Usage issues

[muffy]

Quick outline

I went down to my mothers yesterday to install a new router as she was having problems with her old one disconnecting constantly etc. She mentioned that she had a bill for just over £40 for going over her monthly limit last month. Now she is on the Mid package with 20gig a month limit and averages around 10/13 gig a month. Last month she went over by just over 20gig and the increase happened about 9 days before the month ended. This month she is now 75 gig over with a few days left.
Now after questioning her (More like interogating) she is doing nothing different than before so I started with the usual Virus/Spyware checks etc. I then checked her old modem and that was secured as well. Which led me to ringing customer services asking what is going on.

They have attributed the increased usage to online gaming (She uses facebook/gamehouse/bigfish only) and no matter how much i pointed various things out they would not do anything about it.  I asked them to check for multiple logins (Somebody else setup original router) and they say there are none but I just cannot figure out where this extra usage is coming from. They said it could be a router fault but if that is the case then it is her problem because it is her equipment (Regardless of being supplied by them).

She has now come to the point of being afraid to use her computer. Is there anything anyone else can think of that could cause this problem, like i said Karoo are adamant she has used this but I know she has done nothing different in the last 2 months to what she has done before.

[buster_uk]

If the equipment is their's Supplied by them and it's less than 12 months old it's their problem and I would be telling them that! If you are over your twelve month contract tell them to stuff their service and look at someone else.

[Scotty]

Ensure that she monitors her usage using the online checker, and if a something looks rong, contact them ASAP.

[bashdabish]

Usage issues are either:

1. Genuine
2. Someone using the wireless connection
3. Someone else using the username/password

Can't imagine it being spyware/virus as this would more than likely use upload and this is not counted as usage.
Can't imagine it being equipment either.

[Hígh Treason]

I've have the same issue.

With a router it's difficult to prove a point, but if she only has one computer it might be worth setting up a bandwidth monitor (Google it) and leaving it running all month, if the amounts don't match then you can use this as evidence against Karoo and say that you refuse to pay for more than the amount the monitor states has been used and that it is clearly a flaw with their counter.

I really don't advise changing to the wireless providers, they are an absolubte joke.

[dave666]

Didnt karoo have problems before with the usage and reset everyone's.. cant remember for sure but something rings a bell.

I just checked mine and mines higher now than every other month, it says I have used 41 gig out of 100 (still 21 days left) but on average I only use 35 gig of it. Think I best monitor mine 

[Adrian]

There definately were problems with the usage meter, possibly still is, this is last months usage of one of the business accounts:



So if anyone is having usage going up rapidly I would report it so that KC are aware of it to prevent silly bills...

[muffy]

There definately were problems with the usage meter, possibly still is, this is last months usage of one of the business accounts:



So if anyone is having usage going up rapidly I would report it so that KC are aware of it to prevent silly bills...

Stangely the problems started for her on the 19th september according to Karoo.

[Ace247]

wireless providers, they are an absolubte joke.

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