Missing usage warning..

[#1]

So this morning,  my brother has received a 'You've exceeded your usage allowance. We've added some more' email.
However, at no point (which should have triggered on Monday) have we received a warning he's exceeded 80%.
I've double checked the closed tickets and that only shows a service notice corresponding with todays emaill.
So,  we've now incurred an extra £5 charge with no opportunity to determine the desired course of action:

• Stop downloading too much (streaming) and wait for things to reset


• cap the expenditure to prevent the charge, but suffer the capped bandwith


• continue as before and incur the extra charge

[#2]

Unfortunately as usage runs approximately an hour behind it's possible to reach the 80% limit and then exceed your usage before it's picked up by the warning system, I suspect that's what's happened in this case. Might be worth an upgrade if that's happening regularly though?

[#3]

The 80% threshold was breached on Monday, with 100% breached on Thursday,  more than enough time for the warning system to work I think!

[#4]

Quote from: Matt

Unfortunately as usage runs approximately an hour behind it's possible to reach the 80% limit and then exceed your usage before it's picked up by the warning system, I suspect that's what's happened in this case.

Matt,
There is a suspected known issue of warning emails not having been sent - Chris Purvey is running with that.  Unfortunately I cannot locate the forum thread, only my PMs with him.

Kmilburn,
Is it possible that there is an email address registered on your brother's address which is wrong?  I have suspected that the warning and exceed emails are sent to different email 'place-holders' on the account data.  Have you / he checked your closed tickets to see if there is evidence of the threshold email having been sent?

[#5]

possibly here http://community.plus.net/forum/index.php/topic,118960.msg1030418.html#msg1030418

[#6]

@Townman
 
The email address is fine and I've already checked the closed tickets, which only has a service notice for exceeding the usage,  no warning message.

[#7]

Yep, it's an issue we're aware of and looking in to. If you didn't get the warning email, and it's not showing in service notices, then let us know.

[#8]

he's raised a ticket for this, #77934097

[#9]

Just to add a bit more info on this problem.
It's being tracked under problem 77152 and the fix for it has been developed and passed testing last Friday. The problem occurred because of the October price changes, in particular the introduction of the surcharge associated with home phone.
The fix will be going out within the next 2 weeks.