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Need Help Disputing Rogers Usage ClaimsI'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... |
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Archer0T8 |
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. |
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ground join:2008-01-16 Toronto, ON |
to Archer0T8
Are they trying to charge you this much? I thought it was $100 maximum. |
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JC_ Premium Member join:2010-10-19 Nepean, ON |
JC_
Premium Member
2013-Dec-14 7:24 pm
said by ground: 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 |
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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. |
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ANTON22112 to Archer0T8
Anon
2013-Dec-15 3:49 pm
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. |
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sbrook Mod join:2001-12-14 Ottawa |
sbrook
Mod
2013-Dec-15 4:31 pm
The usual approach is to delete complaints on the social media pages. |
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yyzlhr join:2012-09-03 Scarborough, ON |
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. |
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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). |
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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. |
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resa1983 Premium Member join:2008-03-10 North York, ON |
to Archer0T8
To be honest, Avast isn't good for much these days.
Have you tried a Malwarebytes scan? |
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Just ran it now on both machines. Came back negative. |
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resa1983 Premium Member join:2008-03-10 North York, ON |
resa1983
Premium Member
2013-Dec-15 10:48 pm
Any chance you have WPS enabled on your router? If so, disable it.. WPS is easily hackable. |
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yyzlhr join:2012-09-03 Scarborough, ON |
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. |
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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. |
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JC_ Premium Member join:2010-10-19 Nepean, ON |
JC_
Premium Member
2013-Dec-15 11:35 pm
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. |
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Version 4 of the hardware |
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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. |
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