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Archer0T8
join:2005-01-21
East York, ON

Archer0T8

Member

Need Help Disputing Rogers Usage Claims

I'm in a billing dispute with Rogers right now - so far they're stonewalling me.

They're claiming I used 2,155GB of data last month... which I know for a fact isn't even remotely accurate. See the breakdown below:

Daily Usage

Download Usage (MB)

Upload Usage (MB)

Daily Total (MB)
December 07, 2013 8,146 211 8,357
December 06, 2013 3,110 93 3,203
December 05, 2013 344 28 372
December 04, 2013 167 11 178
December 03, 2013 495 20 515
December 02, 2013 208 14 222
December 01, 2013 772 24 796
November 30, 2013 298 15 313
November 29, 2013 80 7 87
November 28, 2013 137 11 148
November 27, 2013 87 13 100
November 26, 2013 906 35 941
November 25, 2013 123,495 33 123,528
November 24, 2013 2,229 75 2,304
November 23, 2013 16,596 54 16,650
November 22, 2013 605 34 639
November 21, 2013 1,120 47 1,167
November 20, 2013 138,766 55 138,821
November 19, 2013 390,736 31 390,767
November 18, 2013 506,608 39 506,647
November 17, 2013 296,428 19 296,447
November 16, 2013 236,559 17 236,576
November 15, 2013 280,120 18 280,138
November 14, 2013 102,334 65 102,399
November 13, 2013 249 29 278
November 12, 2013 70,891 15 70,906
November 11, 2013 198 19 217
November 10, 2013 1,650 58 1,708
November 09, 2013 3,194 108 3,302
November 08, 2013 18,825 79 18,904

Total Usage (MB)
2,206,630 MB

Total Usage (GB)
2,154.91 GB

Usage Allowance
120 GB (122880 MB)

Additional Use
2035 GB

Usage
$3,052.50

I don't run torrents and live on my own. I have two computers and an XBox 360 hooked up normally (the XBox 360 wasn't on at all in the month). I do have Wifi, but it's WPA2 AES with a 63 character random ASCII string for a password. MAC address filtered, DHCP off.

I'm on Extreme with the 35mbps download... for fun, look at the download amount for November 18: 506,608 MB. 35mbps translates to 4.4 MB/s, so I needed to download at full tilt for 32 hours to hit the amount they're saying I did in 24 hours. Uhhhhh....

Any suggestions on how to proceed with this? So far technical support has said the data is valid, but has put a ticket in to engineering for me...
Archer0T8

Archer0T8

Member

said by chris tofer :

maybe someone elses modem mac address is on your account? can u validate they have the correct modem mac id on file?

Got tech support to do that already - it's the right mac address on file and I'm not showing any others on the account.

ground
join:2008-01-16
Toronto, ON

ground to Archer0T8

Member

to Archer0T8
said by Archer0T8:

Usage
$3,052.50

Are they trying to charge you this much? I thought it was $100 maximum.

JC_
Premium Member
join:2010-10-19
Nepean, ON

JC_

Premium Member

said by ground:

said by Archer0T8:

Usage
$3,052.50

Are they trying to charge you this much? I thought it was $100 maximum.

Yes they are capped at $100, my guess is that the Rogers site just calculates based on ADDITONAL_USAGE * USAGE_FEE.

See the Rogers usage info here »www.keepingpace.ca/faq.html#9
alpovs
join:2009-08-08

alpovs to Archer0T8

Member

to Archer0T8
Any download involves upload to acknowledge received packets, at least with TCP protocol. Unless all download on November 18, 2013 was done by means of UDP protocol I don't think it's possible to download 506,608 MB with only 39 MB of upload.

ANTON22112
@dc-uoit.net

ANTON22112 to Archer0T8

Anon

to Archer0T8
This does sound very odd, what I would do is make a complaint on their Facebook page letting them know of all the details and break it down with the speed of your connection and how its impossible for you to even reach that amount in one day in 24 hours with your internet speed at full capacity. Rogers is very concerned about what people are complaining on social media. I have gone to them numerous times on facebook and they go well and beyond to help out and if they cant help out they will get you to the proper group who can and it wont be front line support it would be someone more experienced.

sbrook
Mod
join:2001-12-14
Ottawa

sbrook

Mod

The usual approach is to delete complaints on the social media pages.
yyzlhr
join:2012-09-03
Scarborough, ON

yyzlhr to Archer0T8

Member

to Archer0T8
said by Archer0T8:

I'm on Extreme with the 35mbps download... for fun, look at the download amount for November 18: 506,608 MB. 35mbps translates to 4.4 MB/s, so I needed to download at full tilt for 32 hours to hit the amount they're saying I did in 24 hours. Uhhhhh....

Escalate this to OOP and explain what you just wrote in laymen's terms.
Ree
join:2007-04-29
h0h0h0

Ree to Archer0T8

Member

to Archer0T8
One of the PCs infected? Speedboost may explain how the seemingly impossible 506,608 was transferred, and UDP may explain why that much download didn't cause very much upload (as was already mentioned).

Archer0T8
join:2005-01-21
East York, ON

Archer0T8

Member

said by Ree:

One of the PCs infected? Speedboost may explain how the seemingly impossible 506,608 was transferred, and UDP may explain why that much download didn't cause very much upload (as was already mentioned).

Both PC's have active antivirus (Avast), and nothing has flagged on either of them.

I thought about speedboost, but I'd have to be clocking in at 47mbps for 24 hours to hit that transfer amount, and I can't see speedboost sustaining at nearly 33% higher than my max speed for a full 24 hours.
resa1983
Premium Member
join:2008-03-10
North York, ON

resa1983 to Archer0T8

Premium Member

to Archer0T8
To be honest, Avast isn't good for much these days.

Have you tried a Malwarebytes scan?

Archer0T8
join:2005-01-21
East York, ON

Archer0T8

Member

Just ran it now on both machines. Came back negative.
resa1983
Premium Member
join:2008-03-10
North York, ON

resa1983

Premium Member

Any chance you have WPS enabled on your router? If so, disable it.. WPS is easily hackable.
yyzlhr
join:2012-09-03
Scarborough, ON

yyzlhr to Archer0T8

Member

to Archer0T8
said by Archer0T8:

said by Ree:

One of the PCs infected? Speedboost may explain how the seemingly impossible 506,608 was transferred, and UDP may explain why that much download didn't cause very much upload (as was already mentioned).

I thought about speedboost, but I'd have to be clocking in at 47mbps for 24 hours to hit that transfer amount, and I can't see speedboost sustaining at nearly 33% higher than my max speed for a full 24 hours.

Not to mention that kind of usage would likely trigger a call or letter from Rogers asking you to check your computers for viruses and your network for unauthorized users or they might even go as far as suspending your service.

Archer0T8
join:2005-01-21
East York, ON

Archer0T8 to resa1983

Member

to resa1983
said by resa1983:

Any chance you have WPS enabled on your router? If so, disable it.. WPS is easily hackable.

No WPS. Should elaborate on the network setup.

The modem (Cisco DPC3825) is in bridged mode. From there, it connects to the WAN on my WRT54G running the stock firmware, v4.21.4. The WRT54G doesn't have WPS; it does have SecureEasySetup which is disabled.

(On a sidenote, Tomato will be forthcoming in the future for the logging abilities, if anyone has suggestions as to a good stable version to run on this router...)

The WRT54G runs in G only, with WPA2 Personal encryption, 63 character random ASCII password that is cycled bi-annually (when I remember, anyways ). Password was changed an once I discovered the weird stats.

SSID is broadcast as my Galaxy S3 tends to be very unhappy otherwise (but an unbroadcasted SSID is just security through obscurity anyways). Wireless MAC filter enabled with two entries (my laptop and my phone).

There's a number of wireless networks visible around my apartment with varying levels of encryption (some open, some wep, some wpa, some wpa2). I have my doubts that someone would bother with my network given that there are far easier targets to break within range.

4 wired ports (main PC, media PC, xbox 360), the fourth of which is crossover to a old crappy router (Dlink DI-704, no wifi) that is only hooked up when either my TV or Blu-Ray get checked and/or need a firmware update. So maybe once or twice a year, if that. Otherwise that part of the network is isolated via a physical disconnect of the patch cable.

Media PC doesn't do much unless I'm actively using it; main PC does the occasional torrent but I don't let those run unless I'm physically at the computer so I can monitor the traffic. Both computers do any form of browsing through a Firefox + NoScript + AdBlock Plus combination.

JC_
Premium Member
join:2010-10-19
Nepean, ON

JC_

Premium Member

Linksys SecureEasySetup is WPS.

What hardware version of the WRT54G do you have? It's listed on the bottom label next to the model name.

Archer0T8
join:2005-01-21
East York, ON

Archer0T8

Member

Version 4 of the hardware
Ree
join:2007-04-29
h0h0h0

Ree to yyzlhr

Member

to yyzlhr
said by yyzlhr:

Not to mention that kind of usage would likely trigger a call or letter from Rogers asking you to check your computers for viruses and your network for unauthorized users or they might even go as far as suspending your service.

I'm guessing the calls/letters must be manually initiated? I used almost that much in upstream alone when I first discovered CrashPlan and started backing up to multiple offsite locations one month, and sort of expected them to question that, but never heard anything.