Issue with Orcon Internet Usage - 350GB over 30GB limit

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Issue with Orcon Internet Usage - 350GB over 30GB limit

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75 posts

Master Geek
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#874637 9-Aug-2013 15:38

Thanks Inphinity. I'm not sure how many get 20MB/s ADSL in NZ so probably closer to 3 days of 100% utilisation would be my guess. Anytime our internet connection gets close to 100% there are complaints of the "the internet's not working (again)" so I would think that someone would notice if it continued for 3 days.

Kirdog

202 posts

Master Geek
+1 received by user: 23

#874724 9-Aug-2013 18:48

It can be bot virus.

One my client had the same problem, but he had virus on his laptop.

Around 6 month ago he had notices from Voda. that his 80 GB was spent, and it was just in 6 days after billing renew.

Stupid kaspersky AV didn't catch it, and when i started to look at the problem i had found that this virus sending hungreds packets to some random websites, it was a botnet virus or something else, i removed it with DRweb CureIT.

That thing was utilize all upload bandwidth (136 Kb/s) ADSL2+ via Vodafone. And some download as well (around 20-30 Kb/s). And took all traffic in several days.

After this he tried to argue with vodafone helpdesk, but i don't know how did he solve the problem.

I just interesting, if any client will catch something like this (botnet virus or else), and after this all his/her data will be used or it will be over usage, what will happen then? Do ISP will push client to pay everything? Because some people is very hard with computers, even if you "will put 10 AVs" there is no 100% guarantee from virus infection.In fact it's not client's fault, it is virus creator's offence.

Sorry about my English guys :>

dwl

371 posts

Ultimate Geek
+1 received by user: 46

#874782 9-Aug-2013 20:34

Inphinity:It's high for only 4 days, but it's certainly doable. On a ~20Mbps ADSL2 connection it would be less than 2 days of 100% utilisation. Any connection that can sustain over about 8.5Mbps can, in theory, transfer this volume.. so anything better than ADSL1. Also, add in, that I am only looking at this from a downstream perspective. You could also have sustain upstream traffic (if, say, it were torrent traffic), which on a 20/1 ADSL2, could account for this throughput in a bit under 40 hours. Under 6 hours if you're 100% utilising a 100/50 fibre connection ;)

This seems unlikely to be actual traffic to me. What is the modem sync speed and results of a speedtest to speedtest.orcon.net.nz ? While 350 GB is possible if something (unknown) is causing continuous traffic it still requires around an average ADSL2 speed connection for close to 100% of the time. A lower speed result would tend to suggest accounting error. A fast result leaves the other options on the table.

linw

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Uber Geek
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#874967 10-Aug-2013 09:23

Also, get the modem where you can see its lights. The constantly flashing traffic LED quickly gives it away.

dwl

371 posts

Ultimate Geek
+1 received by user: 46

#874995 10-Aug-2013 10:32

I am not familiar with the Genius statistics but if you can get a reference count of download and upload and compare several times a day it would clarify whether actual traffic. Of course if it isn't there now it may also be that Orcon no longer see the counts either (and the LED won't be always blinking) so unfortunately you would be left with an historical issue without enough evidence.

Perhaps FireEngine can confirm whether Orcon can resolve their counters down to hourly. A single daily count unfortunately doesn't give enough resolution to say whether the rates are feasible over ADSL2 or not. When we had related problems with Telecom it was their ability to see down to hourly stats that showed the counts were jumping (e.g. 20 GB in one hour which was also say only 21 GB for the day) and hence they were able to identify where the accounting problem was occurring.

freitasm

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#875002 10-Aug-2013 10:48

The OP hasn't confirmed yet about the firewall being ON or OFF...

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dwl

371 posts

Ultimate Geek
+1 received by user: 46

#875014 10-Aug-2013 11:09

freitasm: The OP hasn't confirmed yet about the firewall being ON or OFF...

The OP is probably too scared of future bill shock such that the whole modem has been turned off ....

richms

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#875092 10-Aug-2013 14:53

Perhaps ISPs should offer insurance for this happening as a value added feature?

Richard rich.ms

lucky015

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#875100 10-Aug-2013 15:24

richms: Perhaps ISPs should offer insurance for this happening as a value added feature?

There is, Its called a Capped plan.

dwl

371 posts

Ultimate Geek
+1 received by user: 46

#875115 10-Aug-2013 16:08

lucky015:
richms: Perhaps ISPs should offer insurance for this happening as a value added feature?

There is, Its called a Capped plan.

A pity that Orcon don't seem to have a capped plan that provides insurance. Their support wizard at http://www.orcon.net.nz/support/gfaq_page/what_happens_if_I_go_over_my_free_data_allowance says:
"At Orcon, we won’t slow you down. Go over your cap, and you’ll have access to all the goodness the internet has to offer at the same speeds you are used to. But, please be aware, date overage is charged at $2 per GB (rounded up to the nearest GB)." No mention of throttling back to 64 kbps here although they do offer the data usage alerts. Perhaps the customer can argue they weren't getting "goodness" ....

AndyR

73 posts

Master Geek
+1 received by user: 11

#875116 10-Aug-2013 16:12

Both myself and several collegues at my work have all left Orcon in the last year due to issues with there metering. My one was our usage each month hovered between 50-60gb, then all of a sudden they told us we used 90gb one month, we argued but had to pay in the end. Same thing next month, argued, but ended up paying as like you say its you versus them but we werent happy.
Then the next month we went overseas to visit family so turned everything off in the house, including the Orcon router. Bill next month was 115Gb with 90gb of that happening in the 2 weeks we were away. Orcon refused initially to agree to this and we ended up giving copies of airline tickets etc, and they eventually waived that 2 weeks but no ackowledgment of the previous month issues. We left Orcon straight away, and 1st month with Telecom the usage was back to the original 50-60gb per month.
After this I found out 3 other collegues at my work all had similar issues so all left Orcon too.

Hope you get it sorted OP.

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dwl

371 posts

Ultimate Geek
+1 received by user: 46

#875120 10-Aug-2013 16:31

When I got caught up in Telecom ADSL metering errors a couple of years ago the initial response from that ISP was they were looking into it but it was hard for customers to prove they hadn't used the data. Luckily Telecom found the fault fairly quickly but from that point I have run a script that grabs my modem stats, via telnet, every 15 minutes and when I occasionally cross check have not found any significant errors (but have caught out high teenager activity at unexpected hours).

The reason I asked earlier about getting one hour stats from the ISP is that more quickly rules out metering errors as sudden jumps per day can either be seen as spread during the day (more likely user issue) or all at once (an ISP error). If Orcon can't break it down to showing that it was evenly, and in this case close to maximum rate for many hours, then I would still be quite wary about saying the customer really had that much traffic through their modem.

dwl

371 posts

Ultimate Geek
+1 received by user: 46

#875122 10-Aug-2013 16:44

meals: I understand the points you have all made so can see how it might be possible. However, just a few extra points to note. After the first issue with going over 47gb in June, the orcon call centre told me that there were 6 devices connected to our wifi. We only had 3. They suggested I change my password and I did.

A further thought after seeing the new post about other customers having usage concerns. I wonder whether there have been any provisioning errors and the 6 MAC addresses seen were on a different user who is now building up their data usage. If the call centre is looking at such details it may be helpful for them to share the mac addresses with you and compare against your known devices.

P.S. I haven't forgotten that there are other questions like is the firewall ON and whether web facing router management is secure.

FireEngine

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#875140 10-Aug-2013 17:17

lucky015:
richms: Perhaps ISPs should offer insurance for this happening as a value added feature?

There is, Its called a Capped plan.

Surely you mean an UN-capped plan?

Or do you mean a capped plan that stops at your cap and doesnt allow any further usage?

Regards FireEngine

FireEngine

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#875144 10-Aug-2013 17:26

dwl:
meals: I understand the points you have all made so can see how it might be possible. However, just a few extra points to note. After the first issue with going over 47gb in June, the orcon call centre told me that there were 6 devices connected to our wifi. We only had 3. They suggested I change my password and I did.

A further thought after seeing the new post about other customers having usage concerns. I wonder whether there have been any provisioning errors and the 6 MAC addresses seen were on a different user who is now building up their data usage. If the call centre is looking at such details it may be helpful for them to share the mac addresses with you and compare against your known devices.

P.S. I haven't forgotten that there are other questions like is the firewall ON and whether web facing router management is secure.

Nope, doesnt work like that. Genius only works with the mac address of the particular Genius device configured for that connection. Any errors mean the voip voice service doesnt work. The devices referred to here are on the LAN behind the Genius so cant be consuming data on the wrong account in any way. Genius devices ship with the firewall up and the WiFi secured so difficult to say how the other divices got connected.

Anyway this is resolved and the OP is happy so all good in the end.

Regards FireEngine

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