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scuwp
3343 posts

Uber Geek


  #1182814 25-Nov-2014 14:15
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jarledb:
johnr: @robyndiane

Thanks for the DM this morning and good news this is now fixed :)

John


I am curious: What was the problem?


Yes...the suspense is killing me!  Please share.




Always be yourself, unless you can be Batman, then always be the Batman



robyndiane

9 posts

Wannabe Geek


  #1182880 25-Nov-2014 16:01
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Please tell me what the answer was and if I should not see a huge decrease in data usage, particularly uploading as this has been 4 times what the downloading is.
Thanks Robyn

 
 
 
 


johnr
19282 posts

Uber Geek
Inactive user


  #1188259 3-Dec-2014 20:49
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Ok the high usage still continued with further investigation we saw whenever customers modem was off the usage would stop,

Found out the end user lived around the corner from me here in Takapuna so I popped in this evening, Scanned the PC with Malwarebytes and removed a load of malicious software and browser plugins, Looks like this has now sorted out the high data usage issue

xontech
259 posts

Ultimate Geek


  #1188263 3-Dec-2014 20:59
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Just.... wow....
Definitely over and above there johnr
I hope you got profuse thanks and apologies from OP.

johnr
19282 posts

Uber Geek
Inactive user


  #1188265 3-Dec-2014 21:09
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jarledb:
johnr: @robyndiane

Thanks for the DM this morning and good news this is now fixed :)

John


I am curious: What was the problem?


Customer had 2 modems setup under the account but no way it could of been the old ADSL2+ modem adding to the usage as it's locked away in storage after they changed to VDSL

johnr
19282 posts

Uber Geek
Inactive user


#1188268 3-Dec-2014 21:12
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xontech: Just.... wow....
Definitely over and above there johnr
I hope you got profuse thanks and apologies from OP.


One way to fill in 1 hour 30 mins on a Wednesday evening, I am sure they will be very happy and the Laptop is now running faster as well,

Just sent them an SMS before and data usage has not climbed since I left so it's looks very promising the issue should now be resolved

John

CutCutCut
944 posts

Ultimate Geek


  #1188283 3-Dec-2014 21:35
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So they had 2 VDSL modems hooked up at the same address? How did that happen?

 
 
 
 


johnr
19282 posts

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Inactive user


  #1188285 3-Dec-2014 21:39
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CutCutCut: So they had 2 VDSL modems hooked up at the same address? How did that happen?


They changed from ADSL2+ to VDSL and the ADSL2+ modem is locked away in storage and no longer used

CutCutCut
944 posts

Ultimate Geek


  #1188287 3-Dec-2014 21:42
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johnr:
CutCutCut: So they had 2 VDSL modems hooked up at the same address? How did that happen?


They changed from ADSL2+ to VDSL and the ADSL2+ modem is locked away in storage and no longer used


Oh ok so it was just purely malware hammering away? Wow. You really went above and beyond!

540trickzter
160 posts

Master Geek


  #1188299 3-Dec-2014 22:24
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So the problem wasn't at Vodafones end then... The OP said on page 2 "nothing found, scans run, new scanning programmes", just wondering what "scanning" programmes did the OP originally run which "found nothing"? Wasn't one of those pop up adverts telling the user to do a virus scan was it?

I guess the OP is going to have to take the extra charges on the chin then...

johnr
19282 posts

Uber Geek
Inactive user


  #1188301 3-Dec-2014 22:29
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540trickzter: So the problem wasn't at Vodafones end then... The OP said on page 2 "nothing found, scans run, new scanning programmes", just wondering what "scanning" programmes did the OP originally run which "found nothing"? Wasn't one of those pop up adverts telling the user to do a virus scan was it?

I guess the OP is going to have to take the extra charges on the chin then...


Antivirus scans were done, Malwarebytes was installed on the PC but last updated something like 760 days ago

I removed some other scanners I had never seen before

Geektastic
14847 posts

Uber Geek

Trusted
Lifetime subscriber

  #1188332 3-Dec-2014 23:07
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Just a thought:


Is there a way for VF to do some corporate social responsibility thing by collecting in old VF modems and sending them to other countries for re-use? Kind of a 'ring us and we'll send you a courier label then your modem will go to Timbuktu to help children get on the internet' deal?

Or failing that, to destroy them securely and recycle them?

(Not saying it should be compulsory - just an option)

Otherwise sooner or later every household will have a number of them and they'll be on TM and people won't deregister them so this kind of problem (albeit not caused by that here) could become a lot more common.





robyndiane

9 posts

Wannabe Geek


  #1188433 4-Dec-2014 08:05
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12.7gB at 7.30am today Thursday 4 December!!! 

Well done John, thank you for your help and extra super service!

Last night's totals for December (after you left) were as follows:

10.30pm       12.40gB
11.30pm       12.52gB
midnight       12.52gB

Looks as though it has been solved, cannot thank you enough for all your help.
 
Cheers and hope your holiday break is relaxed and enjoyable.
Robyn Arblaster

thecatsgoolies
414 posts

Ultimate Geek

Trusted

  #1188447 4-Dec-2014 08:29
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robyndiane: 12.7gB at 7.30am today Thursday 4 December!!! 

Well done John, thank you for your help and extra super service!

Last night's totals for December (after you left) were as follows:

10.30pm       12.40gB
11.30pm       12.52gB
midnight       12.52gB

Looks as though it has been solved, cannot thank you enough for all your help.
 
Cheers and hope your holiday break is relaxed and enjoyable.
Robyn Arblaster


When I worked in tech support for Vodafone years ago. JohnR would often go and assist customers with issues not relating to network, but often device issues or PC issues. Glad he fixed it for you and found the cause.



Jaxar
383 posts

Ultimate Geek


  #1188453 4-Dec-2014 08:41
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Sounds like the customer made a valid attempt to solve. I guess this can be taken as a reminder just because a customer has made a valid attempt to identify an issue on their end it doesn't then mean the issue must be at the ISP's end.
Good to hear it got solved in the end.




Please note: I have a professional bias towards Vodafone.

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