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Don't understand allowance, Usage and extra charges.

loony
Grafter
Posts: 184
Thanks: 1
Registered: ‎24-08-2007

Don't understand allowance, Usage and extra charges.

I recently swapped over to BB pro with a 14GB allowance from the 10th october 2007.
now i have just got a gone over the allowance warning and extra charges, but i cant understand how this is worked out. (i have a secured wireless network)
if my BB pro product started on the 10th october then i should be billed 10th to the 10th each month?
why does it not show a start time and a finish for each completed month?, what i have here is from november to january 08!!?Huh
this has totally confused me:
Paid-For Usage Free: Total usage
Web 36% 4% 40%
Email 1% 0% 1%
Broadband phonecalls 7% 1% 8%
Gaming 0% 0% 0%
Streaming 34% 4% 38%
PlusNet FTP 0% 0% 0%
Peer-to-peer 8% 0% 8%
Usenet 0% 0% 0%
FTP (non PlusNet) 0% 0% 0%
Other 4% 1% 5%
Total usage so far 90% 10% 100%
these percentages are wrong:
i spend most of my time gaming ( BF2 GRAW2) yet it says 0%
I dont have a broadband phone deal with plusnet i have vonage which i dont use very often anyway.
the streaming content is less used than my gaming in real life. the rest is purely surfing and email.
to be continued..........
21 REPLIES
James
Grafter
Posts: 21,036
Registered: ‎04-04-2007

Re: Don't understand allowance, Usage and extra charges.

Hi there,
It looks like your usage should have been reset on December 4th (your billing date), but wasn't.
I believe that we have a problem open on this.
In the interim, I'll raise a ticket into networks to get your usage reset.
framar
Newbie
Posts: 9
Registered: ‎03-12-2007

Re: Don't understand allowance, Usage and extra charges.

There is something very wrong with the usage calculations. I have sent one email, no attachments and about 3 minutes web browsing but I am supposed to have used:
10% broadband phonecalls, 3% gaming and 22% other.
I do not have these facilities as my account should show.
Explain the situation!
framar
Newbie
Posts: 9
Registered: ‎03-12-2007

Re: Don't understand allowance, Usage and extra charges.

Here is the usage
  Paid-For Usage Free: Total usage
Web 59% 1% 60%
Email 2% 0% 2%
Broadband phonecalls 11% 0% 11%
Gaming 3% 0% 3%
Streaming 0% 0% 0%
PlusNet FTP 0% 0% 0%
Peer-to-peer 0% 0% 0%
Usenet 0% 0% 0%
FTP (non PlusNet) 0% 0% 0%
Other 22% 2% 24%
Total usage so far 97% 3% 100%
My billing date was 05/12/07
Firewall on low
As a new member is this the information you asked for.
James
Grafter
Posts: 21,036
Registered: ‎04-04-2007

Re: Don't understand allowance, Usage and extra charges.

Hi there,
Looks like your usage has now been reset from the 4th onwards, so this should now be fixed.
loony
Grafter
Posts: 184
Thanks: 1
Registered: ‎24-08-2007

Re: Don't understand allowance, Usage and extra charges.

Hey Framar
with all due respect Start/Get your own thread!! If you want answers

My account is showing 'In this months Usage' that from 4th November to today, i have used 20+GB and that i am 4 GB over the limit.
i have been checking the tickets (thanks for that)
The internet activities % looks more realistic now.
I don't think its been reset yet.
Billing cycle is 4th december and i have used 16GB in 7 days?Huh
Quick question, If i watch premium Baseball streaming video content at 700 Kbps, how much bandwidth will i actually use in 30 mins?
LP
James
Grafter
Posts: 21,036
Registered: ‎04-04-2007

Re: Don't understand allowance, Usage and extra charges.

Hi Loony,
To be fair, I think I may have been getting the two issues confused!
As per the update to your ticket yesterday, we have a problem currently open performing manual resets.  The fix for this is still ongoing, but we should be able to sort out your usage pretty soon.
Sorry for the delays.
loony
Grafter
Posts: 184
Thanks: 1
Registered: ‎24-08-2007

Re: Don't understand allowance, Usage and extra charges.

ok thanks, no probs.
LP
loony
Grafter
Posts: 184
Thanks: 1
Registered: ‎24-08-2007

Re: Don't understand allowance, Usage and extra charges.

ok all sorted now counts from 4th december so great job PN , thanks
L
puddy
Grafter
Posts: 1,571
Registered: ‎10-06-2007

Re: Don't understand allowance, Usage and extra charges.

I hope that plusnet are not trying to con customer with usage problems not being reset and ask for extra money or restriction on speed
Seems in some cases the customer checks the stats and writes a ticket to refute the usage then its manual reset.  What happens to customers who don't check are they being billed extra cost or speed restriction applied
This is very worrying for all us if this is happening
I trust this not happening?
Puddy
James
Grafter
Posts: 21,036
Registered: ‎04-04-2007

Re: Don't understand allowance, Usage and extra charges.

Puddy,
We've got people checking over all of the people that would have been in that situation.
loony
Grafter
Posts: 184
Thanks: 1
Registered: ‎24-08-2007

Re: Don't understand allowance, Usage and extra charges.

Ok i thought this would happen,
can someone look at why i have been over charged for this months usage? 04 december to 04 jan 08
according to the stats i used just under 12GB of my 14GB allowance.
The bill says i used an extra 4GB (£3.60) which i did not because your system was measuring bandwidth incorrectly.
invoice number 10435491 pellatt2004
James
Grafter
Posts: 21,036
Registered: ‎04-04-2007

Re: Don't understand allowance, Usage and extra charges.

Hi Loony,
Leave this with me whilst I calculate a breakdown of your last months usage via our CBC logs.
loony
Grafter
Posts: 184
Thanks: 1
Registered: ‎24-08-2007

Re: Don't understand allowance, Usage and extra charges.

ok thanks
James
Grafter
Posts: 21,036
Registered: ‎04-04-2007

Re: Don't understand allowance, Usage and extra charges.

Hi Loony,
After going through the CBC logs and manually adding up your daily usage over your last billing period, this comes to rough 14.1GB.  Obviously the doesn't take into account your off peak usage, but my logs and VMBU seem to be telling me that you were overbilled, so I've now refunded the additional £3.60 that you were charged.