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Incorrect usage monitoring resulting in false Plusnet charges

timd

Member
My 88 year old Mum who only uses a Netbook for emails has been on a 10Gb monthly limit for over a year with Plusnet and never reaches anywhere like that usage. On Tuesday (15.12.2015) Plusnet demanded another £5 claiming she had used her monthly allowance in one day! Plusnet helpdesk claimed she was streaming from dawn to dusk for three days! Nonsense, she only sends or receives small emails. I checked all was ok with the router, no-one else has access. Checked with a friend who is on unlimited package- Plusnet website usage claimed he was streaming when he was in Spain for a month with the mains all switched off! Plusnet helpdesk a waste of time. Will anyone from Plusnet admit a problem occurred last week and ensure no-one is charged extra? Or is it a trip to the small claims court my only next step? ps I checked my usage too. I've been streaming off and on for a week, but apparently did it without any data usage whatever... a Christmas miracle perhaps?
 

Mark.J

Administrator
Staff member
ISPreview Team
I've not seen any other reports about incorrect usage charges in the past couple of weeks, thus it's probably a sporadic / limited problem that has yet to affect many people. But it wouldn't be the first time that PlusNet has had problems on this front:

http://www.ispreview.co.uk/index.php/2015/02/plusnet-customers-harassed-by-phantom-billing-and-data-usage-errors.html

It can be worth using a router with usage monitoring as that's often one of the better ways to see what's been happening, especially as there's always the risk of the network being hacked or a big update downloading in the background (e.g. Microsoft's enforced Windows 10 files).

The difficultly for end-users is proving their side of the story, since most of us won't install a usage monitor (partly because most people now have an "unlimited" package) and will thus trust our ISPs to get it right.
 

Captain_Cretin

ULTIMATE Member
The problem might go all the way back to how BT monitor the traffic, I used to have regular issues when I was with Vispa over data usage. The monitors would regularly show me using the internet when I wasnt at home, and apparently I managed to use tens of GB while I was actually in RUSSIA for two weeks!!
 

Bures

Top Member
I found this interesting about PN
My normal monthly usage is around 12 -15Gb. After downloading Window 10 and various drivers to upgrade my laptop, I thought to myself how much has my usage increased
I was staggered to find after 3 weeks of my monthly package I had used 37Gb
 
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