We have run into a similar issue, with frustrating results.
Our usage spiked ridiculously in September, from ~120-200GB/month to 1300GB. Obviously, something is wrong. When I reached out to customer service, after 46 minutes, two different people just said, "well, streaming videos uses data, so it must be that." But, we haven't changed any of our habits, except that our child went back to school. This means that there are fewer people in the house, so we would expect usage to drop if anything. Not helpful at ALL.
I checked to see which devices are using WiFi, and we recognize everything so far, so I do not feel that our network has been compromised. The website and app show device usage from "zero" to "very high", but no metrics other than that, so narrowing this down to a specific device hasn't been possible.
Yesterday (the 2nd of October), it showed that we had already used 79GB for the month. Last night, I restarted our modem, and today (Oct 3rd), it shows 3GB MTD.
We'll keep a close eye on this going forward, but I do not feel that my concerns were addressed in any actionable way. Disappointing, but not surprising.
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