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Missing usage warning..

kmilburn
Grafter
Posts: 902
Thanks: 2
Registered: 30-07-2007

Missing usage warning..

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


8 REPLIES
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: 18-07-2007

Re: Missing usage warning..

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?
kmilburn
Grafter
Posts: 902
Thanks: 2
Registered: 30-07-2007

Re: Missing usage warning..

The 80% threshold was breached on Monday, with 100% breached on Thursday,  more than enough time for the warning system to work I think!
Superuser
Superuser
Posts: 10,154
Thanks: 1,683
Fixes: 19
Registered: 22-08-2007

Re: Missing usage warning..

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?
Community Veteran
Posts: 38,310
Thanks: 972
Fixes: 57
Registered: 15-06-2007

Re: Missing usage warning..

kmilburn
Grafter
Posts: 902
Thanks: 2
Registered: 30-07-2007

Re: Missing usage warning..

@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.
Plusnet Staff
Plusnet Staff
Posts: 17,641
Thanks: 535
Fixes: 159
Registered: 05-04-2007

Re: Missing usage warning..

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.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
kmilburn
Grafter
Posts: 902
Thanks: 2
Registered: 30-07-2007

Re: Missing usage warning..

he's raised a ticket for this, #77934097
ScottStorey
Aspiring Pro
Posts: 366
Thanks: 59
Fixes: 1
Registered: 21-02-2013

Re: Missing usage warning..

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.