when I went to pick it up the person I was dealing with at the shop said she had accidentally given it to someone else.  She ordered another one for me.

Is it possible that Vodafone is tracking the data useage on the first modem instead of the 2nd one?  I asked the person I was emailing at Vodafone, but she either didn't understand, or didn't read my question properly.

Pippa


Call VF and request they deregister all modems or match the correct one against the Serial number, Change the password, Kick the connection (This is an important part), And reconfigure your modem for the new password either manually if all are deregistered or automatically via factory reset if your modem is still setup.




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  Reply # 862471 20-Jul-2013 08:38
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Also ask for a credit if you've ever been charged for extra bandwidth, or if you increased your plan because of the bandwidth used.




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  Reply # 862478 20-Jul-2013 09:09
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I'm presuming you didn't tell VF about the modem swap? This is the important part, since the MAC address of the modem is tied to your account.




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Wannabe Geek


Reply # 862486 20-Jul-2013 09:39
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Thanks for your replies everyone.

Vodafone are the reason there was a modem swap, also I didn't know the importance of having the correct modem at the time, so I assumed it would be fine.  It's only lately while trying to find a reason for the weird useage that I realised it could be a problem.

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  Reply # 862572 20-Jul-2013 13:30
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Hi Pippa

Sorry to hear there's been a mistake here, good news is we can easily fix it for you. Can you please email the serial number of the modem you're using to onlinecare@vodafone.co.nz (or text it to the number you had a missed call from at 1:24pm today, that was me too). I'll be following up with the shop as well to prevent this happening again.

Cheers

Dylan



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Wannabe Geek


  Reply # 862701 20-Jul-2013 19:04
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Thanks Dylan,

I have sent you the serial number.  I actually emailed it to Vodafone last week, but it didn't really help.  I'm glad you could get to the bottom of it.

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