Suddenlink Latest ISP Whose Meters Don't Work
Users Billed When Not at Home, Meter Availability Unreliable
Last October we received early word that cable operator Suddenlink was going to start capping users and charging overages
, a leaked memo highlighting that the effort was only "equitable." After apparently needing some time to get their billing and metering systems in order, Suddenlink started imposing the limits on all users this past Spring. An e-mail sent out to users informs them that to "further enhance your experience, a monthly usage allowance will be put into place for all residential (non-business) Suddenlink Internet accounts" starting sometime later this month.
You can just spend a few minutes perusing our Suddenlink forums
for a quick look at how Suddenlink's efforts are going. There are countless threads popping up where users say their ISP-provided usage meter doesn't match their router logs, or that they were billed for over-usage at times when they weren't even home. More than a few users are complaining
that the company has even been consuming numerous gigabytes of data during times when they had no power whatsoever due to storms
'm still trying to figure out how I "used" 10 GB on 6/30/12 when the power to my house was out until 2PM, and my family didn't arrive home from a 10 hour trip until about 9PM. So, please explain this. The usage meter shows 10GB usage on 6/30/12. The power was off most of that day, and we did not get home from Myrtle Beach, SC until about 9:30PM that day....No indication of intrusion on my logs, no foreign IPs, no foreign MAC addresses. It just doesn't fly. I have netflow set up on my cisco router feeding information to PRTG monitoring inbound and outbound traffic.
Suddenlink certainly isn't alone
when it comes to failing to monitor customer usage accurately. It's getting boring to repeat but it needs repeating: ISPs want to bill like utilities but they refuse to be regulated like them with meters checked for accuracy. Regulators in the Canada and United States remain completely unconcerned that ISPs imposed what are in many cases dramatic new usage-driven price hikes -- but are failing to monitor usage accurately. The result is users being over-billed or billed incorrectly, and nobody in government or the press seems to care too much about it.
Re: Amazing! Why does this surprise you? Year after year the telecom industry (this includes isp) is the biggest contributor on the hill.
Re: Stop procrastinating.
said by FLATLINE:Why is it people like you think changing your ISP is as simple as shopping at Target instead of Walmart.
Want change? Cancel your service. Done deal!
| Really, change my service. I could and might go back to DSL, but same thing applies I'm sure.|
I got an idea, if they want to use government enforced right-of-way rules on MY PROPERTY, then if I change providers, in order for them to keep their infrastructure on MY PROPERTY, maybe they could pay me some rent. No joke, I had "Miss Utility" come out a few months ago, and my property looks like a freaking grid with power, water, sewer, TelCo (I don't even have any service) and cable. And most of the lines are NOT for my house, they go to other people, even though there is a proper public right of way right behind my house, just easier to drape it across my property in a straight line.
Maybe I should post some arbitrary cap on the amount of RF noise, square/linear foot, or some other measurement, and if they go over that Cap I can post some sort of arbitrary fee, I mean I invested in my property, why shouldn't I reap the rewards.
Also, they use utility poles to house all that comm cable. Again, the poles cross my property, so cry me a river about how much the companies have invested. I don't remember being asked if they could use my airspace, or underground, they used government force to do so, it is time. Again, like I said, I invested in my property, why shouldn't I reap the rewards.
Re: Why have speed caps if ISP's insist on metering! Another country I am planning/trying to move to,
Sells internet access by the MB/GB a 100MB plan might be $9/month, but you get 32/32 mbps to use it, once you go over you limit, your speed get dropped to 64 kbps, until the month is done, or you can buy 100GB, and everywhere in between.
So, the technology definately exists to do it.
Yes, I am not employed and looking for IT work. Have passport, will travel.
Re: I was the one whose comment showed in the article
said by horseathalt7:Saying its possible fraud is like saying water is possibly wet. When the mistake is always in their favor any right minded person knows the deal.
The more I read about things like this the more I start to believe that possible FRAUD is occurring. It just seems like to many "accidents" where amazingly the errors are ALWAYS in favor of the business, and never occur to favor the consumer. Coincidence? I don't think so.
Never ending greed is driving this because of the emergence of the MBA class holding the reins at most major companies.
Re: Suddenlink Response You know, Pete, I'm being hard on Suddenlink right now, but your company has rightfully earned a spot on my poop list as of late, a spot that was formerly reserved for all things Verizon.
Previously, when the meter was put in place, I got a nastygram for using 95GB in a month, much over the 25GB the "typical" internet user consumes. Oh, and remember, the meter was just for our convienence and caps were NOT being put into place.
WOW, what a difference 6 months make.
Accuracy of the meters Personally, I don't think it is a good idea for any ISP to charge this way. The flat-rate billing was fine IMHO.
However, if they are going to do this, the meters have to be accurate.
What I don't get is why this is so hard for the ISP's to get right. The picture that I have attached shows my usage as report by my Smoothwall router. I have 2 other people living with me (my uncle, and my mom) and each has a desktop computer. While we may not all be power-users, my point is that Smoothwall is accurate with the usage, and its in real time. If I download a 4 GB iso of something, smoothwall will reflect that change in real time.
Smoothwall is just an example of what I'm guessing are many ways the customer can do this. I've read on this forum of many other such products / router modifications that are out there, and, if I'm not mistaken, most (if not all) ARE FREE!
So, back to my question. If the people who write these mods and Unix / Linux distro's can figure out how much bandwidth is used, and get it right, and in real time, why are the ISP's having so much of an issue? The tools / knowhow is out there (if not, Smoothwall would not be able to figure it out and get it right). However, every time an ISP tries to do this, there are always stories that the ISP over charged a user, or the ISP's numbers don't match my own, etc, etc.
Note: Kill Cancer to Reply via e-mail
Re: Accuracy of the meters All the free options can get it right because they don't have money at stake with them. With Suddenfail, the delay can only help them in the middle of the month since a 2-3 day delay (like I always have with my meter....always) can hide a few days of high usage until it's too late to do anything about it.
Also at Pete, it doesn't matter if they're not being charged YET, it's the fact that your meters are lousy, broken, and pretty much fraudulent that have people up in arms. If you can't even get the meters right when you're not charging overages, what's to say you're getting them right WITH the extra charges? I find it sad that US ISPs are willing to add caps on our internet usage - something even most countries in Africa that actually DO have congestion problems is moving away from - and then try to say it's not about limiting users to alternate services such as Netflix, when it is stupidly obvious that's the real intent, as well as making a larger profit than they already are. Lest we forget, even WITH unlimited data US ISPs have one of the highest profit margins for internet in the developed world with mediocre speeds and service.
Good job, for leading the middle of the pack...
Re: Accuracy of the meters
said by arandomguy :While that is probably the reason, it is a very bad excuse. You do not deliver a product that only works some of the time. While we have all beat the regulation side of things to death (electric meters, gas pumps, water meters, etc), just take it from a product standpoint. If you go to a store and buy say a toaster, it should work as designed (brown the bread to the desired darkness, and pop it up when complete). If it does not do that, then the product does not go to market.
All the free options can get it right because they don't have money at stake with them. With Suddenfail, the delay can only help them in the middle of the month since a 2-3 day delay (like I always have with my meter....always) can hide a few days of high usage until it's too late to do anything about it.
Same with a meter to measure bandwidth. Something like this has to be quality tested by the ISP's, and I would think that during their testing, they would do something like "transfer ten 5 MB files and verify what the meter said". If the meter was working, it would show a transfer of 50 MB, and not something else (like 200 MB, 10 MB, 500 GB, etc). I know that if I was on the QA team, I would most certainly report the failures back up the chain, and insist that it be fixed before it be rolled into production.
Note: Kill Cancer to Reply via e-mail
Epic Fail!!! So, I just talked to tech-un-support again about my speeds. What did I get,
Lisa from SeldomLink "Well, you show heavy OVERUSAGE of the internet, you drew 14GB of data yesterday."
Me: "Okay, let's back up, explain to me how I drew 12GB of data when my power was off and I wasn't home on June 30."
Lisa "I didn't say anything about June 30."
Me "If you have sooo much faith in your meter, explain to me how I drew 12GBs of data on June 30, while I didn't have power, and wasn't home."
Lisa "I didn't say anything about June 30."
Me "I'm asking, how did I draw 12GB of data without power to my house?"
Lisa (broken record)
And no response from Pete? I just love when my internet usage gets thrown in my face.
Lets look at it this way....14GB = 14336 MB = 114688 Mb
24hrs=1440 min = 86400 seconds
Okay 114688/86400 = 1.33Mbps. WOW!!!
Let's take the cap: 250GB=256000MB=2048000Mb
30 days = 720 hrs = 43200 minutes = 2592000 Seconds
2048000Mb/2592000s=0.79Mbps = 809Kbps constant to reach the cap in a 30 day month. So, you buy 10MBps internet, but are allowed .79Mbps, pretty telling, isn't it.
Who says math isn't fun.