My October data was reset as well, after hitting >45 in less than two days (one of which the modem was unplugged).
They took back the courtesy month they refunded as well, though. Pretty disappointing, considering they are admitting their data tracking is flawed.
Hopefully we can get answers, and at least some kind of assurance that this won't happen again!
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I am having the same issue. I was shocked to see that I’d gone over the cap (highest usage historically has been 295) but am much more concerned at how to stop the hemorrhaging of data!
I received notice that I’d exceeded the cap at 9:30 on Sunday. I then changed my wi-fi password immediately and then also unplugged my modem because I’d seen on other threads that users experienced data usage even with an unplugged modem. I was curious if this would happen to me, and I wanted as much information as possible when I called customer service.
Data usage continued to creep up, at this point showing I’d used approximately 34 GB of data while having an unplugged modem.
I called customer service and they acknowledged that this was unusual and clearly not accurate, based on my history (more than I was expecting to get out of them!). After being transferred a couple of times, they gave me back a courtesy month and are opening an investigation. They said they will call me back with a resolution (I know, wishful thinking!). I think I really got their attention when I mentioned that my modem has been unplugged and their system is still showing that I’m using data.
During my conversation, I also learned that the spike in usage started on 9/10. Since then their records show an average usage of >50 GB per day. As others have said, this is clearly a monitoring issue since it’s impossible to use data without a modem.
I’ll update if I hear back.
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